How to handle off-policy requests in Intercom without losing context
Off-policy requests in Intercom: how to get manager approval without leaving the inbox or losing customer context.
— thoughts and learnings —
Posts by Tahnee Saunders
How to use Approvals: request and approve support decisions from Intercom to Slack
A step-by-step guide to requesting approvals from the Intercom inbox, deciding in Slack, and keeping a clear record of who approved what and why.
How to create an audit trail for customer support decisions
A support decision audit trail keeps every approval and reason retrievable, not buried in Slack DMs. What to capture and how to build one.
How to build a refund approval workflow for your support team
A refund approval workflow routes exceptions to a manager, captures the reason, and stores the record. How to build one your finance team can trust.
Why "use your judgment" is not a refund policy
Telling agents to use their judgment produces inconsistent refunds and anxious agents. A real policy needs a threshold, an exception path, and a record.
The hidden cost of the shoulder-tap — how informal support approvals hurt teams
Shoulder-tap approvals — a quick DM, a verbal yes — feel fast but leak manager time, produce inconsistent decisions, and leave no record.
Why customer support teams need an approval process (and most don't have one)
Customer support approval processes: why teams need one for refunds and credits, and how to build an audit trail finance can trust.
How to set up a dedicated DSAT channel in Slack
DSAT channel setup in Slack: route negative CSAT ratings to a dedicated channel so leads act fast without losing team-wide visibility.
How to share Intercom conversations to Slack
Share any Intercom conversation to a Slack channel or DM it to yourself in a few clicks - from the Supportman Inbox App inside Intercom.
How to Turn Customer Support QA Scores Into a Coaching Plan
A practical coaching framework that turns rubric scores into conversation evidence, a specific performance gap, deliberate practice, and follow-up.
Every Intercom Metric, Explained
What every metric in Intercom's dashboards actually measures, which ones are missing or plan-gated, and where the reporting leaves blind spots.
Net Promoter Score (NPS): What It Is, How to Calculate It, and What to Do With It
NPS is a single-question survey that measures advocacy potential - whether customers trust your product enough to recommend it to others.
What to Do When a Customer Leaves a Negative CSAT Rating
A practical DSAT recovery workflow: detect the rating, review context, acknowledge impact, take ownership, resolve the issue, and capture the root cause.
How to Build a Support-Wins Slack Channel Without Creating a Leaderboard
Create a Slack recognition channel that makes customer praise timely, specific, equitable, and useful—without turning support into a popularity contest.
How to Build a Customer Support QA Rubric Agents Can Actually Use
Create a fair, specific customer-support QA rubric with weighted attributes, observable criteria, real examples, and a repeatable calibration process.