Approvals
Approvals gives refunds, credits and policy exceptions one queue and a record of who decided what. It is in early access: ask us and we will switch it on for your workspace.
Agents: request an approval
- In the Intercom conversation, open the Supportman app in the sidebar and go to the Approvals tab.
- Pick a Request type: Refund, Discount / Credit, Policy exception or Escalation.
- Add the Details and click Request approval. Changed your mind? Use Cancel request.
Managers: approve or deny in Slack
Requests post to #intercom-approvals, which Supportman creates for the first request. Click Approve or Deny and add an optional comment.
The Slack card updates with who decided, and Supportman adds an internal note to the Intercom conversation, such as "Approved by Sam" with your comment, so the agent sees the decision without leaving the inbox.
Who can approve?
Anyone in #intercom-approvals can click Approve or Deny. Keep the channel to the people who should decide.
Where can I see past decisions?
On the Slack cards in #intercom-approvals, and on the Approvals page of the web app, which lists the 50 most recent requests.
Still stuck?
Email team@supportman.io or use the chat bubble on this page, and a person on the team will help.