Getting started with Supportman
Supportman connects your Intercom workspace to Slack. Most teams start with ratings in Slack and add the rest over time. Setup takes a couple of minutes and needs no engineering work.
1. Connect Intercom and Slack
Click Start free trial on supportman.io and approve the Intercom connection. Supportman then takes you straight to Slack to add the app to your workspace. Either order works: if you start from Slack, you are sent to Intercom next.
When both are connected you land on Installation complete. Every new workspace starts on a 14-day free trial with no card needed.
2. Open Supportman in Slack
Open the Supportman app in Slack (under Apps in the sidebar). The first time you do, Supportman:
- creates a public #intercom-ratings channel (or reuses it if it exists) and adds you and the bot to it;
- finds your Intercom teammates who have an inbox seat and matches them to Slack members by email, so rating messages can @mention the right person;
- offers to send you a sample weekly report.
Want ratings somewhere else? Change the channel under Settings → Channels → Main channel in the app's Home tab.
3. Make sure Intercom is asking for ratings
Supportman posts the ratings your customers leave in Intercom, so Intercom has to be asking for them. If you have never turned conversation ratings on, follow Turn on CSAT ratings in Intercom. The next rating a customer leaves appears in your channel within seconds.
4. Choose what else to switch on
Everything else runs on the same connection, so there is nothing more to install. Turn each one on when it is useful:
- A separate channel for bad ratings so they never get buried.
- Filters to skip Fin conversations or ratings without a comment.
- Friday reports for the team and a private one for each agent.
- AI evaluations that score conversations and predict CSAT for the ones customers did not rate.
- Share to Slack and reminders from the Intercom inbox.
- The web app, for trends, conversations and agent stats.
Do I need to be an admin to install Supportman?
You need permission to install apps in both Intercom and Slack. Anyone in the Slack workspace can change Supportman settings afterwards.
Who counts as a user?
Workspace owners, Intercom teammates with an inbox seat, and Fin if you use it. Slack members without an Intercom inbox seat are not counted.
I already use Intercom’s own Slack integration. Do I need to remove it?
No. The two work independently. Supportman adds rating alerts, reports and evaluations on top.
Still stuck?
Email team@supportman.io or use the chat bubble on this page, and a person on the team will help.