Ratings in Slack
Every rating a customer leaves in Intercom posts to your Slack channel the moment it lands, with who handled it and what the customer said.
What a rating message shows
Each message starts with Conversation rated and shows:
- the assignee, as an @mention when their Slack account is matched, and the AI agent if Fin was involved;
- the customer's name, email and phone (email and phone can be hidden, see filters);
- the rating and the customer's remark;
- a View Conversation link back to Intercom.
If the customer adds a remark after rating, the same message is updated rather than a new one posted.
Change the channel
Ratings, notifications and the weekly report all go to one main channel, #intercom-ratings by default. To use another one, open the Supportman app in Slack and go to Settings → Channels → Main channel.
To send bad ratings somewhere else, add a DSAT channel.
Why didn’t a rating show up in Slack?
Check that the rating is switched on under Settings → Ratings → Send these ratings, that no filter excludes it (for example, remarks only, or human-assigned only), and that your plan or trial is active. Ratings stop posting when a trial expires.
Why is the assignee not @mentioned?
Supportman matches Intercom teammates to Slack members by email. If the two emails differ, the name shows without a mention.
Still stuck?
Email team@supportman.io or use the chat bubble on this page, and a person on the team will help.