Connect to IntercomIntercom refund approval workflow.
Your agents need a yes before they refund. Right now that means a Slack DM, a wait, and nothing written down.
Supportman Approvals gives refund requests a structure: request from the Intercom inbox, approve in Slack, decision on record.
Free trial · Approvals in limited beta · See pricing
Finance asks who approved it. Nobody knows.
Refund approvals that live in DMs work until they don't — usually the month finance wants a breakdown of credits and exceptions.
More on the pattern in why support teams need an approval process.
✕ No record
When finance asks who approved the $500 credit, the answer is a Slack DM or a memory.
✕ Slow response
Agents leave Intercom, ping a manager, wait, switch back.
✕ Inconsistent outcomes
Same situation, different manager, different answer.
Request from the inbox. Approve in Slack. Back on record.
Agents stay in Intercom. Managers stay in Slack. The decision — and the reason — flows back automatically.
Module:
Request type
Details
Approval request from Sara — Refund
⏳ Refund
Requested by:
Sara
Requested:
Today at 2:14 PM
Details:
$50. Item arrived with damaged packaging
Module:
Refund
✓ Approved · Today at 2:15 PM
$50. Item arrived with damaged packaging
Agent requests a refund.
From the Supportman panel in any conversation — request type, context, submit. No Slack tab, no shoulder-tap.
Manager decides in Slack.
Approve or deny with a required comment. One-time exception, outside policy window, declined — the reason is on the record.
Agent is unblocked.
The decision flows back to the inbox. The agent keeps working. Finance can scroll the channel or export a CSV later.
One workflow for every judgment call.
Refunds are where teams feel the pain first. The same approval path handles credits, comps, policy exceptions, and escalations.
Questions support managers ask first.
How do I set up a refund approval workflow in Intercom?
Connect Supportman to Intercom and Slack, then enable Approvals on your account. Agents request refunds from the Supportman panel inside any conversation. Managers approve or reject in your #intercom-approvals Slack channel with a required comment. The decision flows back to Intercom automatically.
Can managers approve refunds from Slack?
Yes. Approval requests post to #intercom-approvals as a Slack message with Approve and Deny buttons. Managers add a short reason, submit, and the agent sees the outcome back in the Intercom inbox — without anyone switching tools.
What is Supportman Approvals?
Approvals is Supportman's workflow for judgment calls that need sign-off — refunds, credits, comps, discounts, off-policy replies, exceptions, and escalations. Agents request from Intercom. Managers decide in Slack. Every request, decision, and comment stays on the record.
Does Supportman work with Intercom Fin?
Approvals doesn't work with Fin just yet. We are working on building Approvals to be able to be a part of Fin human-in-the-loop workflows that are built within Intercom. If you have ideas on this and how it would best work for your setup, let us know via email at [email protected].
Set up your refund approval workflow from Intercom.
Connect Intercom and Slack. Enable Approvals. Agents request from the inbox — managers decide in Slack.
Supportman is an independent product — not made by or affiliated with Intercom or Slack.