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Supportman puts your Intercom CSAT in Slack, in real time. Bad ratings get their own channel. Friday reports for the team, DMs for each agent. And AI QA that scores every closed conversation — including the ones customers never rated.
ALT Every Intercom rating in Slack, the moment it lands. 3.2M+ Intercom ratings processed. Real-time CSAT, DSAT routing, Friday reports, and AI QA. Free trial, no card.
Intercom has two features called "topics." They don't talk to each other, and mixing them up wastes setup time.
ALT Two features called topics — comparison card: Conversation Topics vs Fin Topics Explorer
Fin's Topics Explorer: AI-generated, zero setup, shows what Fin thinks customers are asking about right now. A separate system entirely.
How to set one up in about 5 minutes, and when to use which: supportman.io/field-notes/in…
Fin doesn't need the same QA rubric as a person. It needs its own, because it fails in different ways.
ALT You don't need the whole QA stack — card comparing 8 Intercom QA tools
Andrew "Coach" Rios, on the report that changed how he writes them. A product manager once told him: "Great report. I don't know what to do with it, though." Episode: supportman.io/live-chat/coac…
ALT No action item, not a report — quote card for Andrew Coach Rios and Steph Hardy
Steph Hardy (Guru) ran sprints for her CX team and found the real gap wasn't volume data: "There was no actual context, that qualitative context of what's happening on those calls." Episode: supportman.io/live-chat/agil…
Intercom Reports does volume, response time, and CSAT on rated conversations well. Real talk on what it doesn't do:
ALT 7 things Intercom's reporting doesn't do — list card
Meg Palazzolo, building with AI: "Didn't get it right the first time." Episode: supportman.io/live-chat/ai-a…
ALT The first output is never right — quote card for Meg Palazzolo and Alisha Joseph
Alisha Joseph (Savvy Service Pro): "It will never get the intricacies of you, because you're you." Episode: supportman.io/live-chat/lead…
Slack told us about every bad rating. It never told us who was still waiting.
New Supportman.io Dashboard: see who's waiting on your team, grouped by why.
youtube.com/watch?v=fsf7NxKr…
Your Intercom CSAT report is smaller than you think: rated conversations only. Most customers never leave a rating at all.
ALT Fin's CSAT isn't your CSAT card
The split that matters most right now: Fin vs human. Blend them and a Fin regression can hide in your CSAT for weeks.
How to actually measure whether Fin is resolving conversations, not just closing them: supportman.io/field-notes/me…
