Practical notes on SLAs, escalation, CSAT, and the small workflow changes that keep support teams ahead of their inbox.
SLA timers in Intercom are precise — but invisible until they breach. Here's how to get a warning while there's still time to act.
Conversations that quietly go cold are one of the most common (and most avoidable) sources of bad reviews. Here's how to spot the pattern.
A negative CSAT rating is feedback — but only if someone sees it in time to do something about it.
An alert that nobody sees is the same as no alert at all. Escalation chains make sure someone always does.