Connecting Intercom

Intercom is the destination for everything OmniSaaSy relays, and it is also how you sign in. Connecting it creates your account and your workspace.

Before you start

You need:

• An Intercom workspace.
• An Intercom account on that workspace with permission to install apps. Intercom only lets workspace admins with the relevant permission authorise third party apps, so if the Intercom consent screen refuses, ask an Intercom admin to grant you that permission or to complete the connection themselves.

Connect

1. Go to the OmniSaaSy portal.
2. Choose Continue with Intercom.
3. Intercom asks you to pick the workspace to connect and to approve the permissions OmniSaaSy needs. Approve them.
4. You land on the Channels page of your new workspace.

The workspace takes its name from your Intercom workspace, and you become its Owner.

You can also install OmniSaaSy from the Intercom App Store. That runs the same flow and returns you to Intercom when it completes.

Permissions OmniSaaSy asks for

Intercom shows the full list on its consent screen. In summary, OmniSaaSy needs to:

• Read your workspace and admin details, to identify the workspace and record which admin connected it.
• Create and update contacts, so each customer who writes in on a channel exists in Intercom.
• Create conversations, add notes and apply tags, which is how relayed messages, their metadata and their review scores arrive.
• Receive webhooks for replies and redactions, so replies sent from Intercom can be relayed back to the channel.

Language detection

Relayed conversations are opened with the customer's own text as the body, so Intercom's language detection works on what the customer wrote. The source details (which channel, which property, review score) follow as an admin note.

What happens in Intercom

Once channels are enabled, each relayed message appears as a new conversation from a contact representing the customer. The first note on the conversation gives the source, for example Social Media Conversation - Trustpilot and Source: Acme Ltd, plus any extra detail such as the star rating. Conversations are tagged with the channel and, for reviews, with {n} star review.

Reply in Intercom as you would to any conversation. Your reply is relayed to the channel and a note is added to the conversation confirming the outcome, for example Sent to Google. or the reason a reply could not be sent. See each channel's page for its limits.

Team members

Everyone who signs in with Intercom against the same workspace joins that workspace. The first person to connect is the Owner. Owners can invite others from Settings, then Team, using Invite User with a role of:

• Owner: full access. Can invite users, manage integrations and settings.
• Manager: can connect accounts and manage platform settings.
• Member: read-only access to the workspace dashboard.

If you sign in with Intercom and see This Intercom workspace is already connected to another account, the workspace is already in OmniSaaSy under someone else's account. Ask that person to invite you.

Owners should sign in with Intercom at least once

Some actions in Intercom have to be attributed to a named admin: applying tags and posting notes. OmniSaaSy uses the longest-standing Owner who has signed in through Intercom for that. If no Owner has, conversations still arrive but untagged, and outcome notes are not posted. Any Owner signing in once with Continue with Intercom fixes it.

Optional Intercom settings

Under Settings, then General (Owners only):

• Custom Attributes maps OmniSaaSy fields to conversation attributes in your Intercom workspace. Create the attributes in Intercom first, then reload the page and choose the mapping.
• Create Contacts As Leads creates the contacts OmniSaaSy makes as Intercom leads rather than users.

Disconnecting and reconnecting

Uninstalling OmniSaaSy from your Intercom workspace disconnects the whole OmniSaaSy workspace. Only an Owner can reconnect it, by signing in again with Continue with Intercom. Anyone else attempting it sees This Intercom workspace has been disconnected. Only the workspace owner can reconnect it.