Conversation tags
Every conversation OmniSaaSy opens in Intercom is tagged with where it came from. Reviews also carry their star rating as a tag, and Trustpilot invitations add tags of their own. The tags appear on the Intercom conversation and can drive Intercom workflows and Fin rules, so you can route, prioritise or answer conversations differently depending on their source.
Tags are created in your Intercom workspace the first time they are needed. Tagging is attributed to the longest-standing Owner who has signed in through Intercom, so see the note in Connecting Intercom if conversations arrive untagged.
Source tags
| Tag | Applied to |
|---|---|
X Post | A post on X that mentions your account, replies to it or quotes it. |
X Direct Message | A direct message received on X. |
Facebook Comment | A comment on one of your Facebook Page posts. |
Facebook Direct Message | A Messenger conversation with your Facebook Page. |
Instagram Comment | A comment on one of your Instagram posts. |
Instagram Direct Message | A direct message received on Instagram. |
Trustpilot Service Review | A service review on your Trustpilot business profile. |
Trustpilot Product Review | A product review on Trustpilot. |
Google Play Review | A review on your app's Google Play listing. |
Google Business Review | A review on one of your Google Business Profile locations. |
App Store Review | A review on your app's App Store listing. |
Rating tags
Reviews from Trustpilot, Google Business Reviews and the App Store are also tagged {n} star review, for example 5 star review, where {n} is the rating the reviewer gave. Trustpilot reviews additionally carry Trustpilot_Review, whichever kind of review they are.
Use these alongside Relay by Review Score in Configuring channels: the setting decides which ratings reach Intercom at all, and the tag lets you treat them differently once they are there.
Trustpilot invitation tags
| Tag | Applied to |
|---|---|
TP_Invite_Sent | An Intercom conversation for which OmniSaaSy has sent a Trustpilot review invitation. |
TP_Invite_Responded | A relayed Trustpilot review that was written in response to an invitation. The tag is applied to the conversation the invitation was sent from. |
TrustpilotDoNotSendInvite works the other way round: apply it to a conversation yourself and OmniSaaSy will not send an invitation for it. See Trustpilot.