Configuring channels
Every property has its own settings panel. Open it by choosing the property's tile on the Channels page.
Reading a tile
Each tile shows a status badge, what is being monitored, its licence, how many messages it has left this month, and when something last arrived.
| Badge | Meaning |
|---|---|
| Enabled (green) | Relaying is on and the property holds a licence. Messages flow. |
| Not enabled (grey, faded) | Relaying is switched off. Nothing is sent, whether or not a licence is held. |
| Not enabled (amber) | Relaying is on but the property has no licence, so nothing is sent. Assign one. |
| Connection expired (red) | The platform rejected OmniSaaSy's credentials. Re-authenticate. |
| Webhook disabled (red) | The platform's event subscription was refused. Reconfigure it. |
A broken connection is shown ahead of anything else, because it is a fault to fix rather than a choice you made.
Relay settings
Every channel has three switches:
- Enable Relay: the master switch. While it is off, every other control is disabled and nothing is relayed in either direction.
- Allow responses from Fin AI: relay replies written by Intercom's Fin AI agent back to the channel. Off by default, so Fin replies stay inside Intercom.
- Relay bot/workflow responses: relay replies produced by Intercom Operator bots and workflows, such as canned greetings and triage routing. Off by default.
Replies typed by a person in Intercom are always relayed once the property is enabled and licensed.
Channels then add their own controls:
- Relay by Review Score (App Store, Google Play, Google Business, Trustpilot): one row per star rating. Choose Relay or Do not Relay for each. Every rating is relayed by default.
- Relay posts that mention account and Relay all private messages to account (Facebook, Instagram): whether comments and direct messages are relayed.
- Relay post replies, Relay mentions, Relay direct messages and Relay quote tweets (X).
Licence
A property relays through exactly one licence, chosen in the Licence section of its settings. The summary line shows how many licences you hold on this channel and how many are unassigned.
Licences are offered individually rather than by tier, because usage stays with the licence: a licence that has used most of its allowance this month is still nearly spent after you move it. Each option shows its tier, who holds it, and its remaining messages.
- Pick an Unassigned licence to start relaying when you save.
- Pick a licence Assigned to another app to take it. OmniSaaSy asks you to confirm by name first, because that property stops relaying straight away. Its settings are kept, so it resumes as soon as it gets another licence.
- Pick No licence to release the property's licence. Relaying stops and the settings are kept.
Licences that a scheduled downgrade will remove at your next renewal are not offered. If there are no licences on the channel at all, the panel links to billing so you can add capacity.
Saving
Changes only apply when you choose Save changes. The button stays disabled until something has changed, Enter commits the panel, and closing it with unsaved changes asks you first. Settings and the licence choice are saved together, so switching relaying on and choosing the licence commit as one change. On success the panel closes and the tile updates.
If someone else claimed the licence you picked before you saved, your settings are still saved and the panel stays open asking you to choose another one.
Message allowance
Each licence carries a monthly allowance set by its tier. One relayed message counts once, whether it went into Intercom or back out to the channel, and however many attachments it carried. The tile shows {remaining} of {total} left.
When a licence's allowance is used up, further messages draw from your workspace's shared top-up balance if you have one. With no balance left, inbound messages are dropped and outbound replies are held, with a note on the Intercom conversation saying the quota was exceeded. You are emailed as the allowance approaches its limit. See Managing billing for top-ups.
Removing a property
Remove Integration at the bottom of the panel stops tracking the account. It cannot be undone.