Build with the relay.

What is OmniSaaSy?

OmniSaaSy is a unified support platform that connects your social and review channels, including Facebook, Instagram, X (Twitter), Google Play, Google Business Reviews, the Apple App Store, and Trustpilot, to your Intercom workspace. Messages, mentions, reviews, and DMs from these platforms are automatically relayed into Intercom as conversations, so your support team can respond from a single place.

How it works

1. Connect your Intercom workspace: sign in via Intercom OAuth to link your workspace.
2. Add channels: connect Facebook, Instagram, X, Google Play, Google Business Reviews, the Apple App Store, or Trustpilot through their respective authorisation flows.
3. Configure relay settings: choose what to relay, from mentions, DMs, and post replies to reviews and more.
4. Messages flow automatically: new messages from your connected platforms appear as Intercom conversations in real time.

Key concepts

Channels

A connected social or review platform, such as your Facebook Business Page, X account, or Google Play app. Each channel can track multiple properties.

Properties

The specific accounts, pages, or apps you track within a channel, such as a Facebook Page, an Instagram Business account, or a Google Play app.

Relay

The bridge between a platform and Intercom. When enabled, messages are forwarded into Intercom as conversations automatically.

Tickets

Each relayed conversation becomes a ticket your team can track, respond to, and resolve through Intercom.

Adding a channel

1. Go to the Channels page (home screen).
2. Click the "Add Channel" button in the top right.
3. Select the platform you want to connect from the modal.
4. You'll be redirected to the platform's authorisation page.
5. Grant the requested permissions and you'll be redirected back.

Platform notes

• Facebook: connects your Facebook Business Pages and Messenger. You'll need to be an admin of the Page. Once connected, OmniSaaSy can relay page post comments and Messenger conversations. Groups and personal accounts are not supported.
• Instagram: Business accounts only. You must have an Instagram Business account linked to a Facebook Page. Personal and creator accounts are not supported.
• X (Twitter): connects your X account for mentions, replies, DMs, and quote tweets. After the initial OAuth connection, you may need to complete a secondary authorisation step for Direct Message access (OAuth 1.0a). A warning appears in the settings if this is needed.
• Google Play: connects your Google Play Developer account to track app reviews. After connecting, you'll enter the package name of the app you want to track. Reviews are then relayed to Intercom as they come in.
• Google Business Reviews: sign in with the Google account that manages your Business Profile, then pick the locations you want to track. Reviews on those locations are relayed to Intercom as they come in, and replies from Intercom are posted back as your owner response.
• Apple App Store: connects using an App Store Connect private key with access to your app's customer reviews. You upload the .p8 key file along with its key ID and issuer ID, then select the app you want to track. Reviews are then relayed to Intercom as they come in.
• Trustpilot: connects your Trustpilot Business account to relay incoming reviews to Intercom as they come in.

Troubleshooting connections

• Authorisation failed? Make sure you have the correct admin permissions on the platform.
• Account not showing? Try disconnecting and reconnecting the platform.
• X DMs not working? Check the settings panel for the X property; you may need to complete the OAuth 1.0a authorisation step.

Accessing relay settings

Each connected property has its own relay settings. To access them:

1. Go to the Channels page.
2. Find the property you want to configure.
3. Click the gear icon on the right side.

Available settings

• Enable Relay: the master switch. When off, no messages from this property are forwarded to Intercom. Turn it on to start receiving messages.
• Allow responses from Fin AI: when enabled, Fin AI can automatically respond to relayed conversations, great for handling common questions and reducing response times.
• Platform-specific options: depending on the platform you'll see extra toggles. On X you can relay mentions, post replies, direct messages, and quote tweets independently. On Facebook and Instagram you can relay post comments and private messages. On Google Play, Google Business Reviews, the Apple App Store, and Trustpilot, reviews are relayed automatically when the relay is enabled, with per-star rules on the rated platforms to choose which ratings come through.
• Attachment Delay: some platforms send media attachments slightly after the initial message. The delay timer (in seconds) tells OmniSaaSy how long to wait for attachments before forwarding the message. Default is 10 seconds.

Removing a property

At the bottom of the settings panel you'll find the "Remove" option. This disconnects the property and stops all message relaying. You can always reconnect later through the Add Channel flow.

Conversation tags

Every message OmniSaaSy relays into Intercom is automatically tagged according to the channel and message type it came from. These tags appear on the Intercom conversation and let you tell at a glance where each message originated.

Available tags

X Post

A public post or reply on X (Twitter) that mentions or is directed at your account.

X Direct Message

A private direct message received through X (Twitter).

Facebook Comment

A comment left on one of your Facebook Page posts.

Facebook Direct Message

A private message received through Facebook Messenger.

Instagram Comment

A comment left on one of your Instagram posts.

Instagram Direct Message

A private direct message received through Instagram.

Trustpilot Service Review

A service review left on your Trustpilot business profile.

Trustpilot Product Review

A product review left on Trustpilot.

Trustpilot_Review

Added on top of the service or product review tag, marking any relayed Trustpilot review.

{score} star review

The star rating of the relayed Trustpilot review, from 1 to 5 (for example, a 5 star review).

TP_Invite_Sent

A review invitation has been sent to the contact via the configured Trustpilot integration.

TP_Invite_Responded

The Trustpilot review originated from an invitation sent out by the business.

Google Play Review

A review left on your app's Google Play Store listing.

Google Business Review

A review left on one of your Google Business Profile locations.

App Store Review

A review left on your app's Apple App Store listing.

Roles

OmniSaaSy has three permission levels:

• Owner: full access to everything. Everything a Manager can do, plus changing team members' roles, managing billing, and managing custom attributes. The workspace creator is automatically an Owner.
• Manager: can connect and disconnect platforms, modify relay settings, manage properties, view tickets and analytics, access settings, and invite or remove team members. Cannot change roles, manage billing, or manage custom attributes.
• Member: read-only access to the Channels page only. Cannot view tickets, analytics, or settings, and cannot modify any settings or connections.

Managing team members

To invite someone to the workspace:

1. Go to Settings (from the user menu, top right).
2. On the Team tab, click "Invite User".
3. Enter their email address and select a role.
4. They'll appear with a "pending" badge until they log in for the first time.

Owners can change any team member's role using the dropdown next to their name; you cannot change your own role. To remove someone, click the X button next to their name; this revokes their access to the workspace immediately.

Quick start

1. Sign up for a workspace.
2. Connect Intercom via OAuth.
3. Pick a channel from the catalogue.
4. Sign in to the platform via OAuth or service account.
5. Confirm the property you want monitored.
6. You're live; the first event flows through within 60s.

Core concepts

Workspace

Your tenant in OmniSaaSy. Holds users, billing, and connected channels. Maps one-to-one to an Intercom workspace.

Ticket platform

The destination where conversations live. Currently Intercom; more support platforms are on the roadmap.

Support platforms

Source platforms we relay from: Facebook, Instagram, Google Play, Google Business Reviews, the Apple App Store, Trustpilot, X.

Property

The specific thing being monitored on a support platform, such as a Facebook page, a Trustpilot business unit, a Google Business Profile location, or a Google Play app.

Relay

The act of moving a message from a support platform into the ticket platform, and the inverse for replies.

Onboarding flow

1. Create the workspace.
2. Invite the people who'll administer it.
3. Authorise Intercom.
4. Authorise the first platform's account.
5. Pick the property to monitor, hit go.

Workspace setup

A workspace is the tenant boundary. Most users only ever live inside one. Multi-workspace switching is available for agencies that manage multiple clients.

Connecting Intercom

Standard OAuth 2.0. Authorise OmniSaaSy from inside Intercom and we'll start syncing conversations. We subscribe to the conversation.admin.replied webhook so outbound replies are relayed back to the source platform automatically.

Adding a channel

Pick a channel below to jump straight to its doc.

Webhook retention

Webhook activity is retained for 7 days and then purged automatically. It's kept solely so our support team can investigate delivery issues if one comes up; it isn't exposed inside the workspace UI.

Quotas & alerts

Per-channel monthly counters live in your billing dashboard. Alerts fire to your workspace admins at 75%, 90% and 100% of quota so there's plenty of warning before a channel stops relaying.

Audit logs

Every workspace mutation is logged: who did what, when, with the diff. View them from the admin area whenever you need to trace a change.

Billing

Subscriptions run through Stripe. Each channel sits on the subscription as its own line item, so the number of channels you have driving relay is what you're billed for. Upgrades take effect immediately and pro-rate; downgrades schedule for the end of the current billing period so you keep what you paid for until then.