Where the settings live
All Intercom-specific settings are in Settings → Intercom Settings in your Octopods workspace. Only workspace admins can view and change them. Changes apply to every teammate working inside the connected Intercom workspace.
The page is organized into cards: Conversation Behavior, Tagging, Contact Priority, and (where enabled) Advanced Features.
Mark Conversations as Seen
Under Conversation Behavior, this setting marks inbound conversations as seen/read automatically. Prevents Intercom from emailing the end user about a message they have already received through the original channel — for example, an SMS that was delivered to their phone.
Yes — Octopods marks the conversation as seen when the inbound message is posted.
No — conversations stay unseen in Intercom until a teammate opens them.
Assign to Proactive Message Sender
When an end user replies to a proactive message, this setting decides who gets the new conversation.
Yes — assigns the reply to the teammate who sent the original proactive message.
No — leaves assignment to Intercom’s own routing rules.
Run Assignment Rules
Forces Intercom’s assignment rules to run against new conversations Octopods creates, as opposed to relying on Intercom’s own trigger timing.
Yes — useful for simple assignment rules that map channels or tags to teams.
No — the default, and the right choice if you use round-robin routing or workflows that handle assignment themselves.
The setting’s helper text reads: “Force run Intercom assignment rules when receiving new conversations. Only use if you have simple assignment rules without round-robin or advanced automation.”
Open New Conversation After Inactivity
Starts a fresh Intercom conversation when a customer replies after a buffer time has passed since the previous conversation was closed. Pair with a Buffer Time dropdown that ranges from 1 hour to 2 weeks. See Opening New Conversations (Conversation Buffer) for the full rules.
Note: The setting page warns: “Do NOT close conversations mid-send.” If you close a conversation while Octopods is still delivering a broadcast or proactive message, the buffer check may kick in and split the send across two conversations.
Tag New Conversations with Channel Name
Under the Tagging card, this setting automatically adds a tag on every new conversation showing the channel it came through — for example, whatsapp or telegram.
Yes — every new conversation picks up the channel-name tag.
No — no auto-tagging at the conversation level.
This makes it easy to filter the inbox by channel and to build Intercom reports on channel mix.
Tag User with Channel Name
Automatically tags the contact (user or lead) with the channel name when they send a message on that channel.
Yes — the contact accumulates a tag per channel they have used.
No — contacts are left untagged by channel.
This is useful when your segments or workflows branch on which channels a customer is active on.
Prioritize Contact by Phone Number
Under the Contact Priority card, this setting decides which contact Octopods picks when a phone-number lookup matches more than one contact in Intercom.
Latest Updated — the most recently updated matching contact. This is the default.
Lead — prefer a Lead-role contact over a User.
User — prefer a User-role contact over a Lead.
See Contact Prioritization Settings for when each choice is the right fit. This setting applies only to phone-number lookups — social-channel lookups resolve through their Custom Data Attribute (CDA) and are not affected.
Allow Fin & Workflow Support
Some workspaces see an Advanced Features card. The settings here are workspace-specific and only appear when the matching capability is enabled for your account. When Allow Fin & Workflow Support is on, Octopods forwards replies generated by Intercom’s Fin AI agent and workflow automations to the connected channel in real time. Leave it off if your team prefers to route Fin and workflow responses only through Intercom’s own messenger.
Saving changes
Sign in to Octopods as an admin.
Go to Settings and open the Intercom Settings section.
Change the options you want.
Click Save at the bottom of the page.
Most settings take effect immediately. Routing changes — for example, Assign to Proactive Message Sender or Run Assignment Rules — apply only to new inbound activity after you save; conversations that were already routed keep their original assignment.
Note: These settings apply at the workspace level, not per teammate. Coordinate with your admin team before changing tagging or prioritization, since the change affects every agent working in the same Intercom workspace.
What’s next