Configure Help Scout

User level: Admin

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Before You Start

Make sure you meet the following requirements before setting up the integration:

• An active CloudTalk account
• An active Help Scout account
• Admin access in CloudTalk
• Permissions to authorize apps in Help Scout
• Agents need the Access API permission in Help Scout, unless Conversation author is set to Integration owner.
• Access to the CloudTalk Dashboard
• Valid Help Scout login credentials
• The email address you use in CloudTalk must match exactly with the email address in your Help Scout account. If the emails do not match, synchronization will not work correctly.

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Connect Help Scout to CloudTalk

1. In CloudTalk Dashboard, go to Settings > Integrations.
2. In the list of integrations, hover over Help Scout and select + Add.
   
3. You will be redirected to a Help Scout login to enter your credentials. Authorize to grant permissions and continue.
   
4. After a successful authentication process, you will be redirected back to the CloudTalk dashboard, where you can customize your integration.
5. Save to enact these changes and activate the integration.
   1. You can set your integration to Inactive at any time using the toggle at the top.

Once the integration is set up, Help Scout contacts will begin syncing with CloudTalk based on your configuration.

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Configure Integration Settings

• In General settings, select a Mailbox from the dropdown. This determines which Help Scout mailbox receives call conversations. If no mailbox is selected, call exports will fail silently.
  
• Specify a tag for your Help Scout contacts in CloudTalk and choose whether to import conversations from Help Scout as contact activities.

• Within the integration Workflow settings, you can define which calls (inbound, outbound, missed calls, voicemails, and redirected calls) should log to Help Scout. Calls will be logged as Help Scout conversations.
  
  For selected call types, a new conversation will be automatically created in Help Scout with each new phone call, which will include data such as the client phone number, calling date, time, and the duration of the call.

• In Workflow settings, set Conversation author to choose who creates each call conversation in Help Scout.
  • Call agent (default): the conversation is created under the agent who handled the call. Each agent needs the Access API permission in Help Scout, otherwise exports fail for them.
  • Integration owner: every call conversation is created under the admin who connected CloudTalk to Help Scout. Use this if your agents don’t have API access in Help Scout.
• Set Conversation assignment to choose who the conversation is assigned to.
  • Help Scout mailbox rules (default): Help Scout assigns the conversation based on your mailbox rules.
  • Call agent: CloudTalk assigns the conversation to the agent who handled the call.

The defaults match how the integration worked before, so nothing changes unless you switch them.

• For the Assign missed calls to setting, be sure to choose an agent to whom all tickets for Help Scout missed calls will be assigned to. Choose whether you want to create new contacts for unassociated numbers.

• Choose to only link activity from certain numbers to your Help Scout integration by using the Connected Numbers sections. If this section is left blank, data associated with all company numbers will be synced.

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Disconnect or Remove the Integration

To disconnect Help Scout:

1. Go to Dashboard > Settings > Integrations.
2. Open the Help Scout integration.
3. Toggle the integration to Inactive.

To fully remove the integration:

1. Click Delete integration button in the bottom-left corner.
2. Confirm the action.

After removal:

• Contact synchronization will stop.
• Call, SMS, and message export will stop.
• Previously exported data will remain in Help Scout.
• Existing contacts in CloudTalk will not be deleted.

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