This article explains how to connect Help Scout to CloudTalk, configure the integration, install the CTI (if applicable), and disconnect it if needed.
For details on how calls are logged and how data is synced after setup, see:
How to Use CloudTalk with Help Scout.
User Level:
Admin
If you prefer video setup guides, here's an instruction video on Help Scout + CloudTalk - Integration Overview. Keep in mind that it features the legacy dashboard.
Before You Start
Requirements
An active CloudTalk account
An active Help Scout account
Admin access in CloudTalk
Permissions to authorize apps in Help Scout
Access Requirements
You must be logged into CloudTalk Dashboard
You must have credentials for your Help Scout account
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.
Connect Help Scout to CloudTalk
In CloudTalk Dashboard, go to Account > Integrations.
In the list of integrations, hover over Help Scout and select
+ Add.
You will be redirected to a Help Scout login to enter your credentials. Authorize to grant permissions and continue.
After a successful authentication process, you will be redirected back to the CloudTalk dashboard, where you can customize your integration.
Save to enact these changes and activate the integration.
You can set your integration to Inactive at any time using the toggle at the top.
Once the integration is set up, all your Help Scout contacts will be synchronized with CloudTalk.
Configure Integration Settings
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 automatically created in Help Scout with each new phone call, which will including data such as the client phone number, calling date, time, and the duration of the call.
Currently, calls can only be synchronized to Help Scout if there is an email address assigned to the existing contact.
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 synched.
Calling Directly from Help Scout
To enhance your productivity, you can use the Click-to-Call feature in order to make a call directly from your Chrome browser by clicking on a number in Help Scout.
Disconnect or Remove the Integration
To disconnect Help Scout:
Go to Dashboard > Account > Integrations.
Open the Help Scout integration.
Toggle the integration to Inactive.
To fully remove the integration:
Click Delete integration button in the bottom-left corner.
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.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!