Learn how to set up and customize your Help Scout integration.
User Level:
Admin
Help Scout Setup
Video Guide
Steps from CloudTalk Dashboard
From your Dashboard, navigate 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.
Customize CloudTalk With Help Scout
Data Import
Specify a tag for your Help Scout contacts in CloudTalk and choose whether to import conversations from Help Scout as contact activities.
Logging Calls
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.
Missed Call Assignment
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.
Connected 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.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!