This article explains how to connect Help Scout to CloudTalk, configure the integration, and manage it after setup.

User level: Admin

For more details on how calls are logged and how data is synced after setup, see Using CloudTalk with Help Scout.

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.

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.
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.

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.

Currently, calls can only be synchronized to Help Scout if there is an email address assigned to the existing contact.

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.

To disconnect Help Scout:

To fully remove the integration:

After removal:

Need help or have a question? Just reach out through our Support portal — we're here for you.