The guide covers how to view Help Scout profiles during calls, make calls with Click-to-Call, add tags and notes, and ensure that every interaction is logged as an activity in Help Scout.
User Level:
Supervisor
Analyst
Agent
Calling from Help Scout
Make Outbound Calls (Click-to-Call)
When logged into Help Scout, phone numbers automatically appear in a clickable format.
Click any phone number to initiate a call. The call will be placed through CloudTalk using the Click-to-Call feature.
Once the call starts, you can access the associated Help Scout profile directly from the CloudTalk Phone app, giving you immediate access to relevant customer context during the conversation.
Receive Inbound Calls
When an inbound call is received, agents can open the customer’s Help Scout profile directly from the CloudTalk Phone app by clicking the Help Scout button.
This provides instant access to:
Previous conversations
Notes
Attachments
Customer details
This allows agents to review relevant information before or during the call.
Call Logging and Data Exchange
Call Logging in Help Scout
When a call is logged to Help Scout, it is created as a phone-type conversation.
Each logged call includes:
The call direction (for example, Outbound call (completed))
The call status (Active, Closed, or Pending, depending on your configuration)
The CloudTalk number used for the call
The caller’s phone number
The assigned CloudTalk agent
Call duration
Call date and time
A link to recording
A link to View customer in CloudTalk
If call tags were applied in CloudTalk, they are added to the Help Scout conversation.
In the example below, "Interested" is a call tag synced from CloudTalk.
If an agent adds a note during or after the call in CloudTalk, that note is also exported to Help Scout.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!