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
If you prefer video guidance, check out the Help Scout + CloudTalk Integration Overview tutorial.
Accessing Help Scout profiles during calls
When a call comes in, open the customer’s Help Scout profile with a single click by pressing the Help Scout button in the CloudTalk Phone app.
This gives instant access to notes, files, and past interactions, helping provide faster and more accurate support even before answering.
Making calls with Click-to-Call
When logged into Help Scout, all phone numbers automatically appear in a clickable format.
Simply click on a number to initiate a call - this is known as the Click-to-Call feature.
Once the call starts, the associated Help Scout profile is only one click away, giving you direct access to valuable customer context.
Adding tags, notes, and evaluations
During or after a call, agents can:
Apply tags to categorize calls.
Add notes for additional context.
Evaluate the customer’s mood or call quality.
Logging calls in Help Scout
After the call ends and all relevant details have been added, click Done. The call will then be logged as an activity in Help Scout, complete with notes, tags, and evaluation data.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!