> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Using CloudTalk with Help Scout

> Explore how calls are handled and how information is synced between CloudTalk and Help Scout

> [!NOTE]
>
> 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:** Admin, Agent, Supervisor

***

## Calling from Help Scout

### Make Outbound Calls

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](https://help.cloudtalk.io/en/articles/2964244-the-click-to-call-extension.md) 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.

![](https://mintcdn.com/cloudtalk/iz8SL1-6a3Qpskmu/images/help-center/articles/5368945/7ad60bcd58bc-gifgifgifgif.webp?fit=max\&auto=format\&n=iz8SL1-6a3Qpskmu\&q=85\&s=75cfe3f395778e18dd1866172ebf6fd8)

### 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.

![](https://mintcdn.com/cloudtalk/iz8SL1-6a3Qpskmu/images/help-center/articles/5368945/e67dcde12874-d0-a1-d0-bd-d0-b8-d0-bc-d0-be-d0-ba-2b-d1-8d-d0-ba-d1-80-d0.png?fit=max\&auto=format\&n=iz8SL1-6a3Qpskmu\&q=85\&s=7bf652b991f30a6c5fe90835141ec87b)

## 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**.

Who creates the conversation and who it's assigned to depends on the **Conversation author** and **Conversation assignment** settings in the integration's Workflow settings (see [Configure Help Scout](https://help.cloudtalk.io/en/articles/2271916-configure-help-scout.md)).

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.

![](https://mintcdn.com/cloudtalk/iz8SL1-6a3Qpskmu/images/help-center/articles/5368945/47aeb7785a25-screenshot-2026-02-12-at-16-37-25.png?fit=max\&auto=format\&n=iz8SL1-6a3Qpskmu\&q=85\&s=5f03923049eced2ef3ae0408e675f940)

If an agent adds a **note** during or after the call in CloudTalk, that note is also exported to Help Scout.

![](https://mintcdn.com/cloudtalk/iz8SL1-6a3Qpskmu/images/help-center/articles/5368945/832b04c75c93-screenshot-2026-02-12-at-16-44-06.png?fit=max\&auto=format\&n=iz8SL1-6a3Qpskmu\&q=85\&s=0129cc102f6027f7543539f2dab74d61)

***

*Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you.


## Related topics

- [Configure Help Scout](https://help.cloudtalk.io/en/articles/2271916-configure-help-scout.md)
- [Integrations guide](https://help.cloudtalk.io/en/articles/10570091-integrations-guide.md)
- [Using CloudTalk with Front](https://help.cloudtalk.io/en/articles/5361474-using-cloudtalk-with-front.md)


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