Help Scout
Helpdesk & ITSMConnect AI agents to Help Scout. Agents create and triage conversations across shared mailboxes, add replies and notes, assign and tag threads, and sync customer records into support queues.
What This Integration Enables
An agent can create a conversation with an initial thread (a customer message, a team reply, or an internal note), read a conversation with its full thread list, list conversations with Help Scout's advanced search syntax, update subject, status, and assignee, and delete a conversation. It adds a reply that emails the customer or a note visible only to the team, lists threads, assigns or unassigns, and adds or removes tags. This is the triage surface: open the case, read the context, route it, and record the response. For customer data and reporting, the agent creates, reads, lists, and updates customers, lists mailboxes and their folders with conversation counts, lists users, reads the account owner as a connection check, and lists tags with their usage counts. Help Scout exposes no event triggers in this integration, so flows start from the systems feeding it: a form, a chat channel, or a scheduled sweep. The agent is the bridge between the channels where support requests arrive and the mailbox where they get resolved.
Without FlowRunner
With FlowRunner
Use Case Scenarios
Escalate Into a Mailbox
When a conversation elsewhere needs escalation, the agent calls Create Conversation to open a case in the right Help Scout mailbox with the context attached, then Assign Conversation to route it to the right team. The escalation lands where it will be worked, already assigned.
Sync New Customers
The agent fetches new signups from [Google Sheets](/integrations/google-sheets) with Get Rows, then calls Create Customer for each so support has a record before the first ticket. When the customer writes in, their profile is already there.
Notify on Assignment
After the agent runs Assign Conversation or Add Note, it posts a message to the support channel with [Slack](/integrations/slack) Send Message To Channel so the assigned agent sees the case immediately. Separately, a daily flow uses List Conversations to pull unresolved cases and logs a summary for the team.
Human-in-Loop Highlight
An internal note is safe: only the team sees it. Add Reply is not, because it emails the customer directly. A support answer often needs judgment the automation should not exercise, especially on a refund, a complaint, or an account-specific question. So the agent splits the two. It drafts the response as a note with Add Note, then routes it to a support agent through Slack or email as a [human-in-the-loop](/concepts/human-in-the-loop/) step, showing the conversation, the customer, and the proposed wording. The agent approves, and the reply is sent with Add Reply. The agent edits or holds, and nothing reaches the customer. The AI handles intake, triage, and drafting at scale; the message that actually reaches the customer gets a human.
Agent Capabilities
20 actionsConversations
5- Create Conversation Creates a new conversation in a mailbox with an initial thread (customer message, team reply, or internal note). The customer is identified by email and created if they do not exist. Optionally applies tags and an assignee.
- Get Conversation Retrieves a single conversation by ID, including subject, status, assignee, tags, and customer and mailbox references, optionally embedding all threads.
- List Conversations Lists conversations with filters for mailbox, status, tag, modification date, and Help Scout's advanced search query syntax. Paginated at 25 per page.
- Update Conversation Updates a conversation's subject, status, or assignee. Each provided field is applied separately; empty fields are unchanged.
- Delete Conversation Permanently deletes a conversation and all its threads by ID. This cannot be undone.
Threads
6- Add Reply Adds a reply thread to a conversation, emailed to the customer unless created as a draft. The customer is identified by ID or email. Optionally changes status in the same call.
- Add Note Adds an internal note thread, visible only to the team. Optionally changes status in the same call.
- List Threads Lists all threads of a conversation in reverse chronological order: messages, replies, notes, and line items, each with type, author, and body.
- Assign Conversation Assigns a conversation to a user, or removes the current assignee when unassign is enabled.
- Add Tags Adds one or more tags to a conversation, preserving existing tags. Tags that do not exist are created.
- Remove Tags Removes one or more tags from a conversation, keeping the rest. Tags not currently applied are ignored.
Customers
4- Create Customer Creates a new customer record with a name, email, and optional phone and organization. Fails if a customer with the same email already exists.
- Get Customer Retrieves a single customer by ID, including name, organization, job title, and contact entries.
- List Customers Lists customers with filters for email, first name, last name, or advanced search syntax. Paginated at 50 per page.
- Update Customer Updates a customer's profile fields. Only provided fields change; contact entries are managed separately.
Account
5- List Mailboxes Lists all mailboxes the connected app can access, with their IDs, names, slugs, and email addresses.
- List Mailbox Folders Lists a mailbox's folders (Unassigned, Mine, Drafts, Assigned, Closed, Spam, and custom) with active and total conversation counts.
- List Users Lists team members with filters for email or mailbox membership, each with role and timezone. Paginated at 50 per page.
- Get Me Retrieves the account owner profile for the configured credentials. Useful as a connection check.
- List Tags Lists all tags in the account with each tag's ID, name, color, and the number of conversations it is applied to.
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