Help Scout

Create conversations, list conversations, and add replies in Help Scout.

Customer supportAPI key9 actionsAll integrations

On this page

Connect
Call it from a workflow
Actions (9)
create_conversation
find_conversation
send_reply
add_note
create_customer
custom_api_call
find_customer
find_user
update_customer_properties
Details

Connect

Auth type: API key (secret_text). Paste the API key (or token) from the provider's settings into the connect dialog. It is encrypted at rest and only decrypted on the server when an action runs.

In the editor: Backend panel, Integrations tab, then Connect. This connects it for the project.
For every project in a workspace: Workspace settings, Integrations.
Owners and admins choose which integrations members may connect in the admin panel (Integrations tab), and can attach their own OAuth app there.

Call it from a workflow

Pass the action name and its input. The call resolves with { success, output, error? }; a missing connection resolves with success false and the reason. See ctx.integrations.invoke and ctx.integrations.call.

Native workflow

// .workflow.js (native ctx)
export async function run(ctx) {
  const res = await ctx.integrations.invoke("help-scout", "create_conversation", {
    "mailboxId": "<mailboxId>",
    "subject": "<subject>",
    "customerEmail": "<customer email>",
    "threadType": "chat",
    "status": "active",
    "body": "<body>"
  });
  if (!res.success) throw new Error(res.error);
  ctx.log.info("Help Scout answered", { output: res.output });
}

defineWorkflow module

// defineWorkflow module (@app/sdk ctx)
import { defineWorkflow } from "@app/sdk";

export default defineWorkflow({
  id: "help-scout-create-conversation",
  name: "Help Scout: Create Conversation",
  description: "Calls Help Scout when a row is created.",
  trigger: { type: "entity_event", entity: "tickets", event: "created" },
  async run(ctx, event) {
    const res = await ctx.integrations.call("help-scout", {
      "action": "create_conversation",
      "mailboxId": "<mailboxId>",
      "subject": "<subject>",
      "customerEmail": "<customer email>",
      "threadType": "chat",
      "status": "active",
      "body": "<body>"
    }) as { success: boolean; error?: string };
    if (!res.success) throw new Error(res.error);
  },
});

From an app (connector proxy)

curl -X POST "$APP_ORIGIN/__appbricx/connector-proxy/help-scout/create_conversation" \
  -H "Authorization: Bearer $APP_KEY" \
  -H "content-type: application/json" \
  -d '{"props":{"mailboxId":"<mailboxId>","subject":"<subject>","customerEmail":"<customer email>","threadType":"chat","status":"active","body":"<body>"}}'

Actions

create_conversationin catalog

Create Conversation. Start a new conversation.

Input	Type	Description
`mailboxId`required	id (picked from your account)	Mailbox
`subject`required	text	Subject
`customerEmail`required	text	Customer Email
`fromUser`optional	id (picked from your account)	From User
`threadType`required	one of "chat" \| "phone" \| "reply" \| "customer"	Thread Type
`status`required	one of "active" \| "closed" \| "pending"	Conversation Status
`body`required	long text	Body
`assignTo`optional	id (picked from your account)	Assigned User
`tags`optional	array	Tags
`cc`optional	array	CC
`bcc`optional	array	BCC
`imported`optional	boolean	Imported

find_conversationin catalog

Find Conversation. Finds an existing conversation using provided filter.

Input	Type	Description
`subject`optional	text	Subject
`mailboxId`optional	id (picked from your account)	Mailbox
`status`optional	one of "active" \| "open" \| "closed" \| "pending" \| "spam" \| "all"	Status
`assignTo`optional	id (picked from your account)	Assigned User
`email`optional	text	Email
`tags`optional	array	Tags
`query`optional	text	Custom Query

send_replyin catalog

Send Reply. Sends a reply in an existing conversation.

Input	Type	Description
`conversationId`optional	id (picked from your account)	Conversation
`text`required	long text	Reply Text
`customerEmail`required	text	Customer Email
`draft`optional	boolean	Draft
`status`optional	one of "active" \| "pending" \| "closed" \| "spam"	Conversation Status
`userId`optional	id (picked from your account)	User (who adds the reply)
`cc`optional	array	CC (emails)
`bcc`optional	array	BCC (emails)

add_note

Add Note. Adds a note to a conversation.

Input	Type	Description
`conversationId`optional	id (picked from your account)	Conversation
`text`required	long text	Note Text
`userId`optional	id (picked from your account)	User

create_customer

Create Customer. Adds a new customer to Help Scout.

Input	Type	Description
`email`required	text	Email
`firstName`optional	text	First Name
`lastName`optional	text	Last Name
`phone`optional	text	Phone
`photoUrl`optional	text	Photo URL
`jobTitle`optional	text	Job Title
`location`optional	text	Location
`background`optional	long text	Background
`age`optional	text	Customer’s age (string, e.g. "30-35")
`gender`optional	one of "male" \| "female" \| "unknown"	Gender
`organization`optional	text	Organization
`socialProfiles`optional	array	URLs for social profiles (type will be set to "other")

custom_api_call

Custom API Call. Make a custom API call to a specific endpoint

Input	Type	Description
`url`required	object (depends on other props)	url
`method`required	one of "GET" \| "POST" \| "PATCH" \| "PUT" \| "DELETE" \| "HEAD"	Method
`headers`required	object	Authorization headers are injected automatically from your connection.
`queryParams`required	object	Query Parameters
`body_type`optional	one of "none" \| "json" \| "form_data" \| "raw"	Body Type
`body`optional	object (depends on other props)	Body
`response_is_binary`optional	boolean	Enable for files like PDFs, images, etc.
`failsafe`optional	boolean	No Error on Failure
`timeout`optional	number	Timeout (in seconds)
`followRedirects`optional	boolean	Follow redirects

find_customer

Find Customer. Finds a customer by email.

Input	Type	Description
`email`required	text	Email

find_user

Find User. Finds a user by email.

Input	Type	Description
`email`required	text	Email

update_customer_properties

Update Customer Properties. Updates customer's properties.

Input	Type	Description
`customerId`required	id (picked from your account)	Customer
`fields`required	object (depends on other props)	Customer Properties

Details

Id: help-scout
Category: Customer support
Tags: helpdesk, email, support, shared-inbox
Package: @activepieces/piece-help-scout@0.1.4
Tier: Community