Help Scout
Connect your Help Scout OAuth app to search the Inbox API and respond to conversation, customer, chat, and other support events.
What your agents can do
Agents search the Inbox API reference and call endpoints with your connected user's permissions. They can read conversations, write replies and notes, manage customers and tags, and retrieve reports. The index includes the Mailbox API reference's v2 and v3 endpoints. Help Scout's separately authenticated Docs API is not included.
Connect your account
- In Help Scout, open Your Profile > My apps > Create My App.
- Copy the OAuth callback URL shown in Helios into the app's Redirection URL. It ends in
/integrations/help_scout/oauth_callback. - In Helios, select Your Help Scout OAuth app, enter Client ID and Client Secret, and authorize the connection.
Help Scout has no OAuth scopes. Access follows the authorizing user's permissions, and some operations require an administrator or owner. The user must remain active and invited.
Helios refreshes the two-day access tokens. Reconnect if Help Scout rejects the refresh token. App-only tokens from the client credentials flow are not supported. See Help Scout authentication.
Triggers
Helios registers signed webhooks automatically for all inboxes using V3 resource payloads. Setup attempts every event below. If Help Scout refuses an event, the other events are still subscribed and the refused event shows as unavailable with Help Scout's reason.
| Resource | Events |
|---|---|
| Conversations | convo.assigned, convo.created, convo.deleted, convo.merged, convo.moved, convo.status, convo.tags, convo.custom-fields, convo.customer.reply.created, convo.agent.reply.created, convo.note.created |
| AI answers | convo.ai-answers.created, convo.ai-answers-email.reply.created, convo.ai-answers-email.resolution |
| Customers | customer.created, customer.updated, customer.deleted |
| Ratings | satisfaction.ratings |
| Chats | beacon.chat.created, beacon.chat.customer.replied, beacon.chat.agent.replied, beacon.chat.assigned, beacon.chat.ended |
| Tags | tag.created, tag.updated, tag.deleted |
| Surveys | message.survey.response.received |
| Organizations | organization.created, organization.updated, organization.deleted |
| Users | user.status.changed |
Conversation filters include resource and inbox IDs, assignee, status, type, subject, tags, and customer ID or email. Other events offer filters from their resource fields, such as chat tags, customer emails, organization domains, rating, survey response, or user availability.
Deleted resources offer only an ID filter. The two AI email events offer only an ID filter because Help Scout does not describe their payloads. The customer-created event is account-wide. Agent-reply events exclude automatic replies.
Help Scout's webhook guide lists four events absent from the registration enum: convo.ai-answers.created, beacon.chat.agent.replied, beacon.chat.assigned, and beacon.chat.ended.
Delivery and limits
Help Scout sends no delivery ID, so Helios treats identical deliveries of the same event within 24 hours as one. Two identical legitimate updates in that window start only one run.
Help Scout retries failed deliveries up to ten times and can deactivate a webhook after ten discarded events. After you resolve a delivery problem, reconnect to set up the webhook again. Disconnecting removes the connection's webhooks.
The API rate limit is shared across the account, and writes count twice. A 403 can indicate missing permissions or unavailable features. A 429 indicates throttling.
Last updated on