You can connect Attentive with Help Scout to enable your customer support team to directly answer customers’ text message responses. The Attentive and Help Scout integration requires setup steps in both platforms.

Here's what we cover in this guide:

  • How to collect information from Help Scout
  • How to configure the Help Scout integration in the Attentive platform

Here's what we don't cover in this guide:

  • How to set up a Help Scout account
  • How to set up an Attentive account

To view a video on how to set up this integration, see the Additional resources section.

Step 1. Collect Help Scout information

Log in to your Help Scout account and collect the following information:

  • Mailbox ID—Go to your Mailbox tab and click Settings to edit your mailbox. Then, copy and save the Mailbox ID, as shown in the following image.
    mailboxID.png
  • Application ID and Application Secret—Go to your user profile to create a custom app by completing the following steps:
      1. Click Apps and then click Create My App.
      2. Enter the App Name and Redirection URL.
        Tip: It is recommended to add https://www.google.com as the Redirection URL. This URL is used to obtain the Client Code, which is described later in this article.
      3. Click Create. The Credentials section (App ID and App Secret) are automatically generated, as shown in the following image.
        appIDandsecret.png
      4. Copy and save the App ID and App Secret.
  • Client Code—Complete the following steps to generate the Client Code:
      1. Go to https://secure.helpscout.net/authentication/authorizeClientApplication?client_id=application_id&state=your_secret.
        Note: Make sure to replace application_id and your_secret in the URL with the values you generated for the custom app in the previous step.
      2. Click Authorize (as shown in the following image). 
        authorize_app.png
        The page is redirected to the Redirection URL that you previously configured above.
      3. Copy and save the Client Code that is located in the URL (the string after code= and before &state), as shown in the following image.
        code.png

After collecting the relevant Help Scout information, follow the Attentive setup steps to complete the integration.

Step 2. Set up the integration in Attentive

Now, complete the following procedure to set up the integration in Attentive’s platform:

  1. Navigate to the integration setup page and select Help Scout.
  2. Enter the following details that you previously collected in the Collect Help Scout information section:
    • User Email (Note that this is your Help Scout email address)
    • Client Code
    • Application ID
    • Application Secret
    • Mailbox ID
  3. (Optional) Edit the Support Confirmation setting. By default, this setting is enabled (toggled on) and includes a default keyword and messages for the following fields:
    • Support Confirmation Keyword
    • Acknowledgement Message
    • Resolution Message

      Important! If this setting is enabled, you must update your autoresponder to include the Support Confirmation Keyword, otherwise customers won't know how to reply for support. See Autoresponders for details.
  4. Click Set up integration. Your Help Scout account is now connected to Attentive.

Additional resources

View the following video to see how to connect Attentive with Help Scout.


Questions?

We’re here to help! Contact our White Glove team (whiteglove@attentivemobile.com) to ask about the Attentive + Help Scout integration.