helpscout.net

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About Help Scout

Help Scout is a customer support platform providing shared inboxes, a knowledge base (Docs), live chat, and reporting tools for support teams. It is designed for simplicity and team collaboration, targeting small to mid-sized businesses. AI features including AI Drafts and AI Summarize are available on Plus and Pro plans. AI Answers (autonomous resolution) is billed separately per resolved conversation.

AI Agent Use Cases

- Shared inbox for collaborative email-based support

- Docs knowledge base for self-service customer help

- Live chat widget

- AI Drafts and AI Summarize on Plus and Pro plans

- AI Answers for autonomous conversation resolution (add-on, per resolution billing)

- Reporting and CSAT tracking

Available Actions

These are the specific actions that AI agents can perform with this tool

Add Note to Conversation

3 inputs

Adds a textual note to an existing Help Scout conversation to provide internal context or updates.

Inputs

conversationId

The unique identifier of the conversation.

text

The content of the note.

userId

The unique identifier of the user.

Create Customer

22 inputs

Creates a new customer record in Help Scout with specified contact details.

Inputs

firstName

First name of the customer. When defined it must be between 1 and 40 characters.

lastName

Last name of the customer. When defined it must be between 1 and 40 characters.

phone

The phone number that will be used when creating a new customer.

photoUrl

URL of the customer

jobTitle

Job title. Max length 60 characters.

photoType

The type of photo.

background

This is the Notes field from the user interface. Max length 200 characters.

location

Location of the customer. Max length 60 characters.

organization

Organization. Max length 60 characters.

gender

Gender of this customer.

age

Customer

emails

List of email entries. **Format: {\

phones

List of phone entries. **Format: {\

chats

List of chat entries. **Format: {\

socialProfiles

List of social profile entries. **Format: {\

websites

List of websites entries. **Format: {\

addressCity

The city of the customer.

addressState

The state of the customer.

addressPostalCode

The postal code of the customer.

addressCountry

The [ISO 3166 Alpha-2 code](https://www.iban.com/country-codes) country of the customer.

addressLines

A list of address lines.

properties

List of social profile entries. **Format: {\

Send Reply

4 inputs

Sends an email reply to a specific Help Scout conversation, delivering your message directly to the customer.

Inputs

conversationId

The unique identifier of the conversation.

customerId

The unique identifier of the customer.

text

The content of the reply.

draft

If set to true, a draft reply is created.