Help Scout integration
When a call needs a person, Seth creates a Help Scout conversation with the full transcript and a summary.
Ringly is the AI phone support app for Shopify brands. Seth, the AI phone agent, answers the call, and when a person is needed the conversation lands in Help Scout.
What Seth can do with Help Scout
- When Seth can't finish a call, or the caller asks for a person, it creates a phone conversation in Help Scout. Cancellation requests for your team become conversations too.
- Seth adds a private note with a short summary, the full transcript and a link to the call, so nobody has to listen to the recording.
- Seth tags every conversation with the outcome and your store name, so your Workflows can route it.
- Seth files the call under the right customer: by email when it has one, otherwise by phone number.
I was charged twice for the same order. Can someone look into it?
Created a Help Scout conversation
I've passed this to the team with everything we talked about. They'll reply by email, so you won't have to explain it again.
Connecting Help Scout takes three steps
- In Ringly, open your Seth, go to the Integrations tab and click Connect on Help Scout.
- Help Scout asks if Ringly may access your account. Click Authorize.
- Choose when Seth should create a conversation: only when a call needs a person, or for every call. That's it, no developer needed.
Tracking for Help Scout runs through , which is built into Ringly.
What a Seth conversation looks like in Help Scout
Each call that needs a person becomes one active phone conversation in Help Scout. The phone message is a short summary that is safe for the caller to read. Under it sits a private note only your team sees, with the summary, the caller's number, the call time, the full transcript and a link to the call in Ringly.
If you switch on a conversation for every call, the calls Seth resolved arrive already closed. They never wait in your inbox.
Ringly only creates conversations and customers. It doesn't read or reply to the conversations already in your Help Scout, and it never emails your customer. They hear from you when your team replies.
Common questions about the Help Scout integration
Does Ringly integrate with Help Scout?
Yes. When Seth, Ringly's AI phone agent, can't finish a call, or the caller asks for a person, it creates a Help Scout phone conversation with the full transcript, a summary and a link to the call.
What do I need to connect Help Scout?
A paid Help Scout plan (Standard, Plus or Pro), because the Free plan has no API. In Ringly, open your Seth, go to the Integrations tab, click Connect on Help Scout and click Authorize. Sign in to Help Scout as a user who can see the inbox you want the calls in.
Which inbox do the calls go to?
The inbox with the same email address as your Seth's support email. If none matches, the calls go to your oldest inbox.
Does every call become a conversation?
Only if you want that. By default Seth creates a conversation when a call needs a person or a cancellation needs your team. You can switch on a conversation for every call, and resolved calls then arrive already closed.
Does the caller get an email from Help Scout?
No. Conversations Seth creates send the caller nothing. The caller hears from you when your team replies.
Do conversations from Ringly add to my Help Scout bill?
No. Help Scout charges per user, and Seth, Ringly's AI phone agent, doesn't take a user seat.
Can Ringly read the conversations in my Help Scout?
Ringly doesn't. Help Scout's approve screen says Ringly gets access to everything in the Help Scout API, because Help Scout offers no narrower option. Ringly only creates conversations and looks up customers by email or phone number. It doesn't read, change or reply to the conversations already in your Help Scout, and replies don't sync back.
