If you use Help Scout as your helpdesk platform, integrating it with Rep streamlines communication with shoppers who need human assistance. When enabled, the integration automatically creates a ticket in Help Scout whenever a shopper requests human support through the Rep widget.
This guide covers how the Rep x Help Scout integration works and how to connect your Help Scout account to Rep.
Understand how the Help Scout integration works
When a shopper requests human assistance in the conversation in the Rep widget, Rep will gather the shopper's contact details and send you a notification email. This email contains a summary and transcript of the conversation so far, as well as the contact information provided by the shopper. When the Help Scout integration is enabled, the notification email will appear as a new ticket in Help Scout.
If you reply while the shopper is still on your website:
- The conversation will turn into a real-time live chat. In other words, your reply within the Help Scout ticket will appear as a live message within the Rep widget on the shopper’s end. You can then continue conversing with the shopper within the ticket interface in Help Scout.
If the shopper has already left your website:
- Your reply will still be sent to the shopper's email address. This setup ensures that you can respond immediately or at a later time, as you prefer, knowing your messages will always reach the shopper.
Connect your Help Scout account to Rep
- Log into the Rep console at the following link: https://app.hellorep.ai/home
- In the left-hand menu, navigate to Settings > Integrations.
- On the Integrations page, select the Support tab at the top, then locate the Help Scout panel and click Connect. In the pop-up modal that appears, click Connect again.
- You will be directed to log into your Help Scout account. Follow any remaining prompts to approve permissions.
Need help or advice? Reach out to us at: support@hellorep.ai