Introduction
The Helpscout integration connects your helpdesk platform with Rep AI, creating a powerful support ecosystem that combines AI efficiency with human expertise. This seamless connection allows your AI assistant to handle routine inquiries while effortlessly transitioning complex issues to your support team, all while maintaining complete conversation context.
Key Benefits
Provide 24/7 customer support even when your team is offline
Reduce support ticket volume by handling routine inquiries with AI
Create seamless handoffs between your AI assistant and Helpscout support team
Maintain full conversation context when transitioning to human agents
Deliver consistent customer experiences across all support channels
How to Connect Helpscout to Rep AI
Navigate to Integrations
Go to Settings → Integrations in your Rep AI Console
Select the "Support" tab or search for "Helpscout" in the search bar
Connect Helpscout
Find the Helpscout card in the integrations page
Click the "Connect" button to begin the integration process
Authentication Process
You'll be redirected to the Helpscout login page
Enter your Helpscout account credentials to authorize the connection
Unlike some other platforms, Helpscout doesn't require entering a subdomain URL and redirects immediately to the authentication page
If you're already logged into Helpscout, you may simply need to approve the authorization request
Verify Connection
Once connected, you'll see a green checkmark on the Helpscout integration card
Your Helpscout account is now linked to Rep AI
How the Support Handoff Works
When a customer requests support or encounters an issue that requires human assistance, Rep AI creates a seamless transition to your Helpscout helpdesk:
1. Customer Support Request
The handoff process begins when a customer:
Clicks a "Contact Support" button in the chat
Types a message indicating they need help from a support agent
Asks a question the AI recognizes requires human assistance
2. Customer Information Collection
Before creating a support ticket, the AI will collect essential information:
Email address: Required to create the ticket and for agent follow-up
Name: Helps personalize the support experience
Additional details: The AI may ask about the nature of the issue or request additional context
Phone number: Optional information that may be collected if relevant
3. Ticket Creation in Helpscout
Once the necessary information is collected, a comprehensive support ticket is automatically created in Helpscout containing:
Ticket Header Information:
New Customer Support Request
Customer name and email
Phone number (if provided)
Time spent on website
Session status
AI-Generated Summary:
Topic categorization
Concise summary of the customer's issue
Key highlights from the conversation
Customer Website Activity:
Pages visited
Products viewed
Items added to cart
Complete Conversation History:
Full transcript of the interaction between the customer and AI
Timestamps of messages
All questions asked and responses given
4. Live Chat Transition
If a support agent responds while the customer is still active:
The conversation seamlessly transitions to live chat mode
The customer is notified they're now speaking with a human agent
The agent has full access to the previous conversation history
All messages are synchronized between Helpscout and the customer chat
When enabled, the Helpscout Beacon will pop up when transitioning to human handoff
5. Resolution and Return to AI
Once the support agent resolves the issue:
The agent marks the ticket as resolved in Helpscout
The chat automatically transitions back to AI assistance
The Rep widget returns when the customer is done messaging human agents
The AI can continue to assist with additional questions
The support interaction is documented for future reference
Troubleshooting
Connection Issues
Authorization Failed: Verify you have admin permissions in your Helpscout account
Beacon Integration: If the Helpscout Beacon isn't appearing during handoff, check your Helpscout configuration settings
Support Handoff Issues
Tickets Not Creating: Verify the integration is properly connected and authorized
Missing Information: Check that customer data is being collected correctly before handoff
Agent Response Not Appearing: Ensure the integration has appropriate permissions to access conversations
Frequently Asked Questions
Q: How quickly are support tickets created in Helpscout?
A: Support tickets are created immediately after the customer provides the required information, typically within seconds.
Q: Will customers know they're being transferred to a human agent?
A: Yes, customers receive a notification that their request has been sent to your support team, and they'll be informed when a human agent joins the conversation.
Q: Will connecting Rep AI affect my existing Helpscout workflows?
A: No, Rep AI works alongside your existing workflows without disrupting them. It simply adds AI capabilities to your support system.
Q: What happens if a customer requests support outside of business hours?
A: The AI will still collect their information and create a ticket in Helpscout. Your team can then respond when they return, and the customer will receive an email notification of the response.
Need More Help?
If you're experiencing issues with your Helpscout integration, contact our support team for assistance. We're here to help you get the most out of your AI assistant and support platform integration.