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Help Scout is a help desk platform that centralizes customer support conversations across shared mailboxes, chat, and email. Connecting Help Scout lets Hyperline attach support conversations to the matching Hyperline customers, so the customer monitoring agent can weigh unresolved issues and support pressure alongside contract, invoice, payment, and usage data.
Help Scout is part of Customer intelligence, a paid add-on. The Help Scout card only appears in Settings > Integrations when Customer intelligence is enabled for your account. Contact the Hyperline team through the in-app chat to enable it.

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Prerequisites

  • A valid Help Scout account.
  • A Help Scout user allowed to authorize applications for your account, usually an administrator.
  • Admin rights on your Hyperline account.

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Connect Help Scout

1

In Hyperline, navigate to the Settings > Integrations page

2

Search for Help Scout and click Connect

3

Authorize on Help Scout

You are redirected to Help Scout. Sign in if needed, review the requested access, and confirm.
4

That's it!

You are redirected back to Hyperline and the integration appears as connected.

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Requested permissions

Help Scout does not offer granular scopes on this flow. The grant is scoped to what the authorizing user can see, so connect with a user who has access to every mailbox your customers write to. Hyperline only reads conversations and their messages, and never sends, replies to, or modifies anything in Help Scout. The single exception is the webhook described below, which Hyperline registers and removes for you.

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What Hyperline fetches

For every matched conversation, Hyperline stores: Help Scout conversations have no priority concept, so every synced conversation carries the same default priority in Hyperline.
Internal notes are synced alongside customer replies and stored as notes. Anything written on a conversation in Help Scout can therefore be used as context by the monitoring agent.

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Which conversations are matched

Help Scout has no company or account entity, only customers keyed by email, so the customer Domain is the only signal available. Hyperline searches conversations mentioning that domain, then keeps only those whose primary customer uses an email address on it. Public email domains, such as gmail.com, are skipped: a domain search on them would match unrelated conversations.
Keep customer Domain values up to date. The domain is the only way a Help Scout conversation can be attached to the right customer.
Each sweep reads the most recent conversations for a domain rather than the whole history, so a mailbox with years of conversations is not retrieved in full.

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Synchronization

Hyperline synchronizes Help Scout in three ways:
  • Daily synchronization: once a day, for every customer with a domain.
  • On-demand synchronization: a refresh is triggered when the customer monitoring agent analyzes a customer.
  • Webhook updates: conversations are refreshed as they change, without waiting for the daily run.

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Webhook

When you connect Help Scout, Hyperline registers a webhook in your Help Scout account labeled Hyperline support sync. It covers new conversations, status changes, tag changes, and customer or agent replies. The webhook is removed automatically when you disconnect the integration. Deleting it manually in Help Scout only stops the real-time refresh: the daily synchronization keeps running.

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Where Help Scout data appears

  • Customer page: the Integrations section shows a Help Scout row with the most recent thread. Open it to browse synced conversations with their statuses, labels, and messages.
  • Monitoring agent: enable Help Scout from the agent’s Connectors tab. See Customer monitoring agent.
  • Analysis results: Help Scout appears under Data sources when support context was used.

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Manage the integration

Open Settings > Integrations and select Help Scout. Synchronization errors, such as an expired authorization, are reported on this page. Use Disconnect to stop synchronizing new conversations and remove the Hyperline webhook.
Help Scout offers no way for an application to revoke its own access. To invalidate the authorization entirely, also remove Hyperline from the authorized applications of your Help Scout account.