Help Scout

NATIVE INTEGRATION

Turn every call into a complete Help Scout conversation and see customer details directly in the softphone before you answer.

One-click OAuth connection, no Client ID or Client Secret

Automatic logging for calls, statuses and recordings

Any number of accounts and mailboxes, managed independently

Help Scout conversation with call details and a recording from isahar Voice

Every call becomes a complete Help Scout conversation

When an incoming or outgoing call ends on a connected phone number, isahar Voice automatically identifies the customer and adds the activity to the selected mailbox.

Customer automatically identified or created

The phone number is looked up in Help Scout. If no matching customer exists, a new one is created.

Existing conversation or a new one

You can choose whether the integration looks for an existing conversation with the customer in the mailbox, or creates a new conversation for every call.

Call details in a phone thread

The conversation receives the call direction, the customer’s number, the agent’s name, the duration and the call status.

Easy-to-follow status

Every call automatically gets one of the tags below.

answeredmissed-callvoicemail

Recording added automatically

Once the audio file has been processed, the integration adds a follow-up note containing a link to the recording. This note may appear a few seconds after the other call details.

OAuth connection, with no API keys

Connect Help Scout directly from the isahar Voice admin panel. Click "Connect to Help Scout," log in to Help Scout and authorize access. You’re then brought back to isahar Voice automatically, straight to the mailbox selection step. You don’t need to create an app, enter a Client ID or copy a Client Secret.

Choose the phone numbers

Select the numbers that will use the new connection. You can skip this step and add them later.

Authorize access

Choose the mailbox

After authorizing, you’re automatically taken to the mailbox selection step.

Configure call logging

Choose how conversations are handled and whether contacts should be synced.

Connect any number of accounts and mailboxes

You can create multiple Help Scout connections, each with its own authorization, mailbox, numbers and settings.

The same number can be included in more than one connection. In that case, the call is logged separately in each mailbox. If logging fails for one connection, the others keep working independently.

Choose exactly how calls are logged

Each connection has its own settings:

Mailbox

Choose the mailbox where calls will be logged.

Connected phone numbers

Select the isahar Voice numbers that will send activity through this connection.

Conversation behavior

You can look for an existing conversation or always create a new one. When searching for an existing conversation, you can also allow conversations closed within the last N hours to be reopened.

Contact sync

If enabled, the customer found or created in Help Scout is also saved to the isahar Voice address book.

Automatically reopen recent conversations

If the integration finds a closed conversation, it can reopen it automatically when it falls within the time window you configured. This allows a new call to continue the context of a recent conversation instead of creating an unnecessary separate ticket.

See who is calling before you answer

If a number isn’t already known to the isahar Voice address book or to your other connected integrations, it’s also looked up in Help Scout. When the customer is found, the agent sees their name, email address and company right in the softphone, before picking up the call.

Manage each connection separately

In Admin → Apps, every connection appears on its own row, together with the selected mailbox and the number of phone lines attached to it.

You can change the mailbox, numbers, logging behavior and contact syncing independently.

You can disconnect a single connection without affecting the others.

If access to Help Scout expires or is revoked, the operator console automatically shows an alert.

Visible options that are still in development

The following options are visible in the interface and get saved, but currently don’t change the integration’s behavior:

"Reassign the conversation to the agent who answers the call" — the conversation is not yet reassigned automatically in Help Scout.
"Duplicate handling" — the integration does not yet detect or handle duplicate customers automatically, regardless of the option selected.

Known limitations

Searching by phone number

Help Scout doesn’t offer native customer search by phone number. The integration checks a paginated list, limited to roughly 20 pages. On accounts with very many customers, the first match for a new number may be missed. Later calls from the same number are identified quickly using locally saved data.

Accessing recordings

The link in the Help Scout note opens an authenticated isahar Voice endpoint. To listen to the recording, the agent must also be logged in to isahar Voice.

Your data and integration remain under your control

Tokens and passwords are encrypted in the database and are never stored in plain text.

You can connect or disconnect the integration at any time from the administration panel.

Matched data is saved to the isahar Voice address book, making future callers faster to identify.

You do not need to contact support to enable or disable the integration.

Connect your calls to Help Scout conversations

Try the Help Scout integration directly in isahar Voice and keep your conversation and call history together in one place.

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