Help Scout

You can connect Attentive with Help Scout to enable your customer support team to directly answer customers’ text message responses. The Attentive and Help Scout integration requires setup steps in both platforms.

Prerequisites

Ensure that you meet the following requirements in order to set up this integration:

• A Help Scout account
• Be aware that this integration requires intervention from our White Glove team at the end of the setup process.

Now, complete the following procedures to set up the integration.

Step 1. Collect Help Scout information

Log in to your Help Scout account and collect the following information:

• Mailbox ID—Go to the Manage tab, and click Mailboxes to edit your mailbox settings. Click the mailbox to which you want to sync your Attentive SMS messages. Then, copy and save the Mailbox ID (found in the address bar). For example, the mailbox ID is 227218 in the following image.
  
• Application ID and Application Secret—Go to your user profile to create a custom app by completing the following steps:
  1. 1. Click Apps and then click Create My App.
     2. Enter the App Name and Redirection URL.
        Tip: We recommend adding https://www.google.com as the Redirection URL. This URL is used to obtain the Client Code, which is described later in this article.
     3. Click Create.
        The Credentials section (App ID and App Secret) are automatically generated, as shown in the following image.
        
     4. Copy and save the App ID and App Secret.
• Client Code—Complete the following steps to generate the Client Code:
  1. 1. Go to https://secure.helpscout.net/authentication/authorizeClientApplication?client_id=application_id&state=your_secret.
        Note: Make sure to replace application_id and your_secret in the URL with the values you generated for the custom app in the previous step.
     2. Click Authorize (as shown in the following image). 
        
        The page is redirected to the Redirection URL that you previously configured above.
     3. Copy and save the Client Code that is located in the URL (the string after code= and before &state), as shown in the following image.
        

After collecting the relevant Help Scout information, complete the following procedure to set up the integration.

Step 2. Set up the integration in Attentive

Now, complete the following procedure to set up the integration in Attentive:

1. Navigate to the integrations setup page and select Help Scout.
2. Click Install.
3. Enter the following information::
   • User Email – (your Help Scout email address)
   • Client Code – collected in Step 1
   • Application Id – collected in Step 1
   • Application Secret – collected in Step 1
   • Mailbox Id – collected in Step 1
4. Click Save and continue.
5. On the next screen, choose whether you want to Forward Subscriber Messages through Customer Service.
   Note: By default, this setting is enabled (on), which will forward customer service messages to Help Scout. We recommend that you keep this setting enabled.
6. Click Save and continue.
7. Contact our White Glove team (whiteglove@attentivemobile.com) to let them know whether you want to your customers to be able to escalate their text message conversations to your customer support team using a specific keyword included in your autoresponder. (See Autoresponders for details.) If so, you’ll need to provide a support confirmation keyword for customers to use, as well as text for a preset acknowledgment message and later a resolution message (optional) to send them.
   Note: Whether you choose to use this functionality or not, you must let our White Glove team know so they can change or disable these settings for you.

Questions?

We’re here to help! Contact our White Glove team (whiteglove@attentivemobile.com) to ask about the Attentive + Help Scout integration.