Help Scout

The Help Scout add-on turns each message of a form into a conversation in your Help Scout inbox, as if the sender had emailed it: the sender is the customer, with their name, and the files they upload are attached. A note only your team sees can say where the message came from, or what the store said of a purchase code.

Set it up

1. In Help Scout, open Your Profile → My Apps and click Create My App. Any redirect URL will do, such as your site’s address.
2. Paste its App ID and App Secret in Contact Form → Settings → Integrations → Help Scout and save. The card says Connected when Help Scout takes them.
3. Open a form, then its Help Scout tab, and pick the inbox.

To keep the same message from coming twice, turn off the form’s mail (Advanced → Don’t send mail), or send it to an address that isn’t your Help Scout inbox.

The form’s Help Scout tab

Setting	What it does
Help Scout inbox	Where conversations go. Don’t send to Help Scout leaves this form out.
Status	Active or Pending.
Tags	Separated by commas. Mail tags work too, such as [_form_title]. website at first.
Send the inbox’s auto reply	The one set in Help Scout for the inbox. Off at first, as the form can send its own copy to the sender.
Their email address is in	The first Email field, or the one you pick. A message without an email isn’t sent: Help Scout needs one.
Their name is in	A field called name, first name or last name, or the one you pick. A whole name is split into first and last.
The subject is in	A field called subject, else the form’s title, or the field you pick.
Message	What the customer wrote, as your team sees it. [_all_fields] at first.
Attach the files they upload	On at first. Up to 10 MB each.
Note for your team	Only your team sees it. Sent from [_url] at first. Empty: no note.

With a Purchase code field

Put [_purchase_summary] in the note and each conversation says what the store said of the code: the product, the buyer and when support ends. Only buyers reach the form, and your team sees their purchase without looking it up.

For developers

Nothing is sent while the form is in Test mode, and fields in a hidden group are left out.

Hook	What it does
remaily_helpscout_conversation	The conversation sent, as Help Scout’s Create Conversation body: ( $conversation, $submission ). Add custom fields or an assignee, or return an empty array to send nothing.
remaily_helpscout_created	After it’s made: ( $id, $submission ), the conversation’s ID in Help Scout.