Help Scout connector for AI agents

Tools your support agent reaches for on Help Scout, scoped per user.

CALL ANY TOOL

100 tools for customer support in Help Scout: search and read conversations and threads, send replies and notes, tag, snooze, and run workflows, manage customers and organizations, use saved replies, and read company, happiness, and productivity reports.

helpscout_conversation_attachment_create

Create conversation attachment

Attach a file, sent as Base64 text, to a thread in a Help Scout conversation. Help Scout scans uploads and blocks malicious files. Returns an empty body on success; the new attachment ID is in the Resource-Id response header. Use conversation_attachment_create to add a file to an existing thread. To attach files while writing, use the attachments input of conversation_reply_create or conversation_note_create.

Parameters

Name

Type

Required

Description

conversation_id

integer

Required

Help Scout conversation ID (the internal `id`, not the conversation `number` shown in the app). Get it from List Conversations or Search Conversations.

data

string

Required

File content encoded as Base64.

file_name

string

Required

File name, with extension.

mime_type

string

Required

MIME type of the file.

thread_id

integer

Required

Thread ID inside the conversation. Get it from List Threads (`_embedded.threads[].id`).

helpscout_conversation_attachment_data_get

Get conversation attachment data

helpscout_conversation_attachment_delete

Delete conversation attachment

helpscout_conversation_custom_fields_update

Update conversation custom fields

helpscout_conversation_customer_thread_create

Create conversation customer thread

helpscout_conversation_reply_create

Create conversation reply

Send a reply from your team to the customer on a Help Scout conversation, or save it as a draft. Returns an empty body on success; the new thread ID is in the Resource-Id response header. Use conversation_reply_create to answer the customer by email. Use conversation_note_create for an internal note the customer never sees. Get the customer ID from conversation_get (primaryCustomer.id).

Parameters

Name

Type

Required

Description

conversation_id

integer

Required

Help Scout conversation ID (the internal `id`, not the conversation `number` shown in the app). Get it from List Conversations or Search Conversations.

text

string

Required

Reply text sent to the customer. HTML is allowed.

assign_to

integer

Optional

User or team ID to assign the conversation to once the reply is published.

attachments

array

Optional

Files to attach to the thread. Each file needs its name, its MIME type and its content as a Base64 string. Example: [{"fileName": "invoice.txt", "mimeType": "text/plain", "data": "aGVsbG8="}].

bcc

array

Optional

Email addresses to blind-copy on the thread.

array

Optional

Email addresses to copy on the thread.

created_at

string

Optional

Creation time to record for an imported thread, as ISO 8601 UTC. Only allowed when imported is true.

customer_email

string

Optional

Email of the customer being replied to, used when customer_id is not set. If no customer has this email, Help Scout creates one using the first and last name below.

customer_first_name

string

Optional

First name for a new customer created from customer_email (1 to 40 characters). Ignored when the customer already exists.

customer_id

integer

Optional

ID of the Help Scout customer being replied to. Provide this or customer_email; when both are set, the ID wins.

customer_last_name

string

Optional

Last name for a new customer created from customer_email (1 to 40 characters). Ignored when the customer already exists.

draft

boolean

Optional

Set to true to save the reply as a draft instead of sending it.

imported

boolean

Optional

Set to true to add the thread for historical purposes only (for example when migrating from another help desk). No emails or notifications are sent and the conversation is not reopened.

status

string

Optional

Conversation status after the reply. When not set, a reply reactivates the conversation. inbox_predefined uses the inbox's default. One of: `active`, `closed`, `inbox_predefined`, `open`, `pending`, `spam`.

user

integer

Optional

ID of the Help Scout user the reply is from. Defaults to the connected user.

helpscout_conversation_snooze

Conversation snooze

helpscout_conversation_thread_schedule_publish

Publish conversation thread schedule

helpscout_conversation_threads_list

List conversation threads

helpscout_conversation_unsnooze

Conversation unsnooze

helpscout_conversation_update

Update conversation

helpscout_conversations_search

Search conversations

Search Help Scout conversations with the advanced query syntax, combined with inbox, folder, status, tag and assignee filters, sorted by any supported field. Returns a page of up to 25 conversations with id, number, subject, status, assignee, customer and tags, plus page totals. Use conversations_search for text searches on subject, body or email, or for OR/NOT queries. Use conversations_list for simple exact filters.

Parameters

Name

Type

Required

Description

assigned_to

integer

Optional

Only return conversations assigned to this user ID.

custom_fields_by_ids

string

Optional

Filter by custom field values as fieldId:value pairs separated by commas. Requires mailbox.

embed

string

Optional

Set to threads to include threads in the response. One of: `threads`.

folder

integer

Optional

Only search this folder ID. Get IDs from List Inbox Folders.

mailbox

string

Optional

Only search these inboxes. One inbox ID or several separated by commas.

modified_since

string

Optional

Only return conversations modified after this time, as ISO 8601 UTC.

number

integer

Optional

Look up a conversation by its number.

page

integer

Optional

Page number to return, starting at 1. Each page holds up to 25 conversations; the response's `page.totalPages` says how many pages exist. Leave empty for the first page.

query

string

Optional

Advanced search query in parentheses. Fields include subject, body, email, tag, customerIds, number, assigned, mailboxid, createdAt and modifiedAt; combine them with AND, OR and NOT. Example: (subject:"refund" AND tag:"vip").

sort_field

string

Optional

Field to sort by. Defaults to createdAt. One of: `createdAt`, `customerEmail`, `customerName`, `mailboxid`, `modifiedAt`, `number`, `score`, `status`, `subject`, `waitingSince`.

sort_order

string

Optional

Sort direction, asc or desc. Defaults to desc. One of: `asc`, `desc`.

status

string

Optional

Status filter: active, all, closed, open, pending or spam. Defaults to active. One of: `active`, `all`, `closed`, `open`, `pending`, `spam`.

tag

string

Optional

Only return conversations with these tag names, separated by commas.

helpscout_customer_address_get

Get customer address

helpscout_customer_chat_handles_delete

Delete customer chat handles

helpscout_customer_create

Create customer

Create a Help Scout customer with profile details and optional emails, phones, chat handles, social profiles, websites, address and properties. Returns an empty body on success; the new customer ID is in the Resource-Id response header. Use customer_create to add a new customer. Use customer_update to change an existing one.

Parameters

Name

Type

Required

Description

address

object

Optional

Postal address with city, state, postal code, country and optional address lines. Example: {"city": "Austin", "state": "TX", "postalCode": "78701", "country": "US", "lines": ["100 Main St"]}.

age

string

Optional

Customer's age, as text.

background

string

Optional

Notes about the customer (the Notes field in the app), up to 200 characters.

chats

array

Optional

Chat handles, each with a type (aim, gtalk, icq, msn, other, qq, skype, xmpp or yahoo) and the handle. Example: [{"type": "skype", "value": "vbear"}].

emails

array

Optional

Email addresses, each with a type (home, work or other) and the address. Example: [{"type": "work", "value": "bear@acme.com"}].

first_name

string

Optional

First name, 1 to 40 characters.

gender

string

Optional

Gender: male, female or unknown. One of: `male`, `female`, `unknown`.

job_title

string

Optional

Job title, up to 60 characters.

last_name

string

Optional

Last name, 1 to 40 characters.

location

string

Optional

Location, up to 60 characters.

organization_id

integer

Optional

ID of the Help Scout organization the customer belongs to. Get it from List Organizations.

phones

array

Optional

Phone numbers, each with a type (fax, home, mobile, other, pager or work) and the number. Example: [{"type": "work", "value": "+1 555 0100"}].

photo_type

string

Optional

Source of the photo. One of: `unknown`, `gravatar`, `twitter`, `facebook`, `googleprofile`, `googleplus`, `linkedin`, `instagram`.

photo_url

string

Optional

URL of the customer's photo, up to 200 characters.

properties

object

Optional

Customer property values keyed by property slug. Get slugs from List Customer Properties. Example: {"plan": "Pro", "seats": 5}.

social_profiles

array

Optional

Social profiles, each with a type (for example twitter, linkedin or facebook) and the handle or URL. Example: [{"type": "linkedin", "value": "https://linkedin.com/in/vbear"}].

websites

array

Optional

Websites, each with its URL. Example: [{"value": "https://acme.com"}].

helpscout_customer_phones_list

List customer phones

helpscout_customer_phones_update

Update customer phones

helpscout_customer_social_profiles_create

Create customer social profiles

helpscout_customer_social_profiles_delete

Delete customer social profiles

helpscout_customer_websites_update

Update customer websites

helpscout_inbox_custom_fields_list

List inbox custom fields

helpscout_inbox_routing_get

Get inbox routing

helpscout_organization_properties_list

List organization properties

helpscout_organization_property_value_remove

Remove organization property value

helpscout_organization_property_value_set

Set organization property value

helpscout_rating_get

Get rating

helpscout_report_happiness

Report happiness

helpscout_tag_get

Get tag

helpscout_team_members_list

List team members

helpscout_workflow_run

Run workflow

For more tools, view docs.

Build your Agent

Same auth pattern across LangChain, OpenAI, Anthropic, and Google ADK.

import { ScalekitClient } from "@scalekit-sdk/node";
import { createReactAgent } from "@langchain/langgraph/prebuilt";

const sk = new ScalekitClient(env.SCALEKIT_ENV_URL, env.SCALEKIT_CLIENT_ID, env.SCALEKIT_CLIENT_SECRET);

// Help Scout tools scoped to this user
const { tools } = await sk.tools.listScopedTools("user_123", {
  filter: { connectionNames: ["helpscout"], toolNames: [
    "helpscout_conversations_search",
    "helpscout_conversation_threads_list",
    "helpscout_conversation_note_create"] },
  pageSize: 100,
});

const agent = createReactAgent({ llm, tools });
await agent.invoke({ messages: [{ role: "user", content: "Find open refund conversations from this week and add a summary note to each" }] });

import OpenAI from "openai";
import { ScalekitClient } from "@scalekit-sdk/node";

const sk = new ScalekitClient(env.SCALEKIT_ENV_URL, env.SCALEKIT_CLIENT_ID, env.SCALEKIT_CLIENT_SECRET);
const openai = new OpenAI();

const { tools } = await sk.tools.listScopedTools("user_123", {
  filter: { connectionNames: ["helpscout"] }, pageSize: 100,
});

const res = await openai.chat.completions.create({
  model: "gpt-5",
  messages: [{ role: "user", content: "Find open refund conversations from this week and add a summary note to each" }],
  tools,
});

// Execute the tool call with the user's vaulted Help Scout OAuth token
await sk.tools.executeTool(res.choices[0].message.tool_calls[0], "user_123");

import Anthropic from "@anthropic-ai/sdk";
import { ScalekitClient } from "@scalekit-sdk/node";

const sk = new ScalekitClient(env.SCALEKIT_ENV_URL, env.SCALEKIT_CLIENT_ID, env.SCALEKIT_CLIENT_SECRET);
const anthropic = new Anthropic();

const { tools } = await sk.tools.listScopedTools("user_123", {
  filter: { connectionNames: ["helpscout"] }, pageSize: 100,
});

const msg = await anthropic.messages.create({
  model: "claude-sonnet-5",
  max_tokens: 1024,
  messages: [{ role: "user", content: "Find open refund conversations from this week and add a summary note to each" }],
  tools,
});

// Tool call runs with the user's vaulted Help Scout OAuth token
await sk.tools.executeTool(msg.content, "user_123");

import { Agent } from "@google/adk/agents";
import { ScalekitClient } from "@scalekit-sdk/node";

const sk = new ScalekitClient(env.SCALEKIT_ENV_URL, env.SCALEKIT_CLIENT_ID, env.SCALEKIT_CLIENT_SECRET);

const { tools } = await sk.tools.listScopedTools("user_123", {
  filter: { connectionNames: ["helpscout"] }, pageSize: 100,
});

const agent = new Agent({
  name: "support_agent",
  model: "gemini-2.5-pro",
  instruction: "Help Scout tools scoped to this user",
  tools,
});

await agent.run("Find open refund conversations from this week and add a summary note to each");

Try these prompts

Copy any prompt into your agent. Each maps directly to a Help Scout tool. Click to copy, paste into your agent, done.

Conversations

Copy the prompt

Copied

Search for open conversations that mention refund from the last 7 days.

Copy the prompt

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Reply to conversation 98213 with our Refund Policy saved reply.

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Add an internal note to the Acme conversation that engineering is on it.

Customers

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Look up the customer jane@acme.com and show her recent conversations.

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Create a customer for Priya Shah at Globex with her email.

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List all conversations from customers in the Initech organization.

Reports

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Show last week's happiness report for the Support inbox.

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What was our first response time this month?

Copy the prompt

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Show Maria's replies and resolutions for last week.

SEE HOW AUTH WORKS

Each user signs in to Help Scout once, and Scalekit stores and refreshes their tokens. Credentials stay vaulted, every call is scope checked, and every action is logged.

Authorize

Your user connects

Help Scout

once. We tie it to their identity and the meetings they approved — no shared bot account, no org-wide access

Who:

user ‘A’

when:

Once per user

access:

Limited to user

Store

Their

Help Scout

token lives in a vault scoped to them. User A's meetings are never reachable by an agent acting for user B, even on the same connection

vault:

encrypted

scope:

per-user

tokens:

auto-refreshed

Resolve

When your agent calls a

Help Scout

tool, we fetch the right token server-side. It never touches your agent, never appears in the LLM context, never shows up in your logs

speed:

~40ms

check:

before every call

seen by:

nobody

Audit

Every

Help Scout

tool call is logged — who triggered it, which meeting was fetched, what came back. 90 days of history, tied to the user who authorized it

history:

90 days

export:

SIEM-ready

logged:

every call

Test other agents

See the same per-user auth pattern across other customer support connectors.

Support and Ops Teams

Support triage agent

Fetches new Zendesk tickets, classifies them by type and urgency, searches the Notion knowledge base for an answer, and routes what it cannot resolve to Slack. Every call runs on the support agent's own delegated OAuth.

Support and Ops Teams

Support ticket automation agent

Fetches new Zendesk tickets, drafts a reply from Notion knowledge base articles, digests what it cannot answer to Slack, and archives the rest, acting as the support agent rather than a shared API key.

Support and Ops Teams

Freshdesk CSAT agent

Watches Freshdesk for resolved tickets, emails each requester a CSAT survey from Gmail, and writes the score and the verbatim back onto the ticket, every call on the support rep's own delegated OAuth.

Freshdesk

Gmail

View agent

Why Scalekit

Secure your agent's access. Connectors ship in minutes

01.

Shared tokens break per-user analytics

A shared Help Scout token looks fine in a demo. In production every reply and note looks like one service account, and you cannot tell which user triggered it. Scalekit resolves the credential of the actual user who triggered the agent, never a shared bot.

// shared token
audit → bot_service_account

// scalekit
audit → user_abc ✓

02.

Authentication is not authorization

03.

Multi-tenancy is architectural

04.

Help Scout today. Ten connectors tomorrow.

“Our agents act across Salesforce, Gong, Google Drive, and more, on behalf of every customer. Scalekit behind the scenes meant we can keep adding tools without ever rebuilding how credentials or tool calling work.”

Venu Madhav Kattagoni

Head of Engineering / Von

FAQs

Frequently Asked Questions

Does the agent access Help Scout as the user or through a shared token?

As the user. Each user signs in to Help Scout once, and Scalekit stores and refreshes their tokens. Replies and notes the agent writes are attributed to that user in your audit trail, not a shared service account.

Where is the Help Scout OAuth token stored?

In Scalekit's managed AES-256 token vault, namespaced per tenant. Refresh is automatic. Revocation is a single dashboard action. Credentials never appear in prompts, logs, or LLM context.

Can I limit what the agent does in Help Scout?

Yes. Filter by tool name in listScopedTools to expose only what you want, for example the conversation and report tools without helpscout_conversation_delete or helpscout_customer_delete, which permanently delete records. Scalekit also enforces scope checks before every API call.

What happens when a user revokes Help Scout access?

The connection is invalidated on the next tool call. Subsequent requests for that user fail closed with a clear error. Other users in the tenant remain unaffected. The event is logged for audit.

Which Help Scout inboxes can the agent see?

The inboxes the connected user can access in Help Scout. helpscout_inboxes_list returns them, and conversation, folder, saved reply, and workflow tools take an inbox id to work within one of them.