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Automating tasks in your Help Scout Integration

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With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents' busy work to a minimum:

  • When a call goes to voicemail, create a new conversation with the recording in Help Scout.
  • When a call is missed, create a new conversation in Help Scout.
  • When a call ends, update a conversation with the recording in Help Scout.
  • When a new contact calls, create a new customer in Help Scout.
  • When a contact is updated in Talkdesk, update the customer in Help Scout.

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers.

To configure an automated task, please follow these steps:

  • Log in to your Talkdesk account as an Administrator.
  • Click on the Admin section [1].
  • Select the Integrations [2] tab and click Help Scout [3].

Helpscout_1.png

  • Click on Add your first automated task for Help Scout or Add New Automated Task if this is not the first automated task [4].

Helpscout_2.png

  • Customize the automated task according to your needs.
  • Click on Save.

Let’s walk through an example of setting up an automated task in Talkdesk so that when a call goes to voicemail, Talkdesk creates a new conversation in Help Scout.   

  • Pick the action and trigger: 
    • "When a voicemail is left in Talkdesk, then create conversation in Help Scout [5]".

Help_scout_4.png

  • Customize the information sent to Help Scout by dragging the relevant fields into the text boxes:
    • Mailbox: Enter the name of the mailbox where the conversation is to be created [6].
    • Subject: "Voicemail conversation" [7].
    • Status: Select "Active" from the dropdown list [8].
    • Conversation Type: Select "Phone" from the dropdown list [9].
    • Phone number: 
      • Drag the "Caller’s number" trigger field [10] {{contact_phone_number}}.
    • Recording URL:
      • Drag the "Recording URL" trigger field [11] {{recording_url}}. 
    • Body:
      • Drag the "Present time" trigger field [12] - "Time:" {{time.now}}  
      • Drag the "Caller’s number" trigger field [10] - "Voicemail from:"  {{contact_phone_number}}. 

Helpscout_tags_6.png

Once finished, click Save to activate the automated task.  

Talkdesk will then automatically create a conversation in Help Scout when a voicemail is received in Talkdesk. 

You can disable and re-enable this automated task at any time by switching the toggle to "OFF" / "ON".

If you have any questions or would like any assistance, do not hesitate to contact us at support@talkdesk.com.

 

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