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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.

Help_Scout_add_automated_task.png

To configure an automated task, please follow these steps:

  • Log in to your Talkdesk account as an Administrator.
  • Click on the 'Admin' [1] section. 
  • Select the 'Integrations' [2] tab and click the Help Scout 'Settings' button. 
  • Click on 'Add your first automated task for Help Scout' [3] (Or, 'Add New Automated Task' if this is not the first automated task).
  • Customize the automated task according to your needs.
  • Click on 'Save'.

Example:

Follow these steps to set up an automated task for voicemails in Talkdesk. When a call goes to voicemail, Talkdesk will create a new conversation in Help Scout.

Select the trigger as 'When a voicemail is left [4] in Talkdesk, then create conversation [5] in Help Scout'.

 Help_Scout_automated_task_example.png

 

Talkdesk will then automatically send a conversation to Help Scout when Talkdesk receives a voicemail.

You can customize the information sent to Help Scout by dragging the relevant fields into the text boxes, such as:

Help_Scout_Automated_task_example_1.png

 

Mailbox: From the dropdown list, choose the Help Scout mailbox where you want to create the conversation. [6]

Subject: "Voicemail conversation" [7]

Status: Select 'Active' from the dropdown list. [8]

Conversation Type: Select 'Phone' from the dropdown list. [9]

Phone number:

{{contact_phone_number}} - Drag the “Caller’s number” trigger field [10]

Recording URL:

{{recording_url}} - Drag the “Recording URL” trigger field [11]

Body:

"Voicemail from {{contact_phone_number}}" - Drag the “Caller’s number” trigger field [10]

“Time: {{time.now}}”  - Drag the “Present time” trigger field [12]

Once finished, click 'Save' [13] to activate the automated task.  

You can disable and re-enable this automated task at any time by switching the toggle to 'OFF' / 'ON' [14].

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

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