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HelpScout integration

Configuring the HelpScout integration for content​

  1. Go to Integrations. Click “Add” on the HelpScout card.

    HelpScout integration card

  2. Enter your (a) API key; (b) collection(s)

    1. You can find your API key by following the instructions here.
    2. Once you enter an API key, we will fetch all associated collections. You can then select the ones you want to sync.

    HelpScout integration inputs

  3. Optionally, adjust the settings. For more details on settings, read the section below.

  4. Click “Connect”. Your docs will start syncing. Once synced, you can click on the card to see the imported docs.

    HelpScout import success

Automatic syncs

If on a Growth or Enterprise plan, you can set up your content to sync automatically — either daily or weekly.

HelpScout articles integration settings​

  1. Sync frequency: The frequency of syncs. Note: automatic syncs are only available on Growth and Enterprise tiers.

    1. Manual — synced manually
    2. Weekly — automatically synced weekly
    3. Daily — automatically synced daily

  2. Default visibility: If set to "Live", your articles will immediately be searchable in Spotlight.

    Integration settings

Configuring the HelpScout chat handoff integration in Copilot​

  1. From Copilot settings, expand the "Interactions" section.

  2. For the CTA, use “Open chat” → HelpScout.

    HelpScout open chat CTA

  3. When Copilot can’t find an answer to your user’s query, they’ll have the option to use your fallback CTA.

    Copilot fallback CTA

Configuring the HelpScout chat handoff integration in HelpHub​

  1. From HelpHub settings, expand the “Additional Resources” section

  2. Add your Support CTA (e.g., “Chat with support”) and set up the button click to “Open Chat” → HelpScout.

    HelpScout support CTA

  3. Your HelpHub will display your support CTA at the bottom.

    HelpHub support CTA