The Help Scout v3 integration brings AI enhancements, SMS and WhatsApp context, and flexible configuration options so you can adapt the integration to your workflows.
For installation and configuration instructions, see the Installation Guide.
Quick and secure setup
The integration uses OAuth to connect your Aircall account with Help Scout. If you are logged in with admin permissions, setup takes only a few clicks.
During installation, you will select which Aircall numbers should sync with specific Help Scout inboxes. Only activity from these selected numbers will be logged.
Aircall voice agent support
The integration supports Aircall Voice Agent calls. Your AI Voice Agent learns from your knowledge base to provide accurate and on-brand answers. You only need to supply the link to your knowledge base.
When Voice Agent handles a call, the integration adds:
- A voice virtual agent tag on the conversation
- A note in the conversation thread with the escalation reason and intake questions
- AI insights and, if enabled, call transcriptions
Contact lookup on every call
At the start of every inbound or outbound call, the integration searches for matching Help Scout customers using the following phone number formats:
- International format: +1 123 456 7890
- International digits only: +11234567890
- International without country code: 123 456 7890
- International without country code (digits only): 1234567890
- US local number conversion: +1 123 456 7890 to (123) 456 7890
- UK local number example: +44 1256 274690 to 1256 274690
If multiple matches are found, the integration applies your configured matching rules.
Keeping contacts in sync
When a call begins, Aircall and Help Scout check existing records to determine whether a new contact should be created. The table below summarizes all possible scenarios and the resulting action.
Contact matching scenarios
| Scenario | Existing records | Resulting action |
|---|---|---|
| 1. No matching contact | No contact in Aircall or Help Scout | A new Help Scout customer is created using the phone number, including a note that Aircall created the record. |
| 2. Contact in Aircall only | Contact exists in Aircall but not in Help Scout | A new Help Scout customer is created using available Aircall details such as name, email, and phone number. |
| 3. Contact in Help Scout only | Contact exists in Help Scout but not in Aircall | A new Aircall contact is created using the available Help Scout details. |
Help Scout data in Aircall Insight Cards
When a customer match is found, Aircall Insight Cards display:
- Customer name and email
- A link to the Help Scout customer profile
- Company, job title, and notes when available
Call logging
How calls are logged
Once a call is answered, the integration:
- Finds a Help Scout customer with a matching phone number
- Searches for an existing conversation if enabled
- Optionally attempts to find a closed conversation from the last 48 hours if configured
- Skips conversations tagged as spam
- Selects the most recent conversation if multiple results are found
- Logs the call as a thread
NOTE: Selecting **Always log in a new conversation** skips conversation lookup and creates a fresh conversation for every call.
NOTE: The 48 hour window for closed conversation lookup is adjustable based on customer feedback. Contact us if another duration would better fit your workflow.
When no customer is found
The integration creates a generic customer using Aircall details or labels the record as Unknown Contact (Aircall) plus the phone number. A note is added to indicate auto-creation.
Logs added during the call flow
- An initial log is added as a phone thread when the call is answered. It includes basic call information and operational tags.
- Thirty to sixty seconds after the call ends, another thread is added with wrap-up details, agent comments, and links to recordings or voicemails.
- For AI subscribers, AI insights and, if enabled, call transcriptions appear shortly after.
Conversation and thread assignment
Help Scout uses conversations and threads.
- Threads are assigned to the Aircall user if their email matches a Help Scout user.
- Conversations are assigned only if this option is enabled.
If no matching user exists:
- Threads are assigned to an admin
- Conversations remain unassigned
Tagging
Aircall tags are added to conversations to support workflows and reporting. Conversation selection logic is described in the Call logging section.
Aircall user tags
- Any tags added by an Aircall user during or after the call are synced to the matching Help Scout conversation.
- Tags added during the call appear after the call ends.
- Tags added after the call ends appear a few seconds later.
Operational tags
Operational tags provide context for automation and reporting. Tags include:
- Missed Call: The call was missed by an agent or queue
- Callback: The customer requested a callback
- Voicemail: The customer left a voicemail
- Call in progress: Added while the call is ongoing and removed when it ends
- Phone-number-name-XYZ: Label for the phone number
- inbound or outbound: Call direction
- Team-name-XYZ: Team of the agent who answered
NOTE: Operational tags are not optional. They are always sent, but can be removed in Help Scout. If you would like the ability to opt out of operational tagging, please send us a feature request.
SMS and WhatsApp logging
Messages sent from Aircall via SMS or WhatsApp are automatically logged in Help Scout for full visibility.
Logging logic
- Attempts to match messages with existing customers
- Creates a new customer if no match is found
- Messages cannot be forced into new conversations every time
- Adds messages to an open conversation or reopens a closed one if configured
- Updates the conversation assignee to match the Aircall user if enabled in settings
- Assigns the thread to the Aircall user unless that user does not exist in Help Scout, in which case an admin is assigned
Logs added with messages
- SMS or MMS threads include message content and attachments
- WhatsApp logs include message type and template information
Click to dial
Clicking any phone number in Help Scout automatically opens your Aircall Workspace, allowing you to place calls without additional setup.