This guide walks you through installing, configuring, and uninstalling the Help Scout v3 integration in Aircall. It also explains all available integration settings so you can tailor the experience to your workflow. Prepare your Aircall and Help Scout environments before starting the installation.
IMPORTANT: If you do not plan to manage multiple integration instances, remove any existing Help Scout integrations to avoid duplicates.
TIP: Configure your Aircall number settings (recordings, call routing, transcriptions) before installation so that the integration uses the correct parameters from the start.
NOTE: Help Scout contacts must have phone numbers stored in a supported format for accurate caller recognition and successful feature behavior.
Activation of related add-ons is required for SMS, WhatsApp, and AI-related features. For details, refer to the pricing page.
Install the integration
Follow these steps to install the Help Scout v3 integration from your Aircall Dashboard.
Steps:
- In the Aircall Dashboard > Integrations & API.
- Search for Help Scout v3, then select it to start the installation flow.
- Follow the instructions displayed at each step.
- After authorizing both systems, you will be redirected to the integration settings screen. Configuration options are described later in this guide.
- When setup is complete, place a test call. If the contact appears in Aircall insight cards, the integration is working correctly.
Uninstall the integration
Steps:
- Uninstall the integration from the Aircall Dashboard. This immediately disables the integration and automatically removes it from Help Scout.
- Confirm removal in Help Scout if prompted.
Uninstalling the integration does not delete any previously synced data.
Integration settings overview
Integration settings are configured during installation. If you need to change them later, simply reinstall the integration. No data will be lost.
Help Scout inbox selection
Each integration instance can connect to one Help Scout inbox.
If you need to connect multiple inboxes, install the integration multiple times and configure each instance separately.
For example, you can connect a partnerships number to a partnerships inbox, then reinstall the integration and connect a Spanish number to an ES support inbox.
AI and transcription data
AI Insights and Transcripts logging are enabled by default. You can disable them if you prefer to log only basic call data.
AI Insights include key topics, action items, call summary, and mood.
Conversation settings
These options determine how the integration logs information into Help Scout conversations. SMS and WhatsApp messages do not follow these rules.
Always log in a new conversation
Each call is logged in a new Help Scout ticket.
The ticket may be linked to the customer or left unassigned depending on whether a matching customer is found. See the Help Scout v3 features article for more details.
Try to find an existing conversation
The integration attempts to identify an existing conversation and log the call into it, provided the conversation meets all of the following criteria:
- It belongs to the same customer.
- It does not contain a spam tag.
- It has an open status (any status except closed).
When using this option, you can enable two additional settings:
Allow reopening tickets closed within 48 hours
If the ticket was closed less than 48 hours ago, the integration will reopen it and log the call. If not, the call will be logged in a new ticket.
Reassign the conversation
Enable this option if you want to reassign the conversation to the Aircall user who handled the call, SMS, or WhatsApp message.
The integration attempts to match Help Scout users by email.
Log WhatsApp and SMS
If enabled, WhatsApp and SMS messages will be logged for connected numbers. For more detail, refer to the Help Scout v3 integration features article.
Handling duplicates
When the integration identifies two customers with the same phone number, choose how you want it to behave:
Log the contents in the most recent item
The call is logged in the customer record that was created most recently.
Do nothing
No data is logged when duplicate contacts or candidates are detected.
Contact sync
Sync Help Scout customers to Aircall
Each time a call occurs in Aircall, the integration searches for a matching contact in Help Scout.
If a match is found and no Aircall contact exists, the integration creates one in Aircall.
NOTE: Aircall does not allow duplicate contacts. If a contact already exists with the same phone number, it will be overwritten with the new information.
This completes the Help Scout v3 setup guide.