Seth can create a Help Scout conversation for your phone calls. Your customers call, Seth handles the conversation, and the calls that need your team land in Help Scout with a summary, the full transcript and a link to the call in Ringly.

Help Scout is in beta. If something doesn't work the way this article says, message us from the chat in Ringly and we'll fix it.

You're a Shopify brand that uses Help Scout for customer support, and you want phone calls in the same inbox as your email and chat.

Clicked Deny by mistake? Help Scout keeps you on its own settings page. Go back to Ringly and click Connect again.

You can also connect from the Setup tab: open Connect your tools, then Help desk, and click Help Scout.

Seth looks for the Help Scout inbox with the same email address as this Seth's support email. If no inbox matches, the calls go to your oldest inbox. To pick a different inbox, set this Seth's support email to that inbox's address.

By default, only calls that need a person get a conversation: a caller asked for a person, or asked to cancel an order. These arrive active.

On the Help Scout row of the Integrations tab, you can turn on Create a ticket for every call. Then the calls Seth resolved arrive too, already closed, so they don't fill your inbox. Escalations and cancellations still arrive active.

This setting belongs to the Help Scout account, so it applies to every Seth that sends conversations there.

A call that needs your team. An active phone conversation. The subject reads Phone call follow-up - followed by the caller's number. For a cancellation it reads Cancellation request - order followed by the order number. The phone message is a short summary that is safe for the customer to read. Below it, a private note for your team holds the full details: the summary, the caller's number, the call time, the transcript and a link to the call in Ringly.

A call Seth resolved (only with Create a ticket for every call on). A closed phone conversation with the subject Phone call - and the caller's number, one line saying who called, and the same private note.

The customer. If Seth has the caller's email, the conversation is filed under that customer. If not, Seth finds or creates the customer by phone number. A caller with a hidden number is filed under one customer named Unknown caller.

Not from Ringly. Conversations Seth creates send your customer nothing, and Help Scout's auto reply is off for them. Your customer gets an email only when your team replies, the same as any conversation.

That reply uses the conversation's subject, which is why the subjects are plain, like Re: Phone call follow-up. If your inbox includes earlier messages in replies, your customer may also see the short summary. They never see the private note.

One exception: if you built a Help Scout Workflow that emails customers when a new conversation arrives, it runs for Seth's conversations too. Add a condition on the tag seth ai call to skip them.

Seth stops creating conversations in Help Scout right away. Conversations already in Help Scout stay there. To remove Ringly's access on Help Scout's side as well, open your Help Scout profile, go to Security & Access, and under Authorized apps click Revoke next to Ringly.

If Ringly's access to Help Scout stops working, for example because the user who connected was removed, revoked Ringly or lost their plan's API access, the Help Scout row on the Integrations tab shows Reconnect needed, and the owner of the Ringly account gets an email. Until you reconnect, calls that need a person go to your email instead of Help Scout. Click Reconnect, then Authorize in Help Scout. A green banner on the Integrations tab confirms it worked.

You can connect more than one help desk, for example Help Scout and Gorgias, Zendesk or Freshdesk. Connecting one never disconnects another.

Each Seth sends its tickets to one help desk at a time. To switch, click Send this Seth's tickets here on the help desk you want. If you have more than one Seth, each one picks its own.

Running several brands, each with its own Seth? They can all send conversations to the same Help Scout account, and you only connect Help Scout once.

Each Seth picks its inbox by its own support email, so each brand can land in its own inbox.

Every conversation also gets a tag with your store name, which is the company name set on that Seth. Help Scout stores tags in lowercase and drops emoji, and Seth also turns commas into spaces and cuts the tag to 60 characters. Conversations from your Wild West Hardware Seth carry the tag wild west hardware.

The Help Scout row on the Integrations tab shows the exact tag for this Seth. Click the copy icon next to it to copy it.

Seth saves the tag with its first conversation. If you rename your store after that, the tag stays the same, so your Workflows keep working. Want a new tag? Send us a message.

If one of your brands has its own Help Scout account, you can connect both. Each Seth picks the account that gets its conversations.

That Seth's conversations now go to the new account. Your other Seths keep sending them where they did.

Does this cost extra?
No, the Help Scout integration is included in Ringly. You need your own paid Help Scout plan (Standard, Plus or Pro). Help Scout charges per user, and Seth doesn't take a user seat.

Does Seth read or change my existing conversations?
No. It works one way. Seth reads your list of inboxes, looks up callers by phone number, and creates new conversations and customers for its own calls. It doesn't edit, close or reply to your team's conversations, and replies don't sync back to Ringly.

Why does Help Scout say Ringly can access everything?
Help Scout gives every app the same access as the user who approves it. There's no narrower option to pick. Seth only does what the answer above lists.

Will I still get escalation emails?
Once Help Scout is connected, escalations arrive as Help Scout conversations instead of emails. If a conversation can't be created, for example because Help Scout is down or the access was revoked, Seth sends the escalation email to your support address instead, so no call that needs your team gets lost.

Ringly says your Help Scout plan has no API access.
Help Scout's Free plan doesn't let apps connect. Move to Standard, Plus or Pro in Help Scout, then click Connect again.

Ringly says this Help Scout user can't see any inbox.
The Help Scout user you're signed in as has no access to an inbox. Ask a Help Scout admin to give you access to the inbox, or sign in as a user who can see it. Then click Connect again.

Ringly says it couldn't connect.
Click Connect again and click Authorize on the Help Scout screen within a few minutes.

Calls aren't showing up as conversations.
Check that the Help Scout row on the Integrations tab doesn't show Reconnect needed. By default only calls that need a person get a conversation, so turn on Create a ticket for every call if you want every call. Check the inbox: calls go to the inbox matching this Seth's support email, or your oldest inbox. If they still don't show up, let us know.

Ringly shows Reconnect needed.
Click Reconnect and approve the Help Scout screen. Sign in to Help Scout as a user who can see the inbox first.