What can an AI agent do with Help Scout?

A Help Scout AI agent can read and triage conversations, filter by status or mailbox, look up customer profiles and history, draft replies to common inquiries, create new conversations, assign tickets to the right agent, and generate support metrics reports. Write actions like replying or assigning always require your approval.

Can my agent send replies to customers automatically?

Replying to conversations is a write action that requires your approval. Your agent drafts the reply and queues it for review - nothing is sent until you confirm.

Which Help Scout plans does this work with?

The integration uses the Help Scout REST API and works with all Help Scout plans that include API access (Standard and above).

How is a Help Scout AI agent different from Help Scout workflows?

Help Scout workflows handle simple rule-based routing and tagging. A Help Scout AI agent reasons across conversations: it reads thread history, identifies patterns, drafts context-aware replies, and routes information to other tools like Slack based on what it finds.

Support

Help Scout, run by an agent.

An AI agent that reads, triages, and replies to customer conversations.

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What needs your approval

Help Scout never changes anything without you.

Anything that creates, edits or deletes in Help Scout waits for your approval. Approve a recurring task once and it runs unattended after that.

Connecting Help Scout

About 5 minutes

Auth: API key
Setup: About 5 minutes

Where to get access

Create an API key in Help Scout under Your Profile > API Keys.

secure.helpscout.net

Example tasks

Real work people hand to an agent that uses Help Scout.

triage open conversations each morning and surface high-priority tickets that need immediate attention
draft replies to common customer questions and queue them for agent review before sending
generate a weekly support report with conversation volume, response times, and top issue categories
look up a customer's full conversation history before a sales or success call