Connect Help Scout

New Help Scout conversations become tickets in Repile. The agent works the problem and writes a private note and a draft reply back into Help Scout. A person on your team sends the reply.

Before you start

You need:

• A Help Scout account that can create an app under Your Profile > My Apps.
• Your Repile address, for example https://your-repile-domain.
• For instant updates by webhook: a Help Scout Standard or Plus plan. Any plan works if Repile checks every minute.

Connect Help Scout

1. In Help Scout, open Your Profile > My Apps > Create My App.
2. Copy the App ID and App secret. The app acts as the Help Scout user who created it.
3. In Repile, open Settings, then Help Scout under Inboxes. The Connection tab opens.
4. Paste the App ID and App secret. Changes save as you go.
5. Set Updates arrive by:
6. Check every minute (any plan) is the default. Repile checks Help Scout every minute for new conversations, customer replies and notes that mention @Repile. You need no webhook.
7. Webhooks (Standard or Plus plan) is instant. Follow the webhook steps below.
8. Set Write as:
9. My Help Scout user writes notes and drafts as the app owner. It needs no extra seat.
10. A separate Repile user writes as a Help Scout seat named Repile, so teammates can @mention it. Enter its number in Repile user ID. This is the number in its Manage > Users address.
11. Click Test. Repile shows the user it connected as and how many mailboxes it can reach.

Set up webhooks (optional)

Do these steps only if Updates arrive by is set to Webhooks (Standard or Plus plan).

1. Enter any long random string in Webhook secret.
2. In Help Scout, open Manage > Apps > Webhooks and add a webhook.
3. Use the same string as the secret key.
4. Point the webhook at this URL:

https://your-repile-domain/api/v1/plugins/helpscout/http/webhook

5. Tick Conversation Created, Customer Replied, Agent Replied, Note Created, Status Updated and Deleted.

Add the Repile card to the sidebar (optional)

You can show a Repile card next to each conversation in Help Scout. It shows whether Repile is working, links to the thread and has an Ask Repile to check again link.

1. In Help Scout, open Manage > Apps > Build a Custom App.
2. Choose Dynamic Content.
3. Use the same secret key as your Webhook secret in Repile.
4. Set the callback URL to:

https://your-repile-domain/api/v1/plugins/helpscout/http/sidebar

Choose a project

Open the Routing tab and set Project. The agent uses that project's instructions, memory and default model. If you leave it empty, Repile uses your personal project.

Choose what counts as a ticket

Open the Filtering tab.

• Turn on Filter real support cases to skip outreach, newsletters, auto-replies and thank-you notes.
• Pick the Filter model that reads each new conversation.
• Edit the Ticket rules the filter uses.
• Click Review to see what was skipped this week.

Conversations your team started never become tickets.

On the Instructions tab, write the steps, the note and the draft reply you want on every ticket.

What happens after you connect

• Each new conversation starts a ticket thread in Repile. Customer replies reach the same thread.
• The agent's notes and drafts show as cards in the thread.
• A draft card has Edit, which rewrites the draft in Help Scout, and Press send, which sends it as the draft's author.
• A note in Help Scout that mentions @Repile steers the linked thread, or starts one. Repile answers with a note to the person who asked.
• Each ticket shows the same Active, Pending or Closed status as its Help Scout conversation. Spam counts as Closed. A deleted conversation archives its thread.
• Repile also checks open tickets every 15 minutes. To check now, click Sync ticket status on the Connection tab.

Troubleshooting

• Header says "Webhook secret missing": with webhooks on, fill in Webhook secret. Without it, Repile rejects inbound events.
• Header says "Repile user ID missing": with A separate Repile user, fill in Repile user ID.
• Webhooks do nothing: make sure the secret key in Help Scout matches Webhook secret, and that Updates arrive by is set to webhooks. Repile ignores webhooks while it checks every minute.
• Edit fails on a draft card: the Help Scout app user must be an administrator, or thread editing must be on.
• A draft card refuses to send: the draft was sent, deleted or edited in Help Scout, or a newer Repile draft replaced it.