Help Scout

The Help Scout integration brings your support conversations and mailbox data directly into Harmony. Once connected, Harmony's AI can work across your Help Scout mailboxes, giving your team a unified view of customer interactions without needing to switch between tools. If Help Scout is your primary support inbox, you can now apply Harmony's automation and intelligence features to those conversations.

Prerequisites

Before setting up the integration, make sure you have:

• An active Help Scout account with at least one mailbox configured
• Admin access to your Help Scout account
• The necessary permissions in Harmony to manage integrations

Connecting Help Scout to Harmony

To connect your Help Scout account to Harmony:

1. In Harmony, navigate to Settings and open the Integrations section.
2. Locate Help Scout in the list of available integrations and click Connect.
3. You will be redirected to Help Scout to authorize the connection. Sign in to your Help Scout account if prompted.
4. Grant Harmony the requested permissions to access your mailboxes and conversation data.
5. Once authorization is complete, you will be returned to Harmony and the integration status will update to Connected.

After connecting, Harmony will begin syncing your Help Scout mailboxes and conversations into the platform.

What Gets Synced

When the Help Scout integration is active, Harmony pulls in the following data:

• Conversations - customer support threads from your connected mailboxes
• Mailboxes - all mailboxes your Help Scout account has access to
• Support data - conversation metadata including statuses, tags, and assignees

This data is made available to Harmony's AI, allowing it to surface insights, suggest responses, and automate workflows based on your actual support activity.

Using Help Scout Data in Harmony

Once your Help Scout mailboxes are connected, your team can:

• View and manage Help Scout conversations from within Harmony without switching tools
• Use Harmony's AI to analyze conversation trends and support patterns across your mailbox data
• Apply automation rules and workflows that trigger based on Help Scout conversation events
• Get a unified view of customer interactions alongside data from other connected tools

Disconnecting Help Scout

To remove the Help Scout integration:

1. In Harmony, go to Settings and open the Integrations section.
2. Find Help Scout in your list of connected integrations.
3. Click Disconnect and confirm the action when prompted.

After disconnecting, Harmony will stop syncing data from Help Scout. Existing synced data may be retained depending on your workspace data settings.

Troubleshooting

The integration is not syncing conversations Confirm that the Help Scout account you authorized has access to the mailboxes you expect to see. If access is restricted in Help Scout, those mailboxes will not appear in Harmony. Try disconnecting and reconnecting to refresh the authorization.

I cannot see the Help Scout option in Integrations Make sure you have the correct permissions in Harmony to manage integrations. Contact your Harmony workspace admin if the option is not visible.

Authorization failed during setup Ensure you are signed in to the correct Help Scout account before completing the authorization flow. If the issue persists, try clearing your browser cache and repeating the connection steps.