This topic describes how to integrate Medallia Agent Connect and Help Scout to send survey requests after an interaction with a customer. Feedback in Agent Connect links directly to Help Scout, enabling your team to see the tickets related to specific pieces of feedback.

Complete the following procedure, and work with your Agent Connect Client Success Manager to complete the integration. For ore information about working in Help Scout, see the Help Scout documentation.

1. In Help Scout, create a webhook.
   1. Open Manage > Apps > Webhooks, and then click Add Webhook.
   2. Specify the following information, and then click Save:
      • Secret Key — Agent Connect
      • Callback URL — https://api.stellaconnect.net/v1/webhooks/helpscout?api_key=Test_API_Key, where Test_API_Key is your Agent Connect, available on the Integrations screen in Agent Connect
      • Payload — Version 2
      • Webhook Enabled — On
      • Events — Select Conversation Status Updated
2. In Help Scout, create a custom app.
   1. Open Profile > Your Profile > My Apps > Create My App.
   2. Specify the following information, and then click Create:
      • App Name — Agent Connect
      • Redirection URL — https://www.stellaconnect.net
   3. Provide the App ID, App Secret, and email domain to your Agent Connect Client Success Manager.
3. In Help Scout, create a Do Not Send tag.
   1. In the toolbar of any conversation, click the tag icon.
   2. Enter stellaconnect-do-not-send.
4. Work with your Agent Connect Client Success Manager to test your integration, and to resolve any issues. When everything is working as expected, move your integration to production.
   1. In your Help Scout webhook, update the Callback URL to use your Agent Connect Production API Key.
   2. In Agent Connect, open the Integrations setup screen.
   3. For each channel you integrated, switch that field to On, and then click Update.