Help Scout

Integrate Agent Connect with the Help Scout CRM.

This guide 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 and respondent feedback together.

Important: Agent Connect can send surveys automatically only when the following criteria are met:

The team member that closed the interaction has an approved Agent Connect profile.
The customer’s record includes an email address.
A team member is assigned to the interaction when it is closed.

Follow the steps below to configure the integration:

In Help Scout, create a webhook:
1. Open Manage > Apps > Webhooks, then click Add Webhook.
2. Configure the following fields, then click Save:
  - Secret Key — Enter "Agent Connect".
  - Callback URL — Enter https://api.stellaconnect.net/v1/webhooks/helpscout?api_key=<Test_API_Key>
    The Test API Key is available on the Integrations page in Agent Connect.
  - Payload — Select "Version 2".
  - Webhook Enabled — Toggle the switch on.
  - Events — Select "Conversation Status Updated".
In Help Scout, create a custom app:
1. Open Profile > Your Profile > My Apps > Create My App.
2. Configure the following fields, then click Create:
  - App Name — Enter "Agent Connect".
  - Redirection URL — Enter https://www.stellaconnect.net.
3. Provide the App ID, App Secret, and email domain to the Agent Connect team.
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".
Work with the Agent Connect team to test your integration and resolve any issues. When everything works as expected, move your integration to production via the steps below:
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 page.
3. For each channel you integrated, switch that field on, then click Update.