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Connect a Help Scout mailbox to AGO so an agent reads each new customer email and posts a reply directly back in the same conversation.

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Overview

When a customer replies in Help Scout, AGO:
  1. Receives the webhook from Help Scout
  2. Routes it to your workspace based on the mailbox ID
  3. Runs the agent you assigned to that mailbox
  4. Posts the agent’s response as a reply on the conversation, signed by the Help Scout user you authenticated with
The integration only acts on customer messages. Replies posted by your own team in Help Scout never trigger another auto-reply, which prevents loops.

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Prerequisites

  • A Help Scout account with at least one mailbox
  • Admin access to that mailbox
  • An AGO agent ready to handle support replies
  • A Help Scout app registered under Your Profile > My Apps in Help Scout, configured with:
    • Redirect URI: https://<your-subdomain>.api.useago.com/public/helpscout/oauth/callback
    • Webhook URL: https://<your-subdomain>.api.useago.com/public/helpscout/webhook
    • Webhook events: Conversation created and Customer replied

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Setup Guide

1

Save Your App Credentials in AGO

  1. In AGO, open Settings > Integrations > Help Scout
  2. Paste your Help Scout App ID, App Secret, and (optionally) Webhook Secret
  3. Save — these are stored encrypted in your AGO workspace
2

Authorize Help Scout

  1. Click Connect Help Scout
  2. You will be redirected to Help Scout to approve access
  3. After approval, Help Scout sends you back to AGO with the list of mailboxes available on your account
3

Pick a Mailbox and Agent

  1. In the AGO Help Scout settings, select the mailbox you want to connect
  2. Choose the agent that should reply to customer messages from this mailbox
  3. Leave Auto-reply enabled off for now — you can flip it on after testing
  4. Save the mailbox
4

Test in Help Scout

  1. From a personal email address, send a test message to the mailbox you just connected
  2. In Help Scout, watch the conversation: AGO should add a reply within a few seconds
  3. Review the reply for tone and accuracy before enabling auto-reply for real customers
5

Turn On Auto-Reply

  1. Once you are happy with the test reply, go back to Settings > Integrations > Help Scout
  2. Enable Auto-reply for that mailbox
  3. New customer messages will now receive an AGO reply automatically

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What Triggers a Reply

AGO replies to:
  • A customer’s first message that creates a new Help Scout conversation
  • A customer’s follow-up reply on an existing conversation
AGO ignores:
  • Replies posted by you or another teammate inside Help Scout
  • Private notes
  • Conversations created by a Help Scout user rather than a customer

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Safety Controls

  • Auto-reply toggle: Each mailbox has its own kill switch. Turn it off to receive webhooks without sending any reply.
  • Internal note on failure: If the agent errors out, AGO posts a private internal note on the conversation describing the failure so a human can take over.
  • Loop prevention: AGO never responds to messages authored by Help Scout users, including its own replies.
  • Encrypted tokens: Help Scout OAuth tokens are encrypted at rest and refreshed automatically when they expire.

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Troubleshooting

  • Check that Auto-reply is enabled on the mailbox in AGO settings
  • Confirm an agent is assigned to the mailbox
  • Look for a private internal note on the Help Scout conversation — it will name the error if the agent ran but could not post the reply
The reply is signed by the Help Scout user who authorized the OAuth connection. To change the author, disconnect the mailbox and reconnect it while signed in as the correct user.
AGO refreshes Help Scout tokens automatically. If a refresh fails (for example, the OAuth app was deleted in Help Scout), reconnect the mailbox from the AGO settings.