Chatbot Overview
Conversational Bots
Intents & Entities
Intelligent Bots's Approach Conversational Platform
Bot Concepts and Terminology
Natural Language Processing (NLP)
Bot Types
Bot Tasks
Starting with Platform
How to Access Bot Builder
Working with Bot Builder
Building your first Bot
Getting Started with Building Bots
Using the Dialog Builder Tool
Creating a Simple Bot
Release Notes
Latest Updates
Older Releases
Bot Builder
Creating a Bot
Dialog Task
Working with User Intent & Dialog Node
Working with Entity Node
Supported Entity Types
Working with Composite Entities
Supported Time Zones
Supported Colors
Supported Company Names
Working with Message & Confirmation Nodes
Working with Service Node
Implementing Custom Authentication
Enabling 2-way SSL for Service nodes
Working with Script Node
Working with Agent Transfer Node
Working with WebHook Node
Defining Connections & Transitions
Managing Dialogs
Prompt Editor
Context Object
Session and Context Variables
Action & Information Task
Working with Action Tasks
Working with Information Tasks
Establishing Flows
Alert Tasks
Working with Alert Tasks
Managing Ignore Words and Field Memory
Knowledge Tasks
Building Knowledge Graph
Importing and Exporting Bot Ontology
Knowledge Extraction
Natural Language
Machine Learning
ML Model
Fundamental Meaning
Knowledge Graph Training
Ranking and Resolver
NLP Detection
NLP Settings and Guidelines
Bot Intelligence
Dialog Management
Context Management
Amend Entity
Multi-Intent Detection
Default Conversations
Channel Enablement
Test & Debug
Talking to Bot
Utterance Testing
Batch Testing
Recording Conversations
Publishing your Bot
Analyzing your Bot
Conversation Flows
Bot Metrics
Advanced Topics
Bot Authorization
Language Management
Collaborative Development
IVR Integration
Universal Bots
Enabling Languages
Smart Bots
Sample Bots
Travel Planning
Flight Search
Event Based Bot Actions
Sentiment Analysis
Tone Analysis
Sentiment Management
Bot Settings
Bot Functions
General Settings
PII Settings
Customizing Error Messages
Bot Management
API Guide
API Overview
API List
SDK Overview
SDK Configuration
SDK Security
SDK App Registration Web SDK Tutorial
Message Formatting and Templates
Mobile SDK Push Notification
Using the BotKit SDK
Installing the BotKit SDK
Events for the BotKit SDK
Functions for the BotKit SDK
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
Web Socket Connect & RTM
Bot Administration
Bots Admin Console
User Management
Managing Your Users
Managing Your Groups
Role Management
Bots Management
Inviting Users
Sending Bulk Invites to Enroll Users
Importing Users and User Data
Synchronizing Users from Active Directory
Security & Compliance
Using Single Sign-On
Cloud Connector
Bot Store
Creating a Bot Account
Adding a Bot
Choosing a Channel for a Bot
Interacting with a Bot
Setting Up Web Service Alerts
Setting Up RSS Alerts
Setting Up the Webhook Bot
Custom Bots
Bots for your Customers FAQs
Bots for your Workforce FAQs
Adding Bots
Contacting Support
Setting Up Filters
Bot Store Settings
  1. Home
  2. Docs
  3. Bots
  4. Bot Store
  5. Adding Bots
  6. Adding a Help Scout Bot

Adding a Help Scout Bot provides integration for a built-in Help Scout Bot that you can use to display message notifications and execute tasks directly from the Messenger application. To use the Help Scout Bot, you just can add the Bot to your Messenger account, and then configure the settings for the Bot, such as authentication to access Help Scout, and the notification messages that you want. This topic describes the Help Scout built-in Bot for For more information about other Bots, see Adding Bots.

About the Bot for Help Scout

DIYHelpScoutHelp Scout is a web-based easy-to-use Help desk customer support platform software that enables small companies to provide their customers with personalized support. This Bot helps you to create customers and update any conversations, including user alerts on errors or exceptions with real-time notifications.

Integration Type Webhook – Connect to this Bot using a webhook integration where the web application pushes message notifications in near real time.
Category Customer Support – This Bot is available in the application in the Customer Support category.
Channels – This Bot is available in the Messenger application.
Spark – This Bot is available in the Cisco Spark application.

Configuring Help Scout

To configure a Help Scout webhook for, you must have a Help Scout account with administrator access as well as API access to configure a webhook. If you don’t, you’ll need to contact the Help Scout system administrator for your company. For more information, see the Account Management in the Help Scout documentation.
To get started configuring the webhook in Help Scout, you’ll need two things:

  1. The webhook URL provided when you set up an alert in your account for each alert that you want to enable in Help Scout.
  2. A valid Username and Password for an account with Help Scout API access.

The webhook URL is account-specific and cannot be transferred to any other account. This means that if you configure a Help Scout webhook using a test account, you will have to recreate the alert and get a new webhook URL to configure in Help Scout. The following URL is an example webhook URL.

Configuring Webhook

This procedure describes the steps in Help Scout to configure a webhook using a webhook URL endpoint.

  1. Log on to Help Scout, and then on top command menu, click Apps.
  2. On the Apps page, click Webhooks. The Webhooks page is displayed.
  3. In the Secret Key field, enter a Help Scout unique key to identify your webhook, for example, myHelpScoutKey. For more information, see Verifying in the Help Scout documentation.
  4. In the Callback URL field, enter the webhook URL for the alert.
  5. In the Events section, select one or more events to initiate a alert notification, and then click Save.

For more information, see Webhooks in the Help Scout documentation.
After you are connected, you can perform tasks for Help Scout directly from the application and setup message notifications to get notified in the Messenger application when an event occurs in Help Scout.
The following table describes Help Scout tasks that you can integrate with

Create Customer In the Perform Task dialog,

  • enter a First Name
  • enter a Last Name
  • enter an Email Id
  • optionally enter an Organization
  • optionally enter a Job Title
  • and then click Submit.

In a team room, you can enter the @help_scout createcust Bot command to invoke and configure this task.

Update Conversation In the Perform Task dialog,

  • select a Mailbox
  • select a Conversation
  • optionally enter a Subject
  • optionally select a Status
  • optionally select a user for the Assign To field
  • and then click Submit.

In a team room, you can enter the @help_scout updateconvo Bot command to invoke and configure this task.

You can setup message notifications to your Messenger account using a Help Scout webhook. Click , click Get notified when…, click Updates, and then in the Setup Task dialog,

  • click the Activate button to generate a Webhook URL.
  • copy and save the URL, or click Email Instructions to send the URL to an email account. Your Help Scout administrator will need the Webhook URL, so you should email the instructions to yourself, and then forward to your system administrator for more action. For more information, see Configuring Help Scout Webhooks.
  • optionally customize the Task Name 
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • and then click Finish.

Next Steps

After the webhook is configured in Help Scout, when any of the events occur in Help Scout, a message is displayed on the Bots page in your Messenger account.