Recipes

Help Scout recipes

Text customers about their conversations in Help Scout.

Two recipes for Help Scout. Each names its trigger and the BlueBot step, lists the fields to map and says how to test it with your own number before anyone else gets a text.

How Help Scout connects

Zapier: BlueBot’s Zapier app has a Send Text action and instant triggers for incoming texts and every change of state.

Tell customers to check their email

Part	What it is
Trigger	When you reply to a conversation in Help Scout
Action	BlueBot’s Send Text action
Connects through	Zapier

Steps

Start a Zap with Help Scout’s trigger for a reply from your team.
Add a Filter by Zapier step so it goes on only when the customer has a phone number.
Add BlueBot’s Send Text action and map that phone to To.

Map the fields

BlueBot field	Map it to
To	The person’s mobile number from Help Scout. US numbers can leave off the +1.
Text	Hi {{first_name}}, we just answered your question by email. Reply here if it’s easier to text.
`{{first_name}}` in the text	Help Scout’s first name field.
Metadata	`source` set to `help-scout`, and `record_id` set to the record’s id, so the status and reply webhooks for this text can find the record again.
Service	Auto, the default: iMessage when the person uses it, otherwise SMS through your iPhone.

Test it

Put your own number in To and press Test step. A text arrives on your phone from your own number, and Zapier shows the message BlueBot returned with state: "queued". Then map Help Scout’s field back into To and turn the Zap on.

Text yourself about VIP conversations

Part	What it is
Trigger	When a new conversation comes in to Help Scout
Action	BlueBot’s Send Text action
Connects through	Zapier

Steps

Start a Zap with Help Scout’s trigger for a new conversation.
Add a Filter by Zapier step for conversations tagged VIP.
Add BlueBot’s Send Text action with your own number in To and the subject in Text.

Map the fields

BlueBot field	Map it to
To	The person’s mobile number from Help Scout. US numbers can leave off the +1.
Text	VIP email from {{customer_name}}: {{subject}}
`{{customer_name}}` in the text	Help Scout’s customer name field.
`{{subject}}` in the text	Help Scout’s subject field.
Metadata	`source` set to `help-scout`, and `record_id` set to the record’s id, so the status and reply webhooks for this text can find the record again.
Service	Auto, the default: iMessage when the person uses it, otherwise SMS through your iPhone.

Test it

Before you turn it on

Text only people who asked to hear from you. Anyone who replies STOP goes on your stop list, and BlueBot cancels texts to them. Stop words
A text that can’t go yet waits with a hold rather than failing: quiet hours, your Mac away, a daily limit. Holds
Help Scout with BlueBot on the integrations page says what else the two do together.