Help desks

Help Scout

Text customers about their conversations in Help Scout.

What you can do

Text a customer when you answer their conversation, so they know to check their email.
Text yourself when a new conversation comes in from a customer you’ve tagged VIP.

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

Recipes

Set one up as written, or change it to fit how you work. The docs have the same recipes step by step.

01With Zapier

Starts when

When you reply to a conversation in Help Scout

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.

The text it sends

Hi {{first_name}}, we just answered your question by email. Reply here if it’s easier to text.

From your own number

02With Zapier

Starts when

When a new conversation comes in to Help Scout

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.

The text it sends

VIP email from {{customer_name}}: {{subject}}

From your own number

You need a card to start the trial. After 7 days it’s $17.99 a month plus any tax, and you can cancel from your billing page at any time.