HelpScout Integration

Connect FlyCRM to Help Scout. Each Help Scout customer becomes a FlyCRM contact, and their conversations show on the contact's Support tab.

• The sync goes one way: from Help Scout to FlyCRM.
• A customer with no contact who writes to a chosen mailbox becomes a new contact.
• Import Existing Help Scout Customers brings in your current customers one time.

Before you start

• A Help Scout account with at least one mailbox.
• Access to Your Profile > My Apps in Help Scout.
• FlyCRM Pro, and a WordPress administrator account.

Step 1: Open the settings

1. Go to FlyCRM > Integrations.
2. Select the Support tab, or search for "Help Scout".
3. Open Help Scout and turn on the switch at the top right.

Step 2: Create a Help Scout app

1. In FlyCRM, select Copy next to the Redirection URL.
2. In Help Scout, go to Your Profile > My Apps and create an app.
3. Paste the URL into Redirection URL, then save the app.

Step 3: Connect

1. Copy the App ID and App Secret from the Help Scout app into FlyCRM.
2. Select Save Changes.
3. Select Connect Help Scout Account.
4. In Help Scout, allow access within ten minutes, in the same browser.

FlyCRM shows "Help Scout is connected. Choose the mailboxes to sync and save."

Step 4: Choose the mailboxes

1. In Connected Mailboxes, choose the mailboxes to sync.
2. Select Save Changes.

FlyCRM syncs only conversations from these mailboxes.

Settings

Select Save Changes after you change a setting.

Contact Sync

Setting	What it does
Create CRM Contact from New Conversation	Creates a contact for a new customer who writes to a chosen mailbox. On by default.
Import Existing Help Scout Customers	Brings all Help Scout customers into FlyCRM, one time.

Defaults for Imported Contacts

These apply only to new contacts. FlyCRM never changes contacts that already exist. Set them before you import.

Setting	What it does
Default Life Stage	Life stage for new contacts
Default Contact Owner	Owner for new contacts
Tag for Help Scout Contacts	Optional tag for new contacts. FlyCRM creates it if needed.

Conversation Sync

Setting	What it does
Sync Conversation History	Shows Help Scout conversations on the Support tab. On by default.
Sync Now	Asks Help Scout for new conversations immediately.

Help Scout tells FlyCRM about changes as they happen. FlyCRM also checks every hour to catch anything missed.

See conversations on a contact

Open a contact and select the Support tab (1). The tab lists up to 25 conversations (2), newest first, with ID, subject, status, mailbox, and last update.

Test the connection

1. Select Test Connection. The message must start with "Connected as".
2. Send an email to a chosen mailbox from an address that is not in FlyCRM.
3. Select Sync Now.
4. Open the new contact. The conversation shows on the Support tab.

To use a different Help Scout account, select Disconnect, then do Steps 3 and 4 again.

Troubleshooting

Problem	What to do
Connect Help Scout Account is not available	Paste the App ID and App Secret, then select Save Changes.
"The connection could not be verified"	Connect again. Allow access within ten minutes, in the same browser.
"Help Scout refused the App ID or App Secret"	Copy both again from Your Profile > My Apps, save, and connect again.
"Help Scout refused the connection"	Select Disconnect, then do Steps 3 and 4 again.
Nothing syncs	Make sure an account is connected and at least one mailbox is chosen and saved.
"Real-time updates are not set up"	No action needed. FlyCRM still gets conversations every hour.
"Help Scout could not be reached" or "rate limiting"	Wait and try again. Make sure your site can reach the internet.