Help Scout is a web-based help desk designed for a great customer experience. You can connect Customer.io to Help Scout using Webhook Actions to create conversations. In our example, we will create conversations when customers enter our “Low NPS Rating” segment.
If you don’t have a Help Scout account, you can create one here.
Inside your Customer.io account, create a new campaign (event triggered or segment triggered depending on what should trigger the creation of a new conversation in Help Scout. In our example we’ll use the segment “Low NPS Rating” to target customers dissatisfied with our service.
Add a webhook action to your workflow, and give it a name. We’ll call our webhook "Low NPS Rating."
After adding the webhook, click Add Request.
POST add the Help Scout endpoint in this format:
The result should look like:
At this point, you should see something like this:
Grab the sample JSON content from https://gist.github.com/LiviaSarban/2e0b200f85926dc13f8e6922046c52e9. Replace
MAILBOX-ID with your own and adapt any attributes to your own data.
threads are mandatory fields. The rest are optional. You can read more about the options here: http://developer.helpscout.net/help-desk-api/conversations/create/
Our webhook body now looks something like this:
Press Send Request to send a test webhook to your Help Scout mailbox.
If everything went well, you should see a 201 Created result.
Our new conversation was created in Help Scout!