How to integrate with Help Scout

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Learn how to integrate Help Scout with Klaviyo to sync import metrics about your Help Scout conversations into your Klaviyo account, which can help with targeted messaging. Klaviyo's built-in Help Scout integration fully supports Help Scout's Mailbox API 2.0. The Help Scout integration syncs with Klaviyo every hour.

Enable the Help Scout integration

  1. Log in to Klaviyo and select your account name in the lower left, then click Integrations.
  2. Select All Integrations and then search for Help Scout.
  3. After you find Help Scout, click Add Integration.
    All integrations tab within Integrations tab in Klaviyo with help in searchbar and Help Scout card in results
  4. Click Connect to Help Scout. You may then be prompted to log into your Help Scout account to complete the connection.
    Help Scout integration settings page in Klaviyo with Connect to Help Scout button with blue background
  5. Once you're connected, you'll receive confirmation that your integration has been updated. If you want to update your settings within Help Scout, follow the Update Help Scout Settings link.
    Help Scout integration settings page in Klaviyo with Update Help Scout Settings button with blue background and Re-import historic data button with gray background

How to view data synced from Help Scout

To view the Help Scout metrics are syncing into your Klaviyo account, click the Analytics dropdown in Klaviyo, then select the Metrics tab. Select Help Scout from the dropdown to view all the associated events.

Metrics tab in Klaviyo filtered by Help Scout showing metrics Closed Conversation, Received Reply, Sent Message, and Started Conversation

You can click on any metric to view event details. Delve deeper into the data by selecting any of the following:

  • Charts
    Shows you the data in graph form
  • Activity Feed
    Shows you a timeline of events, and allows you to drill into the metadata by clicking on any timestamp
  • Cohorts
  • Best People

All data can be exported by clicking Export to CSV.

Help Scout metrics

The following metrics are synced from Help Scout into your Klaviyo account:

  • Closed Conversation
  • Received Reply
  • Sent Message
  • Started Conversation

Closed Conversation

Tracked when a conversation with a customer is closed. The event Klaviyo tracks will include the subject of the email, which mailbox the email was delivered to, and which tags are present on the conversation in Help Scout. You can filter and target Closed Conversation events based on the following:

  • Mailbox
    The name of the mailbox in Help Scout of this conversation
  • Tags
    The Help Scout tags listed on each conversation

Received Reply

Tracked when a customer receives a reply to a Help Scout ticket from your mailbox. The Received Reply event includes the subject and body of the email. You can trigger flows and segments based on whether or not someone has received a reply, or when they last received a reply.

Sent Message

Tracked any time a customer sends an email to your Help Scout mailbox. The Sent Message event includes the subject and body of the email. You can trigger flows and segments based on whether or not someone has sent a message, how many messages they have sent, or when they last sent a message.

Started Conversation

Tracked when a customer starts a new conversation. The event Klaviyo tracks will include the subject of the email, which mailbox the email was delivered to, and which tags are present on the conversation in Help Scout. You can filter and target Started Conversation events based on the following:

  • Mailbox
    The name of the mailbox in Help Scout of this conversation
  • Tags
    The Help Scout tags listed on each conversation

Monitor the Help Scout sync 

There are a few places you can check to ensure that your Help Scout + Klaviyo integration is enabled.

  1. Navigate to your Integrations tab and look for your Help Scout integration. You'll know your integration is fully synced when you see a green border around your Help Scout integration.
    Help Scout card on Klaviyo integrations tab with green border on left side
  2. Click the Analytics dropdown in Klaviyo and select Metrics. Find Help Scout's Sent Message metric and click on the Activity Feed icon.
    Klaviyo activity feed for Sent Message metric with list of timestamps and identifying information blurred
    If your data integration sync has started, you will see messages in your activity feed. These are the messages sent through your Help Scout mailboxes.

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