Help Scout Integration

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Overview

This article walks you through integrating Klaviyo with Help Scout.  Klaviyo's built-in Help Scout integration fully supports Help Scout's Mailbox API 2.0. After you enable the Help Scout integration, you will be able to import metrics about your Help Scout conversations into your Klaviyo account.

The Help Scout integration syncs with Klaviyo every hour.

Integration Instructions

To get started, click here or head over to the Integrations tab on the left-hand side of your Klaviyo account.  Select the All Integrations tab and find Help Scout on the list of all integration.

Integrations are listed in alphabetical order, or you can narrow your search by using search options: Category: Help Desk/Chat or Name includes: type Help Scout.

After you choose Help Scout, click Add Integration.

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Click Connect to Help Scout, and press Authorize.

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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.

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Data Synced from Help Scout

These are the metrics synced from Help Scout into your Klaviyo account:

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

 

Understand the Help Scout Metrics

To see which Help Scout metrics are syncing into your Klaviyo account, look for metrics associated with the Help Scout icon. Filter for Help Scout events by selecting the Show All Integrations dropdown.  Choose Help Scout to view all associated events.

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View Details for Help Scout Events

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

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  • Charts show you data in graph form.
  • Activity Feed shows you a timeline of events.  Drill into the metadata by clicking on any timestamp.
  • Cohorts
  • Best People

All data can be exported by clicking Export to CSV.

Closed Conversation

Is 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 this conversation is in
  • Tags: The Help Scout tags listed on each conversation

Received Reply

Is tracked when a customer receives a reply to a Help Scout ticket from your mailbox. The 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

Is 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

Is 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 this conversation is in
  • 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. Check your Integrations tab

    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 next to the Help Scout integration on the Integrations tab.

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  2. Check your Metrics.
    Navigate to the Metrics tab in your Klaviyo account.  Then find Help Scout's Sent Message metric and click on the Activity Feed icon.

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    If your integration has begun syncing data, you will start seeing messages in your activity feed.  These are the messages sent through your Help Scout mailboxes.   

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