How to connect Help Scout to Binom: conversations, replies based on saved replies, notes and tags. Available on request.
The Help Scout integration connects your AI employee with your support inbox: Binom creates conversations, replies using your saved replies, leaves internal notes, and adds tags. Help Scout is available on request in the Binom dashboard: Integrations → More integrations → Help Scout.
What Binom can do in Help Scout
Here, Binom refers to your AI employee. Once Help Scout is connected, it calls the service's actions when a conversation needs that data. You decide which actions it can use. In the dashboard, each action is marked: read (Binom only views data), write, or delete (Binom changes or deletes data in Help Scout).
| Section | What Binom can view | What Binom can change |
|---|---|---|
| Conversations | Conversations and their correspondence | Create, reply, note, tags, edit |
| Saved replies | Mailbox saved replies | Create and edit |
| Customers | Customers, their emails and phone numbers | Create and edit |
| Mailboxes and team | Mailboxes, folders, teams, team member statuses | No |
| Workflows | Workflows | Run a manual workflow |
Can the chatbot create a conversation in Help Scout?
Yes. Binom creates a conversation in the right mailbox ("Create Conversation") and adds tags ("Update Conversation Tags").
Replies using saved replies
Binom reads saved replies ("List Mailbox Saved Replies") and answers customers using the same wording as your team.
Note for the team
If a person is needed, Binom leaves an internal note ("Create Note Thread").
What access you will need
You can choose between these connection methods: OAuth 2.0 with client keys; OAuth 2.0 with user sign-in. Details for each method are shown in the "Authentication" section on the Help Scout page in the dashboard.
How to get the Help Scout integration
Help Scout is connected on request: first, the Binom team sets up the integration for your account. The general catalog rules are described in the instructions on how to connect a service from "More integrations".
- Open Integrations → More integrations, enter "Help Scout" in the "Search integrations" field, and open the Help Scout card.
- On the "Help Scout integration for assistant" page, you will see the message "The integration is available on request. Request it now, and we will set it up for you as a priority." Assistant here means your Binom. The "Authentication" section shows which access you will need, and the "Actions" list shows everything Binom can do in Help Scout.
- Click "Request integration." "Request sent. You will receive a notification when the integration is available" will appear, and the button will change to "Requested."
- A Binom setup specialist will contact you. When the integration is ready, a "Connect" button will appear on the Help Scout page.
- Click "Connect," go through the steps in the "Connect Help Scout" window, and click "Done." After "Connecting…," the status will change to "Connected." If you see "Confirmation has not arrived yet. The connection may still complete. Check again in a minute," click "Check again."
How to choose what Binom can do in Help Scout
A connected integration does nothing until you allow actions. The dashboard states this clearly: "Select the actions the assistant can call. Until something is selected, it cannot use any of them."
- On the Help Scout page, tick the actions you need in the Actions list. The Filter by actions field helps you find them by name. The counter shows how many are selected.
- Check the "Ask before changing data" toggle. It is on by default: before any action that writes or deletes a record, Binom will describe what it intends to do and wait for your reply.
- Click "Save". The message "Allowed actions saved" confirms your changes.
To get started, "List Customers", "Create Conversation", "List Mailbox Saved Replies" and "Create Note Thread" are enough. Add the actions that edit and delete data when you are ready to let Binom make changes in Help Scout.
How to check that the integration works
- Start a new conversation with your Binom, for example through a public chat link, and describe a test issue. Check the request in Help Scout.
Possible problems
Binom does not use Help Scout data in its replies
What to check: that the Help Scout status says "Connected" and that the needed actions are ticked (for example "Create Conversation").
What to do: tick the actions and click "Save".
How to tell it is fixed: the message "Allowed actions saved" appears, and in a new conversation Binom replies using Help Scout data.
"Could not save the request. Please try again."
What to do: click "Request integration" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom and the integration (Help Scout).
How to tell it is fixed: the button shows "Requested".
"The integration is temporarily unavailable – your request has been saved."
You don't need to do anything else: the request is saved, and you will get a notification when Help Scout can be connected.
"Reconnection required"
What this means: "The service no longer accepts saved access, so the assistant does not use it."
What to do: open the Help Scout page under More integrations, click "Reconnect" and go through the connection window again.
How to tell it is fixed: the status shows "Connected".
"Could not start the connection. Please try again."
What to do: click "Connect" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom, the integration (Help Scout) and a screenshot of the message.
How to tell it is fixed: the "Connect Help Scout" window opens.
"Paid plan" instead of the connect button
The page will show "Available on a paid plan. Tell us what you need, and we will let you know when it launches." For what each plan includes, see the plans and subscription pricing page, and for how to change your plan, see the guide how to change or upgrade your plan. After changing your plan, return to More integrations and open Help Scout again.
"You do not have permission to manage this section."
What this means: only users with the Owner or Admin access level can manage integrations.
What to do: ask your account owner to give you the Admin level or to connect Help Scout yourself. Learn more: access levels in a team.
How to tell it's resolved: after you refresh the page, the integration settings open.
If the problem persists, write to support@binomai.com or, in the chat with Binom Tutor, type "I want to talk to a person". Include the name of your Binom, the integration, and attach a screenshot of the message.
How to disconnect Help Scout
On the Help Scout page, click "Disconnect". The "Disconnect Help Scout?" window will show a warning: "The assistant will lose access to the service. To restore it, you will need to reconnect the integration and enter the access details again." Confirm, and the message "Integration disconnected" will appear.
Other common questions
Do I need a developer to integrate Help Scout?
No. You request Help Scout in Integrations → More integrations, the Binom team sets up the integration, and then you connect your account yourself and choose the actions.
What's next
Updated October 21, 2026
