How to Connect Smith.ai and Help Scout

Jessica Paxton Updated by Jessica Paxton

Our Zapier integration helps business owners save tons of time by automating processes that have previously been manual. This guide will walk you through connecting Smith.ai and Help Scout via Zapier. Using this guide, you can:

Prerequisites

To use our Zapier integration to connect Smith.ai and Help Scout, you will need:

  • Zapier account
  • A Smith.ai account
  • Your Smith.ai API key
  • A Help Scout account

Create customers and conversations in Help Scout from new Smith.ai calls

We created this premade template to create customers and conversations in Help Scout after Smith.ai calls.

  1. Click "Use this Zap" in the below template.

  2. Connect your Smith.ai and Help Scout accounts to your Zapier account by following the prompts.
    1. Connect Smith.ai. More information can be found here.
    2. Connect Help Scout.
  3. Since you started with a template, most fields will already be populated. Customize the Zap to meet your business needs. We recommend you add the following customizations:
    • Mailbox (required)
    • Assigned user (optional)
    • Custom fields (optional)
    • Status (optional)
  4. Test the Zap.
  5. Name the Zap.
  6. Turn on the Zap.

Request an outbound Smith.ai call from Help Scout

We created this premade template so that you can request Smith.ai place an outbound call via Help Scout Conversations. When you create a new conversation that matches the Zap trigger parameters, it will first pull the associated customer information, then request an outbound call to that customer.

Prerequisites

For this Zapier to run smoothly, we suggest creating the following inside Help Scout:

  • A custom Smith.ai mailbox when you want to request outbound calls.
  • A custom field for "What if they don't answer?" to be used in the Smith.ai Zap action
  • A custom field for language to be used in the Smith.ai Zap action (if applicable)
Instructions
  1. Click "Use this Zap" in the below template.

  2. Connect your Smith.ai and Help Scout accounts to your Zapier account by following the prompts.
  3. Connect Smith.ai. More information can be found here.
  4. Connect Help Scout.
  5. Since you started with a template, many fields will already be populated. Customize the Zap to meet your business needs.
    1. We recommend you add the following customizations to the Help Scout Conversation Created trigger:
      • Mailbox (required): Consider using a Smith.ai-specific mailbox so that only those conversations request outbound calls.
      • Assigned user (optional): Leave this blank if you want anyone in your organization to be able to request outbound calls.
      • Status (optional)
      • Tag (optional)
    2. We recommend you add the following customizations to the Smith.ai Call Someone Action
      • Link the previously created "What if they don't answer?" custom field from Help Scout to the field in Zapier.
      • Link the previously created "Language" custom field from Help Scout to the field in Zapier (if applicable.)
      • Select your preferred callback time (default is immediate, 24/7).
  6. Test the Zap.
  7. Name the Zap.
  8. Turn on the Zap.

Making a Custom Smith.ai and Help Scout Zap

Keep your business operations running smoothly with a custom zap connecting Smith.ai and Help Scout. Create custom automation by choosing triggers, actions, and searches.

  1. Sign up for a Zapier account for free. If you already have one, log in.
  2. Go to the Smith.ai + Help Scout Zapier Integrations page.
  3. Choose the action and trigger from the options displayed. In the example below, we've chosen New Call (Smith.ai) as the trigger and Create Conversation (Help Scout) as the action. However, you can use any combination of triggers and actions that fit your business needs.
  4. Press the Connect Smith.ai + Help Scout button.
    Note: If you are not logged into Zapier, you will be prompted to do so.
  5. After reviewing your selections, press the Get Started button.
  6. Connect your Smith.ai and Help Scout accounts to your Zapier account by following the prompts.
    1. Connect Smith.ai. More information can be found here.
    2. Connect Help Scout.
  7. Customize the Zap to meet your business needs.
  8. Test the Zap.
  9. Name the Zap.
  10. Turn on the Zap.

Additional Resources:

Help Scout's Zapier Article

Connecting Smith.ai to Zapier

Need help? 

Please reach Smith.ai Support at (650) 727-6484 or support@smith.ai.

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