Help Scout

Help Scout is a tool that offers simple service software. Read more here.

Help Scout Offloading

Configure the offloading provider

In the Chatlayer CMS, go to Settings > Offloading and create a Help Scout integration

You'll be prompted to authorize Chatlayer in your Help Scout account

Sending a user to Help Scout

To have your user transferred to a live agent in Help Scout, create an action at the point in the flow where you want your user to be handed over.

Add the action "Send to offload provider" to your bot dialog and configure it with the correct settings for Help Scout.

Once a user reaches this part of the conversation, the offload towards Help Scout will be triggered. The bot will automatically be paused when a user reaches this action. When the agent closes the conversation, the bot will be resumed.