Customer supportHelp Scout + Atako
Your AI agents read, sort and reply to your Help Scout conversations, and keep your customer records up to date.
What your agents do in Help Scout
Connected to Help Scout, your agents act in it directly, not just read from it.
Mailboxes
Your agents review the list of mailboxes accessible from your Help Scout workspace.
- List available mailboxes
- Identify a mailbox by its ID
- Review mailboxes linked to your agents
Conversations
Your agents list, view, create and update conversations with mailbox, status, tag or search filters.
- Filter conversations by mailbox, status or tags
- Search for a conversation by subject or keyword
- Create a conversation with a customer and an initial message
- Update a conversation status or assignment
Replies & notes
Your agents reply to conversations, add internal notes and review thread history.
- Reply to a customer in a conversation
- Add an internal note for the team
- Review the thread history of a conversation
- Create a draft reply
Customers
Your agents search, create and update customer records in Help Scout.
- Search for a customer by email or name
- Create a customer record with contact details
- Update a customer's title or location
- View a customer's details
Tags
Your agents review the list of tags used across your mailboxes, to classify and find conversations.
- List all available tags
- Identify tags linked to a conversation
- Use tags to filter results
How it works
A secure connection, fully under your control.
One-click connection
Authorize Atako from your Help Scout account with OAuth2, without sharing a password.
Per-agent permissions
Read, write, or both: each agent gets exactly the access it needs.
Encrypted secrets
Your credentials are encrypted and never exposed to the agent.
Full audit trail
Every call to Help Scout is logged and reviewable.
Real-world scenarios
What changes day to day.
Conversation search
The agent quickly finds a conversation by status, mailbox, tag or advanced search query.
Up-to-date customer records
The agent creates and updates customer records when new contacts arrive or information changes.
Replies and internal notes
The agent replies to customers or adds internal notes to inform the team, depending on conversation context.
Activity oversight
The agent lists mailboxes, tags and agents to give an overview of support activity.
Frequently asked questions
How do my agents connect to Help Scout?
Via an OAuth2 authorization from your Help Scout account (no API key to paste). The Atako administrator must first declare the platform's Help Scout OAuth application. The connection is set up once, from the Atako integration settings.
Are my Help Scout credentials safe?
Yes. Your OAuth2 token is encrypted and never exposed to the agent: it acts through a secure access layer, without ever seeing or handling your credentials.
Can I limit what each agent is allowed to do?
Yes, read and write permissions are configured per agent: some can only view conversations, others can create customers or reply to messages.
What can an agent actually do in Help Scout?
List mailboxes and tags, view, create and update conversations, reply to customers, add internal notes, create and update customer records, depending on the permissions you grant.
Can I revoke access at any time?
Yes, in one click from the integration settings. The agent immediately loses all access to Help Scout, no action needed on the Help Scout side.
What Help Scout data is covered?
Mailboxes, conversations (including threads and notes), customers and tags. Knowledge base articles, reports, attachments and mailbox settings are not exposed to agents; no deletion is possible.
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