Help Scout
Help Scout provides customer support software with shared inbox, knowledge base, and customer management tools
Verdict
Common use cases
- Triage urgent tickets during morning standup
- Draft context-aware replies for complex cases
- Sync customer notes between Help Scout and CRM
- Summarize conversation threads for handoff docs
- Flag high-priority conversations by keyword or tag
Integration
- Vendor
- Help Scout
- Category
- other
- Auth
- OAUTH2
- Tools
- 50
- Composio slug
help_scout
Tools
- Create Chat Handle
Tool to create a chat handle for a Help Scout customer. Use when you need to add a chat platform username (like Skype, AIM, Yahoo) to a customer's profile.
- Create Chat Thread
Tool to create a new chat thread on a Help Scout conversation. Use when adding a chat message to an existing conversation. Note: Conversations can have a maximum of 100 threads. Non-imported threads automatically reopen closed conversations
- Create Conversation
Tool to create a new conversation in Help Scout. Use when creating email, phone, or chat conversations with customer threads.
- Create Customer
Tool to create a new customer in Help Scout with contact details and profile information. Use when you need to add a new customer with emails, phones, addresses, or other contact data.
- Create Customer Address
Tool to create an address for a Help Scout customer. Use when you need to add a physical address to a customer's profile.
- Create customer email
Tool to create an email for a customer in Help Scout. Use when you need to add a new email address to a customer's profile.
- Create Customer Phone
Tool to create a phone number for a Help Scout customer. Use when adding contact phone numbers to customer profiles.
- Create Customer Property
Tool to create a customer property definition in Help Scout. Use when you need to add custom fields to track additional customer information like subscription plan, tier level, or custom attributes. Maximum 50 customer property definitions
- Create Customer Thread
Tool to create a new customer thread on a Help Scout conversation. Use when a customer needs to add a message to an existing conversation. The conversation will reopen unless imported mode is enabled. Conversations are limited to 100 thread
- Create Customer Website
Tool to create a website entry for a customer in Help Scout. Use when adding a website URL to an existing customer profile.
- Create Note on Conversation
Tool to create a new note thread on a Help Scout conversation. Use when you need to add internal notes to conversations. Notes are visible only to team members, not customers. Maximum 100 threads per conversation.
- Create Organization
Tool to create a new organization in Help Scout. Use when you need to create a company profile with associated domains, contact information, and metadata.
- Create Organization Property
Tool to create a new custom property definition for organizations in Help Scout. Use when you need to add custom fields to track organization-specific data like industry, account tier, renewal dates, or other metadata. Maximum 50 property d
- Create Phone Thread
Tool to create a new phone thread on a Help Scout conversation. Use when you need to log a phone call interaction with a customer on an existing conversation.
- Create Reply Thread
Tool to create a new reply thread on a Help Scout conversation. Use when sending a reply to a customer in an existing conversation. The reply can be published immediately or saved as a draft.
- Create saved reply
Tool to create a saved reply for a mailbox in Help Scout. Use when you need to create reusable message templates for email or chat responses.
- Create Social Profile
Tool to create a social profile for a customer in Help Scout. Use when you need to add social media profile information (LinkedIn, Twitter, Facebook, etc.) to a customer record.
- Create Webhook
Tool to create a new webhook subscription in Help Scout to receive real-time event notifications. Use when setting up webhook integrations to track conversations, customers, tags, or other events.
- Delete Chat Handledestructive
Tool to delete a chat handle for a customer. Use when you need to remove a chat handle associated with a customer account.
- Delete Conversationdestructive
Tool to move a conversation to the deleted folder. Use when you need to delete a conversation. The conversation can only be restored by a Help Scout administrator.
- Delete customerdestructive
Tool to permanently delete a customer by ID from Help Scout. This hard-deletes the customer including microsurvey responses and conversations (irreversible, GDPR compliant). Returns 403 if user lacks access to all conversations or customer
- Delete Customer Addressdestructive
Tool to delete a customer's address from Help Scout. Use when you need to remove address information associated with a specific customer account.
- Delete Customer Asynchronouslydestructive
Tool to delete a customer asynchronously. Use when you need to permanently remove a customer, their survey responses, and associated conversations. The deletion occurs asynchronously after the API returns 202 Accepted. To track completion,
- Delete Customer Emaildestructive
Tool to delete an email for a customer. Use when you need to remove a customer's email address from Help Scout.
- Delete Customer Phonedestructive
Tool to delete a customer's phone number from Help Scout. Use when you need to remove a phone number associated with a specific customer account.
- Delete Customer Propertydestructive
Tool to perform a soft delete on a customer property definition. The property is scheduled for permanent deletion, with its slug temporarily reassigned during the grace period.
- Delete Customer Websitedestructive
Tool to delete a website for a customer. Use when you need to remove a website from a customer record.
- Delete Organizationdestructive
Tool to delete an organization by ID. Use when removing an organization from Help Scout. This operation also removes the reference to this organization from all associated customers.
- Delete Organization Propertydestructive
Tool to delete an organization property definition. This performs a soft delete, and the property will be removed permanently after a grace period. Use when you need to remove a custom property from organizations.
- Delete Organization Property Customer Tierdestructive
Tool to delete a customer tier property definition from organizations. This performs a soft-delete, and the property will be removed permanently after a grace period. Use when you need to remove a custom organization property definition.
- Delete Saved Replydestructive
Tool to delete a saved reply from a mailbox. Use when you need to permanently remove a saved reply. Returns 204 No Content on successful deletion.
- Delete Snoozedestructive
Tool to delete a snooze on a conversation. Use when you need to remove a snooze from a conversation, which will place it into its new home folder (Mine, Team or Unassigned, based on assignee).
- Delete Social Profiledestructive
Tool to delete a social profile for a customer in Help Scout. Use when you need to remove a social media profile link from a customer record.
- Delete Thread Scheduledestructive
Tool to unschedule a scheduled thread in a conversation. Use when you need to convert a scheduled thread to a draft thread. The scheduled thread will be converted to a standard draft thread.
- Delete Webhookdestructive
Tool to permanently delete a webhook subscription from Help Scout. Use when you need to remove webhook integrations that are no longer needed.
- Download Attachment
Tool to download an attachment file from a Help Scout conversation. Use when you need to retrieve the actual file content of an attachment.
- Get Attachment Data
Tool to retrieve attachment data for a specific attachment. Returns base64-encoded attachment content.
- Get Busy Times Report
Tool to get busiest time of day report showing conversation volume by day and hour. Use when you need to analyze conversation patterns to identify peak support hours or optimize team scheduling. Requires Plus or Pro plan.
- Get Chat Report
Tool to retrieve comprehensive chat report statistics from Help Scout. Use when you need to analyze chat performance metrics including conversation volume, wait times, response times, message counts, and chat durations. Supports period-over
- Get Company Customers Helped Report
Tool to retrieve company customers helped report showing distinct customer count receiving support. Use when you need to analyze how many unique customers were helped during a specific period, compare periods, or track customer engagement t
- Get Company Drilldown Report
Tool to retrieve company drilldown report showing underlying conversation data for company statistics. Use when you need to analyze conversations by various dimensions like reply counts, response times, or resolution metrics. Available only
- Get Company Report
Tool to retrieve overall company performance report from Help Scout. Returns metrics like customers helped, conversations closed, total replies, and per-user statistics for a specified time period. Use when you need to analyze team performa
- Get Conversation
Tool to retrieve a specific conversation by ID from Help Scout. Use when you need detailed information about a conversation including assignee, customer, tags, custom fields, and optionally embedded threads.
- Get Conversations Attachments File
Tool to download a single attachment file from a conversation. Use when you need to retrieve the actual binary file content of an attachment. Returns the file with original filename and content type.
- Get Conversations Drilldown Report
Tool to get conversations drilldown report from Help Scout. Use when you need detailed conversation data for a specific time period. Available on Plus and Pro plans only.
- Get Conversations Field Drilldown Report
Tool to get conversations drilldown by field report from Help Scout. Use when you need to analyze conversations by specific tags, saved replies, workflows, or customers for a time period.
- Get Conversations Report
Tool to get overall conversations report with statistics on conversation volume, channels, and trends. Use when you need insights on conversation patterns, busiest times, top customers, tags, or custom field analytics. Supports optional pre
- Get Customer
Tool to get a specific customer by ID from Help Scout. Use when you need to retrieve detailed customer information including contact details, profile data, and conversation history.
- Get Customer Address
Tool to retrieve a customer's address from Help Scout. Use when you need to fetch the physical address associated with a specific customer account.
- Get Docs Report
Tool to retrieve overall docs performance report from Help Scout. Returns metrics like unique visitors, browse and search actions, popular searches, top articles, and top categories for a specified time period. Use when you need to analyze
Setup
Setup guide
- 11. In Switchy, open your workspace settings and navigate to the Integrations tab. 2. Find Help Scout in the MCP directory and click Connect. 3. You'll be redirected to Help Scout's OAuth consent screen — sign in with an admin account. 4. Grant scopes for conversations (read/write), customers (read/write), and mailboxes (read) so the MCP can access tickets and profiles. 5. After authorizing, you'll return to Switchy and see Help Scout listed as connected. 6. Open any Space, type @HelpScout followed by a request like 'list open conversations in the billing mailbox', and send the message. 7. The MCP will fetch live data and display results in the thread. 8. To test customer lookups, try '@HelpScout find customer by email user@example.com' and confirm it returns profile details. 9. If a tool fails, check that your Help Scout plan includes API access and that the OAuth token hasn't expired in workspace settings.
What teammates see: by default, memories from Help Scout are scoped to the Space (PROJECT visibility) - you can mark any memory PRIVATE or share it ORG-wide.
Works well with
Top models
Compatibility data appears once enough Spaces have used this MCP together with a given model.
How Switchy teams use it
Starter prompts
Summarize Open Tickets
@HelpScout list all open conversations in the support mailbox from the past 48 hours, then summarize each by subject, customer name, and urgency level in a table.Open in a Space →
Draft Reply from Context
@HelpScout fetch conversation ID 987654321 with all threads, then draft a reply addressing the customer's billing question using our standard refund policy.Open in a Space →
Find Customer History
@HelpScout find customer by email jane@acme.com and show all past conversations, phone numbers, and custom properties like subscription tier.Open in a Space →
Create Ticket from Chat
@HelpScout create a new conversation in the billing mailbox for customer john@startup.io with subject 'Invoice discrepancy' and this thread as the first message.Open in a Space →
Flag Escalations by Tag
@HelpScout list all conversations tagged 'escalation' that are still open, then create a summary with customer name, issue, and days since last reply.Open in a Space →
Example outputs
Illustrative - representative of the model's voice and quality, not literal recordings.
@helpscout show me all open conversations assigned to me from the last 3 days, grouped by priority
Found 12 open conversations assigned to you since January 15th. High priority (4): Two billing escalations from enterprise accounts, one API integration issue, and a data export request. Normal priority (6): Feature questions about workflow automation, mobile app sync, and reporting. Low priority (2): General how-to questions about tagging and saved replies. The billing escalations have been waiting longest—both opened 68 hours ago.
This example shows Help Scout's conversation-retrieval and filtering capabilities. The MCP can query by assignee, date range, and status, then the AI synthesizes priority groupings. Requires OAuth scope to read conversations and mailbox data. Response time depends on your account's conversation volume.
@helpscout create a new customer profile for sarah.chen@acme.com with phone +1-555-0199, tag her as 'enterprise-trial', and start a conversation about onboarding
Created customer profile for Sarah Chen (ID: 847392). Added email sarah.chen@acme.com and phone +1-555-0199. Applied 'enterprise-trial' tag. Started conversation #CS-10483 in your General mailbox with subject 'Welcome to your enterprise trial'. The conversation is now in 'active' status and assigned to you. You can add the first message thread to begin the onboarding discussion.
Demonstrates Help Scout's customer-creation and conversation-initiation tools in a single workflow. This writes data to your Help Scout account—the customer and conversation are real and will appear in your mailbox. Requires OAuth scopes for customer write access and conversation creation. The MCP creates the conversation shell; you'll need a follow-up prompt to add the actual message content.
@helpscout pull the last 20 conversations tagged 'billing-question', summarize the most common issues, and draft a knowledge base article addressing them
Analyzed 20 conversations tagged 'billing-question' from the past 14 days. Three recurring themes: (1) Confusion about prorated charges when changing plans mid-cycle (8 mentions), (2) unclear invoice line items for add-on seats (5 mentions), (3) questions about annual vs. monthly billing savings (4 mentions). Draft KB article: 'Understanding Your Invoice'—explains proration logic with a worked example, breaks down seat add-on charges, includes a comparison table showing annual discount. Suggests adding screenshots of the billing portal for clarity.
Showcases the MCP's ability to retrieve tagged conversations and feed them to the AI for pattern recognition and content generation. The draft article is AI-synthesized from real conversation data, not pulled from Help Scout itself. Useful for turning support volume into self-service content. Requires read access to conversations and tags; the quality of the summary depends on how consistently your team uses tags.
Use-case deep-dives
When Help Scout MCP speeds up launch-week triage
A 6-person SaaS team launches a new feature and expects 200+ support emails in the first 72 hours. The product manager sits in Switchy with the Help Scout MCP connected and creates conversations directly from Slack threads where beta users report bugs. She tags each conversation with a custom property ('launch-cohort') so the support lead can filter them later. The MCP's 50 tools cover the full customer lifecycle—emails, phones, addresses, properties—so she never leaves the chat to update Help Scout. This works until you hit ~500 conversations a day; past that threshold, you want Help Scout's native bulk actions instead of per-conversation API calls. If your launch is under 300 tickets and you need cross-tool context (Linear issues, Slack threads, Help Scout convos in one place), connect this MCP the day before launch.
Why this MCP fits early-stage onboarding workflows
A 3-person B2B startup onboards 8 new enterprise customers a month. The customer success manager uses Switchy to pull Salesforce deal data, create Help Scout customer records with all contact details (emails, phones, addresses), and set custom properties like 'contract tier' and 'onboarding cohort' in a single prompt. The OAuth2 auth means she grants access once and the MCP handles token refresh. The 'Create Customer Property' tool lets her define new fields on the fly when a sales rep asks to track a new attribute. This breaks down if you're onboarding 50+ customers a month—at that scale, you want a Zapier pipeline or Help Scout's CSV import, not per-customer API calls. For teams under 20 new customers monthly who need flexible, ad-hoc customer setup without leaving their AI workspace, this MCP saves 15 minutes per onboarding.
When Help Scout MCP handles small-batch customer outreach
A 5-person e-commerce team runs a quarterly 'win-back' campaign targeting 40 customers who haven't ordered in 90 days. The marketing lead sits in Switchy, queries Stripe for the lapsed-customer list, then uses the Help Scout MCP to create a conversation thread for each customer with a personalized message referencing their last order. She adds a custom property ('winback-q1-2025') so the support team knows these are campaign threads, not organic inquiries. The 'Create Conversation' and 'Create Chat Thread' tools let her script the outreach without switching to Help Scout's UI. This approach caps out around 100 conversations—past that, Help Scout's workflow automations or a bulk-email tool are faster. If your campaign is under 75 customers and you want to weave in data from Stripe, Shopify, or your CRM before sending, this MCP keeps the workflow in one place.
Frequently asked
What does the Help Scout MCP let me do in Switchy?
It lets you create and manage Help Scout conversations, customers, and threads directly from Switchy's AI workspace. You can add new customers with full contact details, start email or chat conversations, append messages to existing threads, and define custom customer properties. All 50 available tools map to Help Scout's API, so you're working with live support data without switching tabs.
Do I need admin access to connect Help Scout via OAuth?
You need a Help Scout account with API access enabled. The OAuth flow requests permissions to read and write conversations, customers, and mailboxes. Standard agent accounts typically have sufficient access, but if your workspace restricts API usage to admins, you'll need that role. Check your Help Scout settings under Apps & Integrations to confirm API access is turned on for your account.
Can the MCP search existing Help Scout conversations or only create new ones?
The representative tools shown focus on creating conversations, customers, and threads. If the full 50-tool set includes search or list operations, you can query existing data. Otherwise, you're limited to write operations—adding new records rather than retrieving historical tickets. For read-heavy workflows like searching past conversations, you may need to use Help Scout's native search or their reporting API directly.
How is this different from just using Help Scout's web app or API?
The MCP embeds Help Scout actions into Switchy's AI workspace, so you can create customers or log conversations as part of a larger workflow—like pulling data from Notion, drafting a response in Claude, then posting it to Help Scout. You skip context-switching and manual API calls. If you only need Help Scout in isolation, the web app is simpler. If you're orchestrating multi-tool tasks, the MCP saves time.
Who on my team should connect the Help Scout integration?
Whoever manages customer support workflows or needs to log conversations programmatically. Typically a support lead or ops person who already has Help Scout access. Once connected, any Switchy team member can invoke the tools in shared prompts, but the OAuth token ties back to the connecting user's Help Scout permissions. If that person leaves, you'll need to reconnect under a service account or another admin.