The Ringover integration with Help Scout allows you to centralise your customer support conversations, automatically log call and SMS activities, and identify callers instantly. In this guide, you’ll learn how to activate the integration, authorise permissions, and configure your settings to log calls as conversations directly in your Help Scout shared mailbox.

Prerequisites

An active Ringover Business account or higher.
Administrative or technical permissions on your Ringover Dashboard.
An administrator account in Help Scout.

Activate and configure Help Scout integration

1. Activate Help Scout in Ringover

Connect your Help Scout workspace to Ringover and grant access permissions.

Log in to your Ringover Dashboard.
Go to Store > Integrations.
Locate Help Scout and click on it.
Click Activate in the pop-up window.
Log in with your Help Scout credentials and authorise the requested permissions.

2. Configure your Help Scout integration settings

Customise how calls, SMS, and contacts synchronise between Ringover and your Help Scout mailbox.

Call types: Manage and filter categories for inbound, outbound, or missed calls.
Mailbox: Select the destination Help Scout mailbox used to route and log communications (e.g., "Demo RIngover").
Include recordings in call logs: Select which audio recordings (e.g., "All files") are attached to call logs.
Restrict access to recordings: Toggle switch to limit user access permissions for audio recordings.
Phone numbers: View and manage connected phone lines or select specific numbers.
SMS messaging numbers: Select and manage phone numbers designated for SMS messaging.
Link users with an account: Map Help Scout users or agents to their corresponding system account via "Manage users".
Assign missed IVR calls to: Choose a default user or queue (e.g., "Add user") to assign unhandled IVR calls.
Log internal calls: Toggle switch to automatically log internal team calls within Help Scout.

Include Ringover summaries in call logs: Toggle switch to attach Ringover call summaries to call logs.
Include scenario name in call logs (for incoming IVR calls): Toggle switch to append the specific IVR scenario name to incoming call logs.
Logs display language: Select the language used to display call log information (e.g., "en").
Create contact for calls: Choose when new contacts are automatically created during calls (e.g., "No contact page created").
Sync contacts (v4): Toggle switch to enable general contact synchronisation with Help Scout.

☝️ Once connected, completed phone calls and SMS messages are automatically recorded as conversations in your Help Scout mailbox, keeping customer context in one place.

3. Make calls with Click-to-Call and sync contacts

Place outbound calls directly from customer records and review synced caller information.

Install the Ringover Dialer extension in your browser (🔗 How to use Ringover Dialer extension on Google Chrome).
Open any customer conversation or profile inside Help Scout.
Click on the highlighted phone number to dial directly via Ringover without copy-pasting.
Tag and annotate your call; all notes and tags will automatically synchronise to the corresponding Help Scout conversation.

💡Enable contact synchronisation in your integration settings to instantly identify inbound callers and pull up their previous Help Scout history before picking up.

🎉 You now know how to activate and configure the Help Scout integration and can manage all your customer calls and SMS as conversations in your shared mailbox!