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How Zapier works

Zapier makes it easy to integrate Help Scout with Twilio - no code necessary. See how you can get setup in minutes.

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Help Scout
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Help Scout
1. Choose trigger event
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Twilio
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Twilio
2. Choose action
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1. Select the event
Setup
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Help Scout
Choose a trigger event

Choose a trigger

A trigger is the event that starts your Zap—like a "Conversation Assigned" from Help Scout.

Add your action

An action happens after the trigger—such as "Call Phone" in Twilio.

You’re connected!

Zapier seamlessly connects Help Scout and Twilio, automating your workflow.

Supported triggers and actions

Zapier helps you create workflows that connect your apps to automate repetitive tasks. A trigger is an event that starts a workflow, and an action is an event a Zap performs.

    • Mailbox
      Required
    • Assigned User
    • Tag
    • Status
    • Custom Fields
    Trigger
    Instant
    Try It
    • Conversation ID
      Required
    • Text
      Required
    • User
    Action
    Write
    • First Name
      Required
    • Last Name
      Required
    • Email
    • Phone
    • Chat Handle
    • Social Profile
    • Website
    • Background
    • Organization
    • Location
    • Job Title
    • Address
    • Address
    • City
    • State / Province
    • Postal Code / ZIP Code
    • Country
    Action
    Write
    • Mailbox
      Required
    • Assigned User
    • Tag
    • Status
    • Custom Fields
    Trigger
    Instant
    Try It
    • Mailbox
      Required
    • Assigned User
    • Tag
    • Status
    • Custom Fields
    Trigger
    Instant
    Try It
    • Subject
      Required
    • Mailbox
      Required
    • Customer Label
    • Customer ID
    • Customer's Email
    • From User
    • Thread Type
      Required
    • Text
      Required
    • Status
      Required
    • Assigned User
    • Tag
    • Cc
    • Bcc
    • Import Only
      Required
    • Trigger Auto Reply
    Action
    Write
    • Conversation
      Required
    • Customer
      Required
    • Text
      Required
    • User
    • Create as Draft
      Required
    Action
    Write

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25m

Customers have created over 25 million Zaps on the platform

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Practical ways you can use Help Scout and Twilio

Get SMS alerts for new conversations.

Whenever a new conversation is created in Help Scout, Zapier will send an SMS using Twilio to notify the business owner immediately. This automation ensures that no customer inquiry goes unnoticed, providing timely responses and maintaining a high standard of customer service.

Business Owner
Try it
Send SMS alerts for newly assigned conversations.

When a conversation is assigned to a member of your team in Help Scout, Zapier will send an SMS using Twilio to notify them. This ensures timely follow-ups on customer concerns and helps maintain strong customer satisfaction.

Customer Support Ops
Alert via SMS for tag updates on conversations.

When tags on a conversation in Help Scout are updated, Zapier will send an SMS via Twilio to notify your IT team. This automation helps in tracking important ticket updates in real-time, enabling quicker resolutions and streamlined workflows.

IT

Learn how to automate Help Scout on the Zapier blog

Learn how to automate Twilio on the Zapier blog

Make work flow with AI

Level up your Help Scout to Twilio integration with AI. Extract, summarize, and transform your integration data with leading AI models like OpenAI, Anthropic, and more.
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Frequently Asked Questions about Help Scout + Twilio integrations

New to automation with Zapier? You're not alone. Here are some answers to common questions about how Zapier works with Help Scout and Twilio

How do I initiate the integration between Help Scout and Twilio?

To begin integrating Help Scout with Twilio, you'll need to set up a workflow using Zapier. Start by selecting Help Scout and Twilio as your chosen apps, then configure triggers and actions that suit your needs. For instance, you might set a trigger for when a new conversation is created in Help Scout that prompts an SMS to be sent via Twilio.

What are some common triggers in the Help Scout and Twilio integration?

Common triggers include new conversations or closed conversations in Help Scout. These can trigger actions such as sending an SMS notification through Twilio to alert team members or customers about changes in conversation status.

Can I send SMS notifications from Help Scout using Twilio?

Yes, you can send SMS notifications from Help Scout using Twilio by setting up a Zap with appropriate triggers and actions. For example, when a new customer inquiry comes into Help Scout, it can automatically trigger an SMS notification to your support team via Twilio.

What actions can be performed in Twilio through this integration?

Through this integration with Help Scout, actions like sending SMS messages or making phone calls via Twilio can be triggered based on events occurring in your help desk system.

Is it possible to receive incoming SMS messages from customers within Help Scout?

While direct reception of incoming SMS from customers into Help Scout isn't natively supported, you can use integrations that forward messages received by Twilio into your help desk as notes or new conversations.

Do I need any special permissions or accounts to set up this integration?

You'll need active accounts with both Help Scout and Twilio. Additionally, ensure you have administrative access on Zapier for both applications so that you can establish the necessary connections and turn on the required Zaps for the integration.

How do I troubleshoot if my integration between Help Scout and Twilio isn’t working correctly?

Begin troubleshooting by checking if all Zaps are correctly set up and turned on. Verify that both your Help Scout and Twilio accounts are properly authenticated on Zapier. If issues persist, reviewing logs for each application may provide insights into where processes may be breaking down.

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About Help Scout
Help Scout is the ideal small business help desk. You can deliver great email support and get setup in minutes, without any of the typical help desk complexities.
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About Twilio
An easy tool for developers to send and receive SMS and voice calls.
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