Connect Help Scout and Twilio to unlock the power of automation
- No credit card required
- Free forever for core features
- 14-day trial for premium features and apps
Set up your first integration
Quickly connect Help Scout to Twilio with a Zapier template.
Our most popular template
How Zapier works
Zapier makes it easy to integrate Help Scout with Twilio - no code necessary. See how you can get setup in minutes.
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.
- MailboxRequired
- Assigned User
- Tag
- Status
- Custom Fields
Try ItTriggerInstant- Mailbox
Try ItTriggerPolling- Conversation IDRequired
- TextRequired
- User
ActionWrite- First NameRequired
- Last NameRequired
- Email
- Phone
- Chat Handle
- Social Profile
- Website
- Background
- Organization
- Location
- Job Title
- Address
- Address
- City
- State / Province
- Postal Code / ZIP Code
- Country
ActionWrite
- MailboxRequired
- Assigned User
- Tag
- Status
- Custom Fields
Try ItTriggerInstant- MailboxRequired
- Assigned User
- Tag
- Status
- Custom Fields
Try ItTriggerInstant- SubjectRequired
- MailboxRequired
- Customer Label
- Customer ID
- Customer's Email
- From User
- Thread TypeRequired
- TextRequired
- StatusRequired
- Assigned User
- Tag
- Cc
- Bcc
- Import OnlyRequired
- Trigger Auto Reply
ActionWrite- ConversationRequired
- CustomerRequired
- TextRequired
- User
- Create as DraftRequired
ActionWrite
Zapier is the automation platform of choice for 87% of Forbes Cloud 100 companies in 2023
93%
Customers who say using Zapier has made them better at their job
25m
Customers have created over 25 million Zaps on the platform
6 mins
The average user takes less than 6 minutes to set up a Zap
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 OwnerSend 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.
ITLearn how to automate Help Scout on the Zapier blog
Learn how to automate Twilio on the Zapier blog
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.
