The AVOXI Genius integration with Help Scout allows organizations to bring together their voice and support platforms seamlessly. By integrating these technologies, users can focus on voice communication with AVOXI Genius and have their conversation workflow automatically updated in Help Scout.
AVOXI - Help Scout Integration Overview
The first feature of the AVOXI Genius and Help Scout integration is the Screen Pop, where End Users stored in Help Scout are displayed in realtime in the Genius webphone when an agent receives or places a call. Using the caller ID of the incoming call, the integration leverages an API to reference any End User in Help Scout with the same phone number and displays that user to the Agent. From there, an agent can provide a personalized greeting and confirm contact information right away.
Also, a link is provided to the agent to quickly access the customer's page in Help Scout giving the agent quick and comprehensive access to all the recent activity of the caller. If the agent is making an outbound call, they can utilize the "Click-to-Call" feature to quickly dial an "End User" in Help Scout and all of the customer's information will also be available within the webphone throughout the call. If the agent ever navigates away from the customer's page and needs to quickly access it again, the same link is available directing the agent to the customer's page with all the relevant information and activity for the customer.
Automated Workflow
In addition to personalized communication, the ticketing workflow in Help Scout is also automated by the integration. Using the same API setup for the Screen Pop feature, the Workflow Automation will automatically create conversations in Help Scout from a call in the AVOXI Genius voice platform.
This allows agents to focus on the call and not worry about separate tasks or switching platforms. Creating the converation is done automatically and created as a Genius Autologged conversation with all of the relevant call information saved in the conversation to be easily accessed at any time after the call. Automating this workflow not only saves the agent time but also prevents the possibility of manual errors from data entry or context switching. Providing this personalized communication and automated workflow through seamless integration with AVOXI Genius and Help Socut is also easy to set up and can be done in minutes.
Installing Help Scout Integration
The AVOXI Genius and Help Scout integration gives agents the ability to provide personalized communication while also streamlining and automating their activities.
As an admin, navigate to the Data Integrations page in the AVOXI platform and click 'connect' on Help Scout.
Congratulations, the AVOXI and Help Scout integration are complete!
After a test call, the Help Scout integration will now show as 'Active' and additional configurations can be updated by selecting the 'Configuration' tab at the top of the page.
Unknown caller
- Create a new Customer in Help Scout for calls where no matching record is found with the corresponding caller ID or number dialed.
- Automatically create a record in Help Socut when Genius does not recognize the phone number of the caller for incoming calls.
- Automatically create a record in Help Scout when Genius does not recognize the phone number dialed by an agent placing outgoing calls.
Call Logging
Information about calls will be logged as a conversation in Help Scout after a call ends.
Configure different Statuses for automated conversations created.
Example -
- Set status for Inbound Answered call as closed
- Set status for inbound missed call as active
Mailbox is required for setting up Help Scout integration to create a conversation used for call logging.
Note - If no mailbox id is entered, by default a random mailbox will be chosen by the system based on the response from Help Scout's API.
Mailbox Id
To find mailbox id use the following steps -
- Choose the mailbox from the availble list
2. Click on the setting button and select “Edit Mailbox”
3. copy the mailbox id present in url
Note: The Help Socut card on the main Data Integrations page will now show a 'Manage' button since it is connected. This can be accessed at any time to adjust the integration configurations.
