[Reply] Help Scout Docs integration

IN THIS ARTICLE

Summary

If your team is using Help Scout Docs, you can integrate your account with Reply, allowing team members to easily insert articles within responses to conversations. This can give your customers an ever richer and more contextual experience.

Configuring the Help Scout Docs integration

Follow the steps below to configure the Help Scout Docs integration.

1

Click on Settings on the left hand side of your dashboard and then select the Integrations tab.

2

Insert your Help Scout API Key.

How to find your Help Scout API Key:

  • Log into your Help Scout account and click on the profile avatar at the top right of the page
  • Click Your Profile
  • Select Authentication on the left hand side and then select the API Keys tab
  • Copy the API Key under the Docs API section

3

Select the Collection you'd like to use.

It is not possible to use multiple Collections at this time. We do apologise for the lack of flexibility there.

4

Click Save Changes.

Using the Help Scout Docs integration

Once the Help Scout Docs integration has been configured, team members will now be able to select articles to choose within their responses to conversations. There are two easy ways to insert an article into your response.

1

Click on the Insert Help Scout Article option within the composer and select the article you'd like to use.

2

Use the + shortcut, and using the up and down arrows on your keyboard, select the article you'd like to use.