AI products that work with Help Scout
Help Scout keeps support personal, and these products are built to keep it that way. One sits beside your agents, drafting replies and surfacing relevant Docs articles. The other resolves customer questions across chat and email from your knowledge base and hands complex cases to people. Both connect natively to conversations, customers and Docs articles in your account.
- Data exchanged
- conversations, customers and Docs articles
- Access you provide
- Help Scout OAuth app
- Added to the core price
- $750 for the Help Scout edition of a product
- Not included
- Help Scout license or subscription costs, and any customization beyond the field mapping agreed during setup.
| Product | What it does in Help Scout | Price | Add to cart |
|---|---|---|---|
| AI Customer Support Agent for Help Scout | Resolves customer questions across chat and email using your knowledge base and hands off complex cases, connected natively to Help Scout so it reads and updates conversations, customers and Docs articles. | Price range: $6,900 through $8,950 | Add to cart |
| AI Support Copilot for Help Scout | Drafts replies and surfaces relevant articles for human agents inside the helpdesk, connected natively to Help Scout so it reads and updates conversations, customers and Docs articles. | Price range: $5,900 through $7,650 | Add to cart |
How do the Help Scout editions divide the work?
The AI Support Copilot for Help Scout works with your team. It drafts replies and surfaces relevant articles inside the helpdesk for human agents to use. The AI Customer Support Agent for Help Scout works in front of your team. It resolves customer questions directly using your knowledge base and hands off complex cases to a person.
Which one fits your support team today?
If your team wants to keep every reply personal but write faster, the copilot is the natural fit. If many questions are routine and already answered in your Docs, the customer support agent can resolve them before they reach anyone. Some teams start with the copilot to build trust in the drafts, then add the agent for routine questions.
Questions buyers ask
Does it use our Help Scout Docs?
Yes. Both editions connect natively to Help Scout and work with your Docs articles, as well as conversations and customers. The copilot surfaces relevant articles for agents, and the customer support agent answers from your knowledge base. Keeping Docs up to date therefore improves both products at once.
What happens to complex cases?
The AI Customer Support Agent for Help Scout hands off complex cases to your team rather than trying to resolve everything. The conversation stays in Help Scout, so the person who picks it up can see the history. The Scope Card sets out what the agent covers, so read it before you order.
Are there copilot editions for other helpdesks?
The AI Support Copilot also has editions for Zendesk, Freshdesk, Intercom and Gorgias. You can see them in the Support Operations category, alongside routing, escalation and quality products that help with the rest of the support workflow. Teams that move helpdesk later can look for the matching edition there.
How the connection is set up
The general pattern we follow for every integration.
- 1You create the necessary access in your Help Scout account: a private app, an API key, or an OAuth approval, depending on what Help Scout supports.
- 2We agree a secure way to share access during intake. Please never send passwords or API keys by email.
- 3We agree the field mapping with you and test it on sample records before anything goes live.
- 4You can revoke access from Help Scout or the portal at any time.
Frequently asked questions
Which Help Scout plan do I need?
It depends on the product. Each product page lists the Help Scout features it relies on; plan upgrades are not included.
Will it change my existing data?
Only the fields in the mapping agreed with you, and that mapping is tested on sample records before anything goes live.
Can I use a different platform instead?
Many products also have editions for other platforms. See the full integrations list for what is currently published.