Check Help Scout Conversation Status on WhatsApp
This recipe lets customers check their Help Scout conversation in chat, without waiting for someone to look it up. Part of connecting Help Scout to WhatsApp and AI chat.
What happens today
A customer who raised a problem last week messages on WhatsApp to ask what is happening. Someone on your team opens Help Scout, searches for them, reads the thread and types a reply. Many of these chats are only status checks, and they take time away from the cases that need work.
The flow that works
- AeroChat asks for the email the customer used, and their conversation number if they have it.
- It searches Help Scout for that customer’s conversations.
- It tells them the status of the open conversation and a short summary of the last reply from your team.
- If they add new details, it adds them to the conversation.
- If they want to speak to someone, it hands the conversation to your team with the conversation number.
The recipe
Copy this into AeroChat
When a customer asks about a support request they already raised, follow these steps.
- If they give a conversation number, ask for the email they used too. If not, ask: “Which email did you use when you contacted us?”
- Search Help Scout for conversations from that email. If they gave a conversation number, look up that conversation.
- Only share a conversation if the customer’s email on it matches the email they gave you. If nothing matches, say you could not find it and offer to open a new one.
- If they have more than one open conversation, list the subjects and ask which one they mean.
- Tell them the status in plain words: Active means our team is working on it, Pending means we are waiting for something before we reply, Closed means we have marked it as done.
- Summarise the last reply from our team in one or two lines. Never share internal notes.
- If they add details, add them to the same conversation as a message from the customer. If the conversation is Closed and they say the problem is back, add their message and set it to Active.
- If they ask for a person, or the conversation has had no reply from us for three working days (example), hand the conversation to our support team with the conversation number.
Do not promise a fix date that is not written in the conversation. Reply in the customer’s language.
Change the status wording and the three-day limit to match how your team uses Help Scout before you paste it.
What to connect
- Help Scout. A user who can see the right inboxes creates an app under Your Profile, then My apps, and copies its app ID and app secret. Paste them in when AeroChat asks.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Help Scout, then switch it on. If it built the connection from Help Scout’s public documentation, the checklist asks you to check it once against the current docs.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- Which statuses AeroChat shares, and the words it uses for each.
- How a customer shows the conversation is theirs.
- When a status check becomes a handover to your team.
The result to expect
Customers get an answer about their case in the same chat, at any hour. Your team spends less time on “any update?” messages and more on the open cases.
Measure it with your own numbers: status questions answered in chat without a handover, and your team’s first reply time on open conversations, for a month before and after.
Next: create conversations from support chats.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Help Scout connection behind it. See what each channel does on the Help Scout integration page.
Let customers check their own conversations
Paste the recipe, add your Help Scout app ID and secret, and ask about a test conversation in the chat.