Help Scout is a customer support platform that helps teams manage shared inboxes, live chat, and customer conversations in one place. Connect it to Omnisend to trigger email or SMS workflows in real time when chat sessions start, or conversations are created, moved, or assigned – perfect for support follow-up sequences, lead nurturing after chat, and multi-channel engagement based on support activity.
Setup Process
Step 1. In Omnisend, go to Apps → search for Help Scout → click Connect now.
Step 2. You'll see a list of supported integration features. Enable the ones you want to use:
Chat Event
Conversation Events
Omnisend generates a unique webhook URL for each enabled feature. Keep this page open – you'll need these URLs in the next step.
Step 3. In Help Scout, go to Manage → Apps.
Step 4. In the Apps Directory, search for Webhooks and click the Webhooks app.
Step 5. Click New Webhook. In the form:
Add a Label to identify this webhook (e.g., "Omnisend – Chat Event").
Paste the Omnisend webhook URL for your first enabled feature into the Callback URL field.
Toggle Active to on.
Under Events, select the events that match the feature you're setting up (see table below).
Under Inboxes, select the inbox(es) you want this webhook to apply to.
Click Save.
Repeat Steps 5–6 for each feature you enabled in Step 2 – each feature requires its own webhook entry.
Events to select in Help Scout per the integration feature:
For the Chat Event feature, select this event:
Beacon Chat Created
For the Conversation Events feature, select these events:
Conversation Created
Conversation Moved
Conversation Assigned
And that's it! Once your webhooks are saved and set to Active, Help Scout events will start triggering in Omnisend.
What Data Is Passed
Custom Events
The table below lists the custom events Help Scout sends to Omnisend.
Custom Event Name | Description |
Help Scout – Beacon Chat Created | Triggered when a customer starts a new chat session via a Help Scout Beacon. |
Help Scout – Conversation Created | Triggered when a new conversation is created in Help Scout. |
Help Scout – Conversation Moved | Triggered when a conversation is moved to a different inbox. |
Help Scout – Conversation Assigned | Triggered when a conversation is assigned to an agent or team. |
💬 Learn more: Create & Manage Custom Events in Omnisend.
FAQ
Do I need a separate webhook in Help Scout for each integration feature?
Yes – each Omnisend integration feature (Chat Event, Conversation Events) requires its own webhook entry in Help Scout, with the corresponding Omnisend webhook URL and event selections.
What's the difference between "Conversation Created" and "Beacon Chat Created"?
Conversation Created fires when any new conversation is started in Help Scout (email, form, or other channel).
Beacon Chat Created fires specifically when a customer starts a live chat session via a Help Scout Beacon widget.
Can I sync historical conversation data?
No – the integration only syncs events that occur after your webhooks are saved and active. Past conversations won't be imported.
Why didn't my workflow trigger after a Help Scout event?
Check the following:
The correct Omnisend webhook URL is in the Callback URL field for that feature's webhook.
The webhook is toggled to Active in Help Scout.
The correct events are selected in the webhook's Events section.
The customer has an email address.
If all is confirmed and the issue persists, disconnect and reconnect the Help Scout integration. If it still doesn't work, contact our Support Team.
Didn't find the answer to your question? Reach out to our Support Team through the in-app chat or at [email protected] – our team is available 24/7.