Managed Agents at Previously $0.06 $0.03/minManaged Agents are Previously $0.06 $0.03/min.
Webhook tool

Help Scout AI voice agents that log calls in your inbox

The agent answers login and billing questions from your help content, and opens a phone conversation in your Help Scout inbox for the rest.

Start buildingRead the docs

Support phone agent

Answers common questions and logs the rest in Help Scout.

Instructions

Answer login, password reset and billing questions from your help content. If you cannot resolve it, ask for the caller's email, read it back, and open a conversation with what they said. Transfer if they ask for a person or the issue is urgent.

Handoff
Support team

Connected tools

  • Create conversationWebhook
  • Transfer to supportTransfer

What a Help Scout AI voice agent can do

Open one to watch a call. The grey lines are the tools the agent calls mid-sentence.

The agent opens a conversation of type phone in the inbox you choose, so your team works calls in the same queue as email.

Tool definitions

Webhook tools go to POST /v1/agents/tools. Transfers are a system tool on the agent. Replace the placeholder values in capitals with your own.

Webhook

Create conversation

Opens a phone conversation through your service.

Show the JSON definition
create_conversation
{
  "type": "webhook",
  "name": "create_conversation",
  "description": "Opens a Help Scout conversation for the caller's issue. Returns the new conversation ID, which your service reads from the Resource-ID header Help Scout sends back.",
  "pre_tool_speech": "auto",
  "execution_mode": "immediate",
  "response_timeout_secs": 20,
  "api_schema": {
    "url": "https://api.your-company.com/helpscout/conversations",
    "method": "POST",
    "request_body_schema": {
      "type": "object",
      "properties": {
        "email": {
          "type": "string",
          "description": "The caller's email, confirmed by reading it back."
        },
        "first_name": {
          "type": "string",
          "description": "The caller's first name."
        },
        "subject": {
          "type": "string",
          "description": "Short subject, such as Login loop after password reset."
        },
        "text": {
          "type": "string",
          "description": "What the caller said, in their words."
        },
        "phone": {
          "type": "string",
          "dynamic_variable": "system__caller_id"
        }
      },
      "required": [
        "email",
        "subject",
        "text"
      ]
    },
    "authentication": {
      "mode": "bearer",
      "token": {
        "type": "secret",
        "secret_value": "YOUR_SERVICE_TOKEN"
      }
    }
  }
}

Transfer

Transfer to support

Cold transfer to the support line.

Show the JSON definition
transfer_to_support
{
  "config": {
    "system_tools": {
      "transfer_to_number": {
        "description": null,
        "pre_tool_speech": "auto",
        "transfers": [
          {
            "destination": {
              "type": "phone",
              "phone_number": "+14155550145"
            },
            "condition": "The caller asks for a person or reports something urgent, after the conversation is created."
          }
        ]
      }
    }
  }
}

Set it up

No native connector. The tool calls a service of yours, which gets a Help Scout OAuth token and creates the conversation with the Inbox API. Vendor details read in November 2026.

  1. Create a Help Scout app

    Under Your Profile, then My apps, create an app as an active user in your account. Keep its application ID and secret in your service.

  2. Run the endpoint

    Your service gets a token from POST /v2/oauth2/token with the client credentials grant, then calls POST /v2/conversations with type phone, your mailboxId, a status, the customer and a thread.

  3. Add the tool

    Point the tool at your service with a bearer secret. The phone field reads system__caller_id, so your service can set it on new customers.

  4. Test a new caller

    Call, give an email that is not yet a customer, and check the conversation and the new customer in Help Scout.

Documentation

Before you build

Why not call Help Scout directly

Help Scout tokens from the client credentials grant last two days and come with no refresh token. A webhook tool sends the stored value, so it would fail after two days. Your service gets a new one.

Writes count double

Help Scout's rate limit depends on your plan and is shared by every user on the account. POST, PUT, PATCH and DELETE requests count as two, and a 429 means wait.

Use cases for teams on Help Scout

Customer support

Resolve support calls on the first try, refund and credit within your rules, and keep customers who call to cancel.

See the use case

More integrations

All integrations
Webhook tool

ServiceNow

Create ServiceNow incidents from phone calls and read back their status with webhook tools for the Table API.

  • Managed Agents
See the integration
Webhook tool

Zendesk

Create and update Zendesk tickets from a Cartesia voice agent with a webhook tool that calls the Zendesk Tickets API.

  • Managed Agents
See the integration
Webhook tool

Freshdesk

A webhook tool for the Freshdesk tickets endpoint so a Cartesia voice agent can log phone issues as tickets.

  • Managed Agents
See the integration

Enterprise-grade security

  • HIPAA compliant badge

    HIPAA compliant

  • SOC 2 Type 2 badge

    SOC 2 Type 2

  • GDPR badge

    GDPR

Help Scout AI voice agent FAQs

Can Help Scout answer phone calls with AI?

No. Help Scout has no native phone system. Phone support comes through integrations such as Aircall. The Cartesia agent on this page answers the call and opens a phone conversation in your Help Scout inbox under the caller's email.

How do I connect Help Scout to an AI voice agent?

Create a Help Scout app under Your Profile, then My apps, and run a small service that gets tokens with the client credentials grant and calls POST /v2/conversations. Point Cartesia's webhook tool at the service. Help Scout's tokens last two days with no refresh token, so a token stored in the tool would fail.

Can a Help Scout voice agent skip asking for an email?

Only if your service can find the customer another way and pass their ID. Help Scout requires a customer ID or an email on every new conversation.

Do the agent's calls count against Help Scout's rate limit?

Yes, a little. Help Scout's limit depends on your plan and is shared by every user on the account, and writes count as two requests. One conversation per call, plus a token request every two days, stays far below it.

Who bills the phone minutes on a Help Scout voice agent?

Cartesia bills the agent at $0.03/min, plus LLM usage and telephony. Phone minutes depend on the number. Cartesia-provisioned numbers are US only and carry Cartesia's telephony fee. Numbers from your Twilio account or a SIP trunk pay your carrier's rates instead.

Get started today

Talk to an expert.

Connect with a member of our team and learn how Cartesia can help you build world-class voice experiences.

Contact Sales

Start building.

Access our models via API and bring a voice agent into production in minutes.

Try Cartesia