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The WPForms Help Scout Integration Add-on connects your WordPress forms directly to your Help Scout shared mailbox via the official Mailbox API 2.0. Every form submission is instantly transformed into a structured support conversation with automatic customer matching, field compilation, and status assignment—with zero Zapier subscriptions or middleman delays.

Overview

Connecting contact forms directly to your customer support helpdesk prevents inquiries from getting buried in spam folders or scattered across personal inboxes. This add-on uses Help Scout’s secure OAuth 2.0 Client Credentials grant to ensure instant, enterprise-grade delivery.

Prerequisites

• An active Help Scout account (Standard, Plus, or Pro plan).
• WPForms (Lite or Pro) active on your WordPress website.
• WPForms Help Scout Integration Add-on installed and activated.

Step 1: Obtain Help Scout OAuth 2.0 App Credentials

1. Log in to your Help Scout dashboard.
2. Click your profile icon in the top right and navigate to Your Profile » My Apps (or visit https://secure.helpscout.net/members/my-apps/).
3. Click Create My App.
4. Set the App Name to WPForms Help Scout Connector.
5. Leave the Redirection URL blank (Client Credentials does not require a redirect callback).
6. Click Save.
7. Copy your generated App ID and App Secret.

Step 2: Configure Global Settings in WordPress

1. In your WordPress admin dashboard, navigate to WPForms » Help Scout.
2. Paste your App ID into the corresponding field.
3. Paste your App Secret into the corresponding field.
4. Click Save & Test Connection.
5. A green notice confirming “Help Scout connection successful! OAuth2 token obtained and verified.” will indicate that authentication is established.

Step 3: Enable Help Scout Routing on Your Form

1. Go to WPForms » All Forms and click Edit on your desired form.
2. In the form builder sidebar, navigate to Settings » Help Scout.
3. Toggle on Create Help Scout Conversation upon form submission.
4. Select your target Help Scout inbox from the Destination Mailbox dropdown.
5. Customize the Conversation Subject template (you can insert dynamic tokens such as {form_name} or specific field values).
6. Choose the initial Conversation Status (Active, Pending, or Closed).
7. Add optional comma-separated tags (e.g., wpforms, support, website).
8. Click Save in the top right corner of the form builder.

Step 4: Submission Verification & Audit Trail

Whenever a visitor submits your form:

• The add-on automatically extracts the requester’s email address and name.
• A new conversation is generated inside the selected Help Scout mailbox.
• All form input values are compiled into a formatted HTML thread table.
• The direct Help Scout conversation URL is permanently stamped into the WPForms Entry Notes for 100% traceability.

Troubleshooting & Frequently Asked Questions

Can I route different forms to different Help Scout mailboxes?
Yes! Each form contains its own Help Scout settings panel, allowing you to route sales inquiries to your Sales mailbox and technical issues to your Support mailbox.

Does this add-on consume Zapier tasks?
No. This add-on communicates point-to-point directly with Help Scout’s REST API 2.0, completely eliminating third-party middleware fees and API volume caps.