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Back to Search AI connectors list Help Scout is a customer support platform that helps businesses manage customer communications through shared inboxes, knowledge bases, live chat, and reporting. The HelpScout Connector ingests Article content into Search AI, enabling efficient search across your knowledge base.
SpecificationDetails
Repository typeCloud
Supported contentArticles
RACL supportYes
Content filteringNo
Auto permission resolutionYes

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Prerequisites

Search AI uses two HelpScout APIs:
  • Docs API — fetches article content and metadata; authenticated via API Key
  • Inbox API — fetches access and user details; authenticated via OAuth 2.0
You need both an API Key and OAuth Client credentials before configuring the connector.

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Generate an API Key

  1. Click the person icon in the top-right of your HelpScout account.
  2. Select Your Profile.
  3. In the left menu, click Authentication, then select the API Keys tab.
  4. Generate and copy the API key.
Note: You need “Docs: Create new, edit settings & Collections” permission to generate an API key.

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Create OAuth Client Credentials

  1. Go to your Profile > My Apps and click Create My App.
  2. Enter the Redirection URL for your region:
RegionCallback URL
JPhttps://jp-bots-idp.kore.ai/workflows/callback
DEhttps://de-bots-idp.kore.ai/workflows/callback
Productionhttps://idp.kore.com/workflows/callback
  1. Click Save. Note the generated App ID and App Secret.

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Configure the HelpScout Connector

  1. Navigate to Content > Connectors in Search AI and select HelpScout.
  2. On the Authorization tab, enter the following details:
FieldDescription
NameUnique name for the connector
API KeyAPI Key generated above
Client IDApp ID from the OAuth client app
Client SecretApp Secret from the OAuth client app
  1. Click Connect.

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Content Ingestion

The connector ingests published articles from all collections in your HelpScout account. For each article, Search AI captures:
  • Article content in text and HTML format
  • Metadata: category, collection, URL, creation date, and update date
Only published articles are ingested.

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RACL Support

Search AI controls access to HelpScout content based on the visibility of article collections.
  • Articles in a public collection have sys_racl set to *, making them visible to all users.
  • Articles in a private collection have sys_racl set to the collection ID, which acts as a permission entity.
Search AI automatically resolves permission entities for HelpScout. It identifies which users have access to each collection and associates them with the corresponding collection ID permission entity — no manual mapping required.