Help Scout

If your team answers support email in Help Scout, Yamidoo can write the first draft. When a customer emails you, or replies to a thread, Yamidoo reads the message, drafts an answer from your site content the way the widget would, and saves it as a draft reply in that conversation. Your agent opens the ticket, finds the reply already written, and sends it as is, edits it, or throws it away. A private note lists the pages the draft was answered from.

When you trust it, turn on auto-send: replies that are grounded in your content and above a confidence bar go out on their own. Everything else is still left as a draft.

Available on the Plus and Pro plans. Each drafted reply counts as one conversation, the same as a chat.

Setup

1. In Help Scout click your avatar, open Your profile → My Apps and click Create My App. Name it Yamidoo and use https://app.yamidoo.ai as the redirection URL. Help Scout shows an App ID and an App Secret.

2. In the Yamidoo dashboard open your project → Integrations → Help Scout, paste both values and click Connect Help Scout. Yamidoo checks the credentials, reads your mailboxes and registers a webhook in your account. You don’t set anything up in Help Scout yourself.

3. Switch on the inboxes Yamidoo should draft for and click Save. New conversations and customer replies in those inboxes get a draft from now on. Conversations in other inboxes are ignored.

Help Scout plan

Webhooks are part of Help Scout’s Standard plan and higher. On the Free plan the connection succeeds but the webhook can’t be registered, and Yamidoo tells you so.

What the agent sees

When a customer’s email arrives, the conversation shows:

• A draft reply in the reply editor, written in the first person as your team, with light formatting (bold, lists, links). It’s a draft: nothing is sent until someone clicks Send.
• A private note from Yamidoo with the confidence score and the pages the answer came from. When the site has nothing on the topic, the note says so and the draft is marked “check before sending”.

The draft follows the same rules as the widget: it answers from your content, quotes prices and figures exactly, and says when it doesn’t have the answer rather than guessing. Custom instructions under Settings → Behavior apply here too. With a store connected under Integrations → Customer data and the AI switch on, the draft can use the customer’s orders, licenses and subscriptions, matched by their email address.

Only the customer’s own words are sent for drafting. Quoted earlier emails and signatures are stripped; the earlier turns of the thread are passed as history so follow-ups make sense.

Customer data in drafts

With a store connected under Integrations → Customer data (WooCommerce, Easy Digital Downloads or Freemius) and Let the AI answer account questions switched on, the draft looks up the sender’s record by the email address they wrote from and answers from it. “Why is my key expired?” gets the actual answer: the subscription that lapsed, the payment that was refunded, the license that is on too many sites. Statuses, dates and amounts are quoted from the record. The note on the conversation says when a record was used.

Two safeguards apply. License keys are never shown to the AI in full, only their last four characters, so a draft can say a key is expired but not quote it. And when a conversation has CC or BCC recipients, or the latest message came from a different address than the conversation’s customer, the draft is written without the record and the note says so: a spoofed sender could otherwise have a reply with account details copied to them.

Showing the record in the inbox and letting drafts read it are separate switches, so you can keep the panel for your team and leave drafts without it. The Help Scout tab shows which state you are in.

Who the draft is from

By default the draft and its note are posted as the Help Scout user who created the app. Under Reply as you can pick any user in your account instead, so replies go out under your support person’s name. That user needs access to the inboxes you switched on. If someone is missing from the list, click Refresh next to the inboxes.

Writing style

Under Integrations → Help Scout you can set how each draft opens and closes, the same options Help Scout’s own AI Drafts offer:

• Greeting: Auto writes “Hi Jane,” when Help Scout knows the customer’s first name and “Hi there,” otherwise. Or pick “Hi {name},”, “Hello {name},”, no greeting, or type your own; {name} is replaced with the first name.
• Closing: Auto is “Best regards,”. Or “Best,”, “Thanks,”, no closing, or your own.
• Signature: the line under the closing. By default it is “The Project team” with your project name. Choose No signature if Help Scout adds your personal signature when you send, or type your own.

Auto-send

Under Integrations → Help Scout switch on Send automatically when confident and pick a confidence bar. A reply is sent on its own only when all of these hold:

• Relevant content was found on your site (the draft is grounded).
• The match score is at or above the bar you picked. Balanced (70%) is a good start; raise it if a reply ever goes out that shouldn’t have.
• The conversation is waiting on your team, meaning the last message is from the customer.

Sent replies are tagged yamidoo-replied in Help Scout, so you can filter, report on, or set up a workflow around them. Anything that doesn’t clear the bar is left as a draft, exactly as in draft mode.

Start with drafts

Run in draft mode for a week or two and read what Yamidoo writes. When you find yourself sending drafts unchanged, turn on auto-send with a strict bar and relax it from there.

What is ignored

• Mail that needs no reply: bounce notices, no-reply senders, auto-replies and out-of-office messages, newsletters, system notifications, receipts and spam. Obvious ones are caught from the sender and subject; the rest the model decides. Either way you get a short note saying it was skipped and why, and nothing counts against your plan.
• Replies and notes from your team. Yamidoo only reacts to customer messages.
• Conversations in inboxes you haven’t switched on.
• A message Yamidoo has already drafted for. Help Scout sometimes delivers an event twice; you get one draft.
• Everything while the integration is paused with the Enabled switch.

Pausing and disconnecting

Enabled pauses drafting without removing anything; switch it back on any time. Disconnect removes the webhook from your Help Scout account and deletes the stored credentials. Drafts and notes already in Help Scout stay where they are. Revoking the app in Help Scout has the same effect on their side; disconnect in Yamidoo afterwards to clear the stored credentials.

Limits

• Up to 30 drafts per minute per connection. Beyond that, events are dropped, not queued.
• Each drafted reply counts as one conversation against your plan. When the plan’s monthly limit is reached, drafting pauses until the next period and the Help Scout tab shows why.
• A draft takes a few seconds to appear after the email arrives.

Prefer to wire Help Scout up yourself, or use another inbox tool? The draft reply API gives you the same drafts from your own code.