---
title: "Help Scout integration for LuumenAI"
url: "https://www.luumen.ai/integrations/help-scout/"
entity: SoftwareIntegration
category: "ITSM & ticketing"
audience: "SRE, DevOps, platform engineering, IT operations"
---

# Help Scout integration for LuumenAI

Read support conversations and customer records, then post updates with approval

## What LuumenAI can do with Help Scout

LuumenAI connects to Help Scout with OAuth 2.0 and exposes 129 tools (69 read-only · 45 write · 15 destructive). Reads answer immediately; writes are shown as a plan and require approval by default, configurable per tool by an administrator.

## Key facts

- Authentication: OAuth 2.0
- Tools available: 129 tools (69 read-only · 45 write · 15 destructive)
- Plan: available on all plans
- Category: ITSM & ticketing

## About Help Scout with LuumenAI

Connect Help Scout and your agent can read the support side of an incident without you switching windows: a specific conversation, the customer behind it, volume reports by hour and channel. When something needs to be written back — a new conversation, a customer record, a chat thread — the agent shows the change first and waits for your approval.

## Example tools

Read-only (69 in total):

- `HELP_SCOUT_DOWNLOAD_ATTACHMENT` — Download an attachment file from a Help Scout conversation.
- `HELP_SCOUT_GET_ATTACHMENT_DATA` — Retrieve attachment data for a specific attachment.
- `HELP_SCOUT_GET_BUSY_TIMES_REPORT` — Get busiest time of day report showing conversation volume by day and hour.
- `HELP_SCOUT_GET_CHAT_REPORT` — Retrieve comprehensive chat report statistics from Help Scout.
- `HELP_SCOUT_GET_COMPANY_CUSTOMERS_HELPED_REPORT` — Retrieve company customers helped report showing distinct customer count receiving support.
- `HELP_SCOUT_GET_COMPANY_DRILLDOWN_REPORT` — Retrieve company drilldown report showing underlying conversation data for company statistics.
- `HELP_SCOUT_GET_COMPANY_REPORT` — Retrieve overall company performance report from Help Scout.
- `HELP_SCOUT_GET_CONVERSATION` — Retrieve a specific conversation by ID from Help Scout.

Write and destructive (60 in total, approval required by default):

- `HELP_SCOUT_CREATE_CHAT_HANDLE` — Create a chat handle for a Help Scout customer.
- `HELP_SCOUT_CREATE_CHAT_THREAD` — Create a new chat thread on a Help Scout conversation.
- `HELP_SCOUT_CREATE_CONVERSATION` — Create a new conversation in Help Scout.
- `HELP_SCOUT_CREATE_CUSTOMER` — Create a new customer in Help Scout with contact details and profile information.
- `HELP_SCOUT_CREATE_CUSTOMER_ADDRESS` — Create an address for a Help Scout customer.
- `HELP_SCOUT_CREATE_CUSTOMER_EMAIL` — Create an email for a customer in Help Scout.
- `HELP_SCOUT_CREATE_CUSTOMER_PHONE` — Create a phone number for a Help Scout customer.
- `HELP_SCOUT_CREATE_CUSTOMER_PROPERTY` — Create a customer property definition in Help Scout.

## Frequently asked questions

### How does LuumenAI connect to Help Scout?

Authorize once with OAuth 2.0. Luumen lists the scopes each action needs before you approve the connection, and credentials never appear in the chat.

### Can LuumenAI change things in Help Scout on its own?

Read actions answer immediately. Anything that writes is shown as a plan and requires approval by default, including the 15 actions classified as destructive. Administrators configure that per tool.

### Is there an audit trail?

Every call to Help Scout — read or write, approved or declined — is recorded with the actor, the input, and the result.

Full page: https://www.luumen.ai/integrations/help-scout/