Before You Begin
We assume that all customer interactions are handled via Helpscout. If that is not the case, please talk to the Stella Connect team before starting the integration process.
Connect requests can only be sent if:
The team member has an approved Stella Connect profile.
An email address is associated with the customer’s record.
A member of your team is assigned to the case when it is Solved.
Step 1: Add Webhook
In Help Scout, go to Manage > Apps > Webhooks (found near the bottom of the page) > Add Webhook.
Under Secret Key enter: Stella Connect
Add the Callback URL: https://api.stellaconnect.net/v1/webhooks/helpscout?api_key=[INSERT YOUR API KEY HERE] *This will be your Stella Test API Key, which will be switched out to your Production API Key when ready to go live!
Under Payload, select “Version 2”
Ensure the Webhook Enabled button is toggled on
Under Events, select “Conversation Status Updated”
Save the webhook
Step 2: Create a Custom App
Next, in your Help Scout account go to Profile > Your Profile > My Apps > Create My App tab
You’ll notice your App ID & App Secret Credentials will automatically populate
For the App Name enter: Stella Connect
Under Redirection URL enter: https://www.stellaconnect.net
Provide App ID, App Secret, & email domain to Stella Team
Step 3: Create a Do Not Send Tag
This will be manually added to individual conservations within Help Scout if you do not want to send a Stella Connect survey
Add: stellaconnect-do-not-send (this must be exact) by clicking into a conversation > selecting tag from the menu up top
Step 4: Moving to Production
Navigate to Manage > Apps > Webhooks and select your existing Stella webhook.
Under the Callback URL replace your Test API Key, which will start after the = sign with your Production API Key (found in your Stella account under Settings>Integrations) https://api.stellaconnect.net/v1/webhooks/helpscout?api_key=[INSERT YOUR API KEY HERE]
Select Save Webhook
In Stella Connect (https://domain.stellaconnect.net/admin/company/api) switch Integrated Channels to “On”. This will remove the manual send box from the stream.