Help Scout

Customers should not have to leave your app to read an article and piece together an answer. The Brainfish + Help Scout integration brings your Help Scout Docs content into Brainfish’s in-product AI so users get clear, contextual help at the moment they need it. Brainfish auto-syncs your knowledge base, delivers accurate answers with helpful citations, and surfaces analytics that show what to improve next. Together, Brainfish and Help Scout turn static documentation into AI customer service that learns, adapts, and reduces tickets.

Why should I connect Brainfish with Help Scout?

Connecting Brainfish with Help Scout keeps Docs content synced automatically and delivers instant, AI answers inside your product.

• Provide in-product help with AI support agents that use your Help Scout Docs as the single source of truth.
• Keep knowledge current with auto-updating documentation that syncs when you edit or publish in Help Scout.
• Deflect repetitive questions so your Support and CX team can focus on complex issues.
• Give users a seamless experience in-app and on the web, improving outcomes for your users.
• See what customers ask, where content falls short, and what to improve with Customer Analytics.

How does AI customer service work with Brainfish and Help Scout?

Brainfish syncs your Help Scout Docs, answers questions in context, and learns from every interaction. Setup is quick and managed through our Content Sync integrations.

1. In Brainfish, open Integrations and choose Help Scout.
2. Authenticate with a Help Scout API key or OAuth and grant read access to Docs and Articles.
3. Map content fields by selecting collections, categories, locales, and which article properties to sync.
4. Set your sync cadence and enable auto-updates with on-demand reindex if needed.
5. Activate the AI agent and review analytics to refine content and escalation rules.

Help Scout remains your authoring hub while Brainfish delivers AI customer service across your product and site.

What can I do with the Brainfish + Help Scout integration?

Use Help Scout as your source of truth while Brainfish handles real-time assistance.

• Answer questions in-product using your Help Scout Docs content with clear citations and step-by-step guidance.
• Auto-sync new and updated articles so guidance is always fresh and aligned with releases.
• Offer multilingual support by syncing locales and letting Brainfish respond in the user’s language.
• Escalate seamlessly to your Help Scout inbox or Beacon when human help is needed, preserving context.
• Identify content gaps and prioritize updates using intent trends and resolution insights in Customer Analytics.

Learn more about Help Scout’s products in the Help Scout Docs overview and browse the Help Scout API documentation. If you use their widget, see the Help Scout Beacon product page.

What are the benefits for each team?

CX leaders: Reduce effort and raise CSAT.

• Make answers ambient in your product with in-product AI agents.
• See end-to-end impact with role-ready dashboards in Customer Analytics.

Support teams: Cut repetitive tickets and speed resolution.

• Deflect how-to questions while keeping Help Scout as your triage and escalation hub for complex issues.
• Use workflows for support and CX to tune intents and handoffs.

Product teams: Improve onboarding and features faster.

• Spot broken flows and unclear steps using topic trends, drop-offs, and product-focused analytics.
• Ship with confidence knowing auto-updating docs keep guidance aligned with releases.

Customer success: Spend time on outcomes, not FAQs.

• Give accounts fast, accurate answers without waiting on a specialist.
• Share contextual guidance links that adapt to plan, role, or lifecycle.

How is this different from using Help Scout alone?

Help Scout alone is powerful for knowledge authoring and ticketing, but it remains a separate destination.

• Help Scout alone: Users leave your product to search the knowledge base and interpret articles.
• Help Scout alone: Updates can be missed by users if they do not revisit articles frequently.
• Help Scout alone: Limited visibility into which parts of an article resolved the issue.

With Brainfish, Help Scout content becomes adaptive and proactive where users work.

• Brainfish + Help Scout: Answers appear in the flow with AI support agents and clear citations.
• Brainfish + Help Scout: Knowledge stays current through automatic syncing.
• Brainfish + Help Scout: Analytics show what solved the problem and what to fix, aligned with our view in The Chatbot Graveyard.

When is the Brainfish + Help Scout setup most valuable?

This setup shines when you need scalable, always-current support.

• High ticket volume from recurring how-to questions.
• Lean teams that must scale without adding headcount.
• Complex SaaS with multi-step onboarding and edge cases.
• Docs change frequently across releases and locales.

See how we think about this approach on Why Brainfish.

How do I set up the Brainfish + Help Scout integration?

Setup is fast and secure with scoped permissions.

1. In Brainfish, open Integrations and choose Help Scout.
2. Authenticate with a Help Scout API key or OAuth and grant read access to Docs and Articles.
3. Map content fields by selecting collections, categories, locales, and which article properties to sync.
4. Set your sync cadence and enable auto-updates with on-demand reindex if needed.
5. Activate the AI agent and review analytics to refine content and escalation rules.

Once enabled, auto-sync begins and your AI agent can answer from Help Scout content immediately. Explore more in the Integrations Hub.

What results should I expect?

Teams typically see faster answers, higher self-service, and fewer tickets as AI customer service becomes the default path.

• Self-service rate: Resolved by AI divided by total help interactions. Customers like Smokeball achieved a 92 percent self-service success rate.
• Ticket deflection: Repetitive contacts prevented divided by historical volume, often 30 to 50 percent after rollout.
• Time to first answer: Median time from question to first meaningful response, commonly under 2 seconds with AI support agents.
• Article freshness: Percentage of active answers backed by content updated in the last 30 days using auto-updating docs.
• Coverage of top queries: Top 100 intents with at least one high-confidence answer, tracked in Customer Analytics.

See more outcomes on the Customers hub.

FAQ

Does Brainfish replace Help Scout?
No. Help Scout remains your knowledge base and inbox. Brainfish delivers ambient, contextual answers powered by that content with AI support agents.

How often does Brainfish sync with Help Scout?
Brainfish performs scheduled automatic syncs and lets you trigger a manual reindex at any time through auto-updating docs.

Is my API token secure?
Yes. We use encryption in transit and at rest, scoped tokens with least privilege, and allow rotation via the Brainfish dashboard. You can review Help Scout’s auth options in the official API documentation.

Does it work with multiple languages?
Yes. You can sync Help Scout locales and Brainfish will answer in the user’s language when content is available.

Keep exploring

• Browse all integrations in the Integrations Hub.
• See the Content Sync integrations category.
• Discover AI support agents for in-product help.
• Learn about auto-updating documentation.
• Analyze impact with Customer Analytics.
• Understand our approach in Why Brainfish.
• See outcomes on the Customers page.
• Ready to see it live? Get a demo.