HelpScout Connector

Help Scout is a customer support platform designed for businesses to manage customer communications efficiently. It offers features such as shared inboxes, knowledge bases, live chat, and robust reporting, making it a key tool for teams aiming to deliver seamless support experiences.

Search AI enables easy integration with Helpscout and ingests Article-related content, facilitating easy and efficient search.

HelpScout Connector Specifications

Type of Repository	Cloud
Content Supported	Articles
RACL Support	Yes
Automatic Permission Entities Resolution	Yes
Content Filtering	No

Prerequisites

Search AI interacts with the HelpScout application using its APIs. To fetch the articles content and metadata, Search AI uses the Docs APis exposed by the HelpScout. And to fetch the access-related information and find user details, it uses the Inbox APIs.

To access the Docs APIs, Search AI uses an API key. To access the Inbox APIs, it uses OAuth 2.0 authentication. To enable communication with both APIs, you need the following:

• API Key
• OAuth Client credentials.

Generate an API Key

To generate, view, or regenerate your API key:

1. Click the person icon next to the search bar in the top-right of your account.
2. Select Your Profile.
3. In the menu on the left, click the Authentication link and then select the API Keys tab.

Note: You need “Docs: Create new, edit settings & Collections" permission to generate an API Key.

Create OAuth Client Credentials

To create a new client app:

• Go to your Profile > My Apps and click Create My App.
• Provide one of the following as the Redirection URL, depending on your region or deployment.
  • JP Region Callback URL: https://jp-bots-idp.kore.ai/workflows/callback
  • DE Region Callback URL: https://de-bots-idp.kore.ai/workflows/callback
  • Prod Callback URL: https://idp.kore.com/workflows/callback
• Click Save. It will generate an App ID and App Secret. These are required during the configuration of the HelpScout connector in Search AI.

HelpScout Connector Configuration in Search AI

Go to the Connectors home page in Search AI. Select HelpScout Connector. Provide the following details in the Authorization tab and click Connect to set up the connection.

• Name: Unique name for the connector.
• API Key: API Key generated above.
• Client ID and Client Secret: OAuth Client App credentials generated above.

Content Ingestion

Search AI connector ingests the HelpScout articles from across different collections.

For each article, it ingests the content in text as well as HTML format. Additional information about an article, such as the category, collection, URL, creation, and update dates, are also captured in separate fields.

Note that the connector only ingests published articles from the HelpScout application.

RACL Support

SearchAI supports access control for content ingested from HelpScout based on the visibility of article collections.

In HelpScout, each article belongs to a collection, which can be categorized as either public or private.

When this content is ingested into SearchAI, the collection ID (*) is stored in the sys_racl field of the chunks related to the ingested content.

• For articles in a public collection, sys_racl is set to *, making the content visible to all users.

• For articles in a private collection, sys_racl is set to the collection ID. This collection ID acts as a permission entity.

SearchAI supports automatic resolution of permission entities for HelpScout articles. It automatically identifies users who have access to the given collection. These users are automatically associated with the corresponding collection ID permission entity in SearchAI.

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