Configure Help Scout integration settings

Connect my tools3 min readUpdated 2026-03-14

Configure Help Scout integration settings

After connecting Help Scout, fine-tune how JustCall logs calls, creates contacts, and syncs data. Settings are organized into four sections: General, Workflow, Connected Numbers, and Advanced.

Available on: Team plan or higher (some settings require Pro plan)

Open integration settings

From the Dashboard, select Integrations in the left menu.
Go to the My Active Integrations tab and find Help Scout.
Click Configure on the Help Scout card.
Adjust settings in any of the four sections below.
Click Save Changes at the bottom. Optionally check the box to apply settings to all team members.

General Settings

Setting	What it does
Create contacts for calls	Creates a new contact automatically when a call comes from an unknown number
Create contacts for SMS	Creates a new contact when an SMS arrives from an unknown number
2-way sync	Keeps contacts in sync between JustCall and Help Scout in both directions
Log voicemail transcripts	Includes voicemail transcriptions in logged conversations
Disable recording links	Prevents call recording links from appearing in logs
Enable playable recordings	Embeds playable call recordings and voicemails in conversations
Log IVR data	Tracks IVR digit inputs and messages
Unassigned conversations	Creates new conversations as unassigned by default
Call transcription link	Logs a link to the full call transcription (Team plan or higher)
Call summary	Logs the call summary with duration, outcome, and notes (Team plan or higher)
Call analysis data	Logs sentiment analysis, call scores, and topic detection (Team Plus plan or higher)

Workflow Settings

Control how each communication type is logged in Help Scout. Each setting has two dropdowns:

Logging target: New Conversation, Last Conversation, or Disabled
Status: Active, Pending, Closed, or Don't update

Setting	What it controls
Log outgoing answered calls as	How completed outbound calls appear
Log outgoing unanswered calls as	How unanswered outbound calls appear
Log incoming answered calls as	How answered inbound calls appear
Log missed calls as	How missed inbound calls appear
Log voicemails as	How voicemail messages appear
Log incoming SMS as	How inbound text messages appear
Log outgoing SMS as	How outbound text messages appear

Connected Numbers

Choose which JustCall numbers log activity to Help Scout.

Use Select All to enable logging for every number.
Check individual boxes to select specific numbers.
Control call logging and SMS logging separately per number.

Advanced Settings

Available on: Pro plan or higher

Setting	What it does	Default
Reply from Help Scout	Lets you respond to incoming SMS directly from Help Scout	Off
Auto-create contacts	Creates a new Help Scout contact whenever a call arrives from an unknown number	On