Log calls and SMS automatically in Help Scout

Connect my tools2 min readUpdated 2026-03-14

Log calls and SMS automatically in Help Scout

Keep a complete record of every customer interaction without switching between apps. JustCall automatically logs calls, SMS messages, and voicemails as Help Scout conversations based on rules you define.

Available on: Team plan or higher

Before you start

JustCall must already be connected to Help Scout.

Set up logging rules

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.
Open the Workflow Settings section.
For each communication type, set two options using the dropdown menus:
- Logging target: New Conversation, Last Conversation, or Disabled
- Status: Active, Pending, Closed, or Don't update
Click Save Changes. Optionally apply settings to all team members.

Communication types you can configure

Type	Description
Outgoing answered calls	Completed outbound calls
Outgoing unanswered calls	Outbound calls that went unanswered
Incoming answered calls	Inbound calls your team picked up
Missed calls	Inbound calls nobody answered
Voicemails	Messages left by callers
Incoming SMS	Text messages received from customers
Outgoing SMS	Text messages sent to customers

Recommended configurations

Scenario	Logging target	Why
Outgoing answered calls	New Conversation	Creates a distinct record for each sales or support call
Outgoing unanswered calls	New Conversation	Creates a follow-up reminder
Incoming answered calls	Last Conversation	Keeps the thread together with prior interactions
Missed calls	New Conversation	Ensures missed calls surface for prompt follow-up
Voicemails	Last Conversation	Maintains continuity with the existing customer thread
Incoming SMS	Last Conversation	Appends to the existing thread; falls back to new if none exists
Outgoing SMS	Last Conversation	Updates the customer thread with your reply