Reply to SMS and auto-create contacts in Help Scout
Connect my tools2 min readUpdated 2026-03-14
Reply to SMS and auto-create contacts in Help Scout
Handle text message replies and new contact creation directly from Help Scout. These Advanced Settings let your team respond to SMS without leaving Help Scout and ensure every caller gets a contact record.
Available on: Pro plan or higher
Available settings
| Setting | What it does | Default |
|---|---|---|
| Reply to incoming text messages straight from Help Scout | Lets you respond to inbound SMS within the Help Scout interface | Off |
| Create new contact as soon as a call arrives | Automatically adds a contact record when a call comes from an unknown number | On |
Both settings can be active at the same time.
Configure these 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.
- Expand the Advanced Settings section.
- Toggle each setting on or off as needed.
- Click Save Changes. Optionally apply to all team members.
Frequently asked questions
What happens if I turn off automatic contact creation? Contacts will not be created for unknown callers. You will need to add them manually.
Will enabling SMS replies change my existing Help Scout workflows? No. This adds reply capability to SMS conversations without affecting your current processes.
Need help?
Contact support through the in-app chat or email help@justcall.io.
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