Help Scout provides shared inbox conversation threads, internal team notes, customer profiles, and satisfaction ratings. Pump Up hosted agents inspect Help Scout conversation history and ticket context to prepare structured investigations, draft proposed responses, and coordinate cross-functional resolutions, while keeping human owners in control of every customer-facing reply, tag, and financial concession.
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View templateCustomer support leads, customer success managers, and operations teams managing shared mailboxes in Help Scout.
A SaaS customer submits a frustrated Help Scout ticket regarding billing discrepancies during an active renewal window. The agent retrieves the ticket thread, previous support interactions, and customer metadata, then cross-checks the stated issue against billing guidelines. Rather than issuing an automated credit or sending an unverified apology, the agent compiles a churn-risk recovery brief, drafts a private internal note for the account manager, and stages an approved email reply. The customer success owner reviews the package, adjusts the service concession, and authorizes sending the response, resolving the dispute while preserving account oversight.
Pump Up agents do not send autonomous customer messages without human sign-off. The agent can draft replies or post private internal notes, but a human support owner must review and authorize any outbound email before it is delivered.
The agent connects via Help Scout Mailbox API 2.0 using OAuth 2.0 credentials to inspect conversations and post notes. When API credentials are not yet configured, operators can supply conversation exports or thread text directly to the playbook.
The connection requires read access to designated mailboxes, conversation threads, and customer profiles, with write permissions limited to creating internal notes or updating conversation tags.