SummaryCreate a FeedFeed Settings ScreenUpdating Customer InformationAdd-On Hooks
Summary
Before the Help Scout Add-On can be used with Gravity Forms, you will first need to create a feed. A feed simply allows form submission data to be sent to another source. In this instance, automatically creating and assigning a customer conversation to your support team when a form is submitted.
Create a Feed
To create a feed to Help Scout using the Help Scout Add-On for Gravity Forms, do the following from your WordPress Admin Dashboard:
Click on Forms in the left side menu.
Select the form that you want to use with Help Scout.
Once within your desired form, hover over Settings and click on Help Scout.
Click Add New to create a new feed. You will be presented with the Help Scout feed settings screen where you can configure the behavior of the feed.
Feed Settings Screen
The following fields are available within the settings screen. Refer to the settings screenshots below.
A feed Name is required. It is only used for identification and will not be shown anywhere other than your feed listing.
Select the Help Scout Destination Mailbox that the conversation will be sent to.
Assign To User: Select a user if you would like to automatically assign a specific Help Scout user to the conversation, or choose Do Not Assign if you would like the conversation to be unassigned when created.
Under Customer Details, map each of the fields to the desired form field that will contain the customer』s information
Note: With Help Scout』s Mailbox API 2.0, used by Gravity Forms Help Scout Add-On v1.6+, the customer First Name field is now required; if a value is not passed, Help Scout will not create the conversation.
Under Message Details, you can format the conversation that will be created. Subject and Message Body will affect the content. Multiple Tags can be added, and a CC may be included. Note that the Attachments field will only show up here if you have a File Upload field on your form. Warning: The Help Scout API only accepts files up to 10MB in size, and a larger attachment will prevent the creation of the conversation. We recommend configuring your form field to ensure the max file size setting is less than this Helpscout limit.
Under Message Options, select the Message Status and Type to be used for the new conversation. For most use cases this will simply be Email. You can also add a Note and send an Auto Reply.
Conditional Logic: If unchecked, every successful form submission will be sent to Help Scout. If you wish to set specific conditions for sending form data to Help Scout, then check the 「Enable」 box and fill out your required criteria.
Click the Update Settings button to save your options.
Updating Customer Information
The Help Scout Add-On now supports updating customer information in the customer』s profile based on the email address.
Name
The first name/last name will be replaced with any new value for a customer match (submission using the same email).
Phone Number
Any phone number sent will be appended as an additional phone number for a customer match (submission using the same email).
Add-On Hooks
The Help Scout Add-On provides hooks that can be used to modify the default functionality or extend it. For more information, review the Help Scout Add-On Hooks.