Assign Conversation

The Help Scout - Assign Conversation step is used to assign a conversation to a specific user OR team.

Inputs

Connection:

Select a connection that contains the passwords or keys that are needed to access a specific Help Scout instance. Since users cannot enter secret information directly into the step, a connection must be created in advance. Generally, connections are created by Administrators or IT Staff who have access to the necessary credentials.

Conversation ID:

The 'source' step in the Journey should provide the Conversation ID in the ExternalID output. That can be used to fill in this input.

Assign To ID:

Cases can be assigned to individuals or to teams by providing the correct ID in this input. Note that while the ID is a number this input requires a string, so '1758925221' would be correct if entering a literal value. When using outputs from other steps, if the type of the output is unclear use str( 💊) to ensure that a string is provided.

To find a team ID, navigate to Manage > Teams > individual-team the URL that shows in the browser will look similar to this: https://secure.helpscout.net/teams/607050. In such a case, 607050 is the team ID.

To find a user ID navigate to Manage > Users > individual-user the URL that shows in the browser will look similar to this: https://secure.helpscout.net/users/profile/675105. In such a case, 675105 is the team ID.

Outputs

success:

If the step successfully removes the association between the contact and the deal it will return a True value, otherwise this output will be False.

message:

The "message" returned by this step is valuable mainly for troubleshooting when something goes wrong. It will contain a short message from Front about the success or failure of the attempt to archive the conversation. If trips are failing at this step users may be able to learn more about the reason for the failure by looking for the message in the trip report (found in the Analytics section of the application).