Reply To Conversation
helpscout.create_reply
ActionBusiness appsconnection required
Calls the Help Scout API with the connection's credentials.
Send a reply to the customer on a conversation, or save it as a draft; a closed conversation is reopened unless the thread is imported.
Connection
- Required
- Yes — the node will not save without one
- Auth type
- OAuth 2.0
- Providers
- Help Scout
- Secret shape
- {"client_id": "…", "client_secret": "…", "refresh_token": "…"}
- Config it needs
- mailbox_id
- Resolved by
- config.connection_id, else node.connection_id
Configuration
10 fields, 2 required. A dotted path is a nested object and name[] an array of objects — the editor renders the same tree.
| Field | Type | Required | Default | Constraints | Example |
|---|---|---|---|---|---|
conversation_id The numeric id of the conversation to act on. | string | Yes | — | — | — |
text The reply body; Help Scout accepts HTML here. | string | Yes | — | — | — |
customer_id The numeric id of the customer being replied to. | string | No | — | — | 5551234 |
customer The customer as a JSON object, when you already have it: {"id": 123}. | object | No | — | — | {"id":123} |
draft Save the reply as a draft for an agent to review instead of sending it. | boolean | No | — | — | — |
status Move the conversation to this status as the reply is added. | string | No | — | one of "active", "closed", "inbox_predefined", "open", "pending", "spam" | — |
user_id The Help Scout user id the reply is sent as; defaults to the credential's owner. | string | No | — | — | — |
cc Email addresses to copy, as a JSON array of strings. | array | No | — | array of string | — |
bcc Email addresses to blind-copy, as a JSON array of strings. | array | No | — | array of string | — |
imported Import historical data: no email is sent and the conversation is not reopened. | boolean | No | — | — | — |
- At least one of customer_id, customer must be set.
Example configuration
Every value below is the contract’s own example or default — nothing invented.
{
"customer": {
"id": 123
},
"customer_id": "5551234"
}Output
One shape.
result
| Field | Type | Example |
|---|---|---|
created True once Help Scout answered 201 Created. | boolean | — |
kind Which resource was created: conversation, thread, customer or email. | string | — |
id The new resource's id, read from the Resource-ID response header. | string | — |
location The API URL of the new resource, from the Location header. | string | — |
web_location The Help Scout web URL of the new resource, when sent. | string | — |
status The HTTP status Help Scout answered with. | number | — |
conversation_id The conversation that was acted on. | string | — |
{
"conversation_id": "",
"created": false,
"id": "",
"kind": "",
"location": "",
"status": 0,
"web_location": ""
}Notes
- A conversation holds at most 100 threads; Help Scout answers 412 Precondition Failed once that limit is reached.
See Reply To Conversation run in a workflow.
In a technical demo we add the Help Scout connection, drop the node on the canvas and let Workflow Health pre-flight it before the first real run.