Integrate Aircall with Help Scout

Aircall is the AI-powered customer communications platform trusted by 23,000+ companies to resolve, route, and log customer conversations across voice, SMS, and WhatsApp. Aircall is sold as a native add-on directly inside Help Scout's own Pro plan deals — and the fastest-growing part of that partnership is what happens the moment a customer calls. Aircall's AI Voice Agent connects directly to your Help Scout Help Center, so it answers intake and knowledge-based questions in your own words, not a generic script. Every call, SMS, MMS, and WhatsApp conversation logs straight into the matching ticket, with an automatic AI summary, action items, key topics, and sentiment attached, so reps open a ticket already knowing what happened and how the customer felt. Insight cards surface customer context on every inbound call, contacts stay synced both ways, and reps click-to-dial straight from the ticket. SOC 2 Type II certified, GDPR-aligned, and backed by a 99.95% uptime SLA, Aircall is the infrastructure behind a partnership Help Scout is targeting to attach to 30% of all new Pro plan deals. Talk to your Help Scout account team about adding Aircall, or book a demo to see it live.

Integration features:

• AI Voice Agent trained on your Help Center — Common questions get answered before a rep ever opens the ticket

• Calls, SMS, MMS, and WhatsApp logged to every ticket — The full conversation lives in one place, not four

• Automatic AI summaries, action items, and sentiment — Reps open a ticket already knowing where things stand

• Insight cards with customer context on inbound calls — Reps answer prepared

• Two-way contact sync and click-to-dial — Reps never leave the ticket to make a call

Aircall features:

AI Agents (Inbound Voice, Outbound Voice, Messaging)

Answers every inbound call end-to-end, runs outbound outreach the moment a lead or payment date hits, and responds to SMS/WhatsApp automatically. Included in every Aircall plan from day one, with free voice minutes to start.

AI Assist / AI Assist Pro

Real-time call coaching, automated call summaries, sentiment, key topics, and QA scoring across 25+ languages. Included at no extra cost on the Professional plan; available as a $9/user/month add-on on other plans.

Analytics+

Advanced call reporting on top of standard Analytics: heatmaps, drilldowns, unique-caller and callback analytics, and Monitoring+. Paid add-on tier on top of Professional.

WhatsApp & Advanced Messaging

Two-way SMS, MMS, and WhatsApp conversations running alongside voice in the same Aircall number.

No more manual logging:

• Log calls as conversation threads automatically

• Skip the data entry with summaries, topics, and action items all logged for you

• Access recordings and voicemails with a click

SMS + WhatsApp:

• Log SMS and WhatsApp in supported regions

• Include attachments so you have all the details

• Add messaging conversations as new threads to cut down clutter

And all the essentials:

• Sync contacts on a new call

• Click to dial

• Secure install — you choose which numbers to connect

• Use tags to create queues, reports, and automations