> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# HelpScout Connector

<Badge icon="arrow-left" color="gray">[Back to Search AI connectors list](/ai-for-service/searchai/content-sources#supported-connectors)</Badge>

Help Scout is a customer support platform that helps businesses manage customer communications through shared inboxes, knowledge bases, live chat, and reporting. The HelpScout Connector ingests Article content into Search AI, enabling efficient search across your knowledge base.

| Specification              | Details  |
| -------------------------- | -------- |
| Repository type            | Cloud    |
| Supported content          | Articles |
| RACL support               | Yes      |
| Content filtering          | No       |
| Auto permission resolution | Yes      |

## Prerequisites

Search AI uses two HelpScout APIs:

* **[Docs API](https://developer.helpscout.com/docs-api/)** — fetches article content and metadata; authenticated via API Key
* **[Inbox API](https://developer.helpscout.com/mailbox-api/)** — fetches access and user details; authenticated via OAuth 2.0

You need both an API Key and OAuth Client credentials before configuring the connector.

## Generate an API Key

1. Click the person icon in the top-right of your HelpScout account.
2. Select **Your Profile**.
3. In the left menu, click **Authentication**, then select the **API Keys** tab.
4. Generate and copy the API key.

<Note>You need "Docs: Create new, edit settings & Collections" permission to generate an API key.</Note>

## Create OAuth Client Credentials

1. Go to your Profile > **My Apps** and click **Create My App**.
2. Enter the Redirection URL for your region:

| Region     | Callback URL                                     |
| ---------- | ------------------------------------------------ |
| JP         | `https://jp-bots-idp.kore.ai/workflows/callback` |
| DE         | `https://de-bots-idp.kore.ai/workflows/callback` |
| Production | `https://idp.kore.com/workflows/callback`        |

3. Click **Save**. Note the generated **App ID** and **App Secret**.

## Configure the HelpScout Connector

1. Navigate to **Content > Connectors** in Search AI and select **HelpScout**.
2. On the **Authorization** tab, enter the following details:

| Field             | Description                          |
| ----------------- | ------------------------------------ |
| **Name**          | Unique name for the connector        |
| **API Key**       | API Key generated above              |
| **Client ID**     | App ID from the OAuth client app     |
| **Client Secret** | App Secret from the OAuth client app |

3. Click **Connect**.

## Content Ingestion

The connector ingests published articles from all collections in your HelpScout account. For each article, Search AI captures:

* Article content in text and HTML format
* Metadata: category, collection, URL, creation date, and update date

Only published articles are ingested.

## RACL Support

Search AI controls access to HelpScout content based on the visibility of article collections.

* Articles in a **public collection** have `sys_racl` set to `*`, making them visible to all users.
* Articles in a **private collection** have `sys_racl` set to the collection ID, which acts as a permission entity.

Search AI automatically resolves permission entities for HelpScout. It identifies which users have access to each collection and associates them with the corresponding collection ID permission entity — no manual mapping required.