TriggerHelp ScoutReal-timeUpdated May 2026
When does Help Scout fire on customer replies?
Short answer: Drop the "Help Scout → Help Scout Customer Replied" trigger on your workflow canvas, add filters if you want them, and publish. It fires within seconds of the event in Help Scout, not on a polling schedule.
Anatomy
What this trigger looks like in a workflow.
Drop it on the canvas. Configure a couple of fields. Publish.
In the builder
Trigger
Help Scout Customer Replied
When the matching event happens
new customer repliedon customer repliedwatch for customer repliedwhen customer repliedwhen a customer replies to a conversation
What this trigger returns
for the curiousYou don’t need to read this. Tiny Command auto-maps every field into the visual picker so downstream nodes can pull values by clicking. We show it here for power users who want to know what’s on the wire.
{"id": 12345,"event": "convo.customer.reply.created","subject": "Support request","customer": "user@example.com"}
Output shape
Fields available to downstream nodes.
Every field below can be referenced by name in any action or filter that comes after this trigger.
| Field | Type | Example |
|---|---|---|
| id | number | 12345 |
| event | string | "convo.customer.reply.created" |
| subject | string | "Support request" |
| customer | string | "user@example.com" |
Pairs with
Drop these actions after Help Scout Customer Replied.
FAQ
Questions about Help Scout Customer Replied.
How does the Help Scout Customer Replied trigger work in Help Scout?
Fires when a customer replies on an open conversation. The hook for re-opening "pending" conversations and for "high-priority customer replied → notify the assignee immediately" workflows.
Is the Help Scout Customer Replied trigger real-time?
Yes. Help Scout Customer Replied uses webhooks or push subscriptions, not polling. Your workflow fires within seconds of the event happening in Help Scout.
What data does Help Scout Customer Replied return?
The full event payload from Help Scout. The output shape table on this page lists every field, its type, and an example value so you can map fields into downstream nodes.
Can I filter Help Scout Customer Replied so only some events start a workflow?
Yes. Add a Filter node right after the trigger and match on any field, whether that's subject, sender, status, or anything else in the payload. Workflows only continue when the filter passes.
Do I need Help Scout admin permissions to use Help Scout Customer Replied?
For most Help Scout accounts a standard user can authorize the trigger. Some Help Scout plans require an admin to enable third-party webhooks. Check Help Scout's docs if the trigger fails to register.
More triggers
Other Help Scout triggers.
Trigger
Help Scout Conversation Assigned
Fires when a conversation is assigned (or reassigned) to a user. Useful for "new assignment → ping the user in Slack with context" workflows.
TriggerHelp Scout Conversation Created
Fires when a new conversation lands in a mailbox. Payload includes customer, subject, message body, channel (email, chat, social). The base hook for "new inbound → route to right team" workflows.
TriggerHelp Scout Conversation Moved
Fires when a conversation moves between mailboxes (e.g., Support → Billing). Useful for cross-team handoff workflows that need to notify the new owning team.
TriggerHelp Scout Status Changed
Fires when a conversation transitions state (active, pending, closed, spam). For "conversation closed → request CSAT survey" or "marked spam → train AI classifier" workflows.
Build a workflow on this trigger.
One trigger. 4+ downstream actions. Zero glue.
