Your Help Scout documentation already contains the answers your customers need. The problem is that most customers never find them on their own. Connect Help Scout to Outlearn and your agent delivers those answers directly in the conversation - no searching, no browsing, no waiting.

You published a Help Scout article answering the most common question your team gets. It is well written, thorough, covers every scenario. Three weeks later your team is still answering that question manually in conversations - because customers are not searching the docs, they are going straight to the chat. Connect Help Scout to Outlearn and your agent finds that article, extracts the right answer, and delivers it in the conversation. The article does the work it was written to do.

In this article, you'll learn:

• What happens when you connect Help Scout 
• How to connect your Help Scout account
• How to manage the connection after it's set up

What Gets Connected

When you connect Help Scout, Outlearn syncs your articles and documentation and uses them as a source of answers for your agent. Your content stays exactly where it is - Outlearn reads it, it never modifies or moves it.

How to Connect Help Scout

1. Go to the Sources tab.
2. Click + Add Knowledge.
3. In the Add Knowledge Sources modal, click Knowledge Base in the left panel.
4. Select Help Scout.
5. Log in to your Help Scout account when prompted and authorize Outlearn to access your content.
6. Follow the on-screen steps to select which content to sync and set accessibility.

After Connecting

Once connected, Help Scout will appear in your Sources list. Outlearn will keep it in sync automatically as your content changes.

From the Sources list you can:

• Change accessibility using the dropdown next to the source.
• Toggle it on or off using the In Use toggle.
• Resync manually using the three-dot menu if you want to force an immediate update.
• Delete the connection using the three-dot menu if you no longer need it.

Best Practices

• After connecting, check the Content Gaps section in Analytics after a few days to see what questions your agent still can't answer from your Help Scout content.
• Toggle the source off temporarily if you're doing a large restructure of your content - this prevents your agent from serving outdated answers while you work.
• Trigger a manual resync after publishing a major batch of updates to make sure your agent picks them up immediately.