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When a customer asks about an order, your support team needs more than a message in an inbox. They need to understand which purchase the customer is referring to and have a straightforward way to follow up.
Help Scout Integration for WooCommerce connects your WooCommerce store with a Help Scout mailbox. Customers can start and follow support conversations from your store, while your team handles those requests in Help Scout with relevant WooCommerce information close at hand.
Shipping questions, missing items, returns, and special requests all have one thing in common: the order matters. Instead of making customers search for a general contact page, give them a natural way to ask for help where they already review their purchases.
The extension adds a Get Help option to the customer order experience. From the relevant order, a customer can enter a subject and message to open a Help Scout conversation associated with that purchase.
This is especially useful for post-purchase questions, when customers may not know which email address to contact or what information to include in their first message.
Your team can also initiate a Help Scout conversation while reviewing an order in WooCommerce. Use the order’s support form to send a message about an address question, a special request, or an issue that needs clarification. Once created, the conversation can be opened in Help Scout for continued handling.
Your agents already manage conversations in Help Scout. The integration helps connect that workspace with your store so they can reference customer information while answering questions.
When the Help Scout sidebar integration is configured, WooCommerce information can appear beside the relevant conversation. This gives agents a more useful starting point for investigating an order-related request, with less switching between the help desk and store admin.
Keep conversations in Help Scout, where your team can use the mailbox and collaboration tools available with your Help Scout plan.
Support does not always end with the first reply. A customer might need to provide another detail, check what your team said, or follow up on a return.
Help Scout Integration for WooCommerce gives customers access to their support conversations from the My Account area of your store. They can review the conversation and send a reply without having to find the original support email.
Not every question relates to an existing order. The extension includes a reusable conversation form shortcode that you can place on a suitable WordPress page or support area:
[wc_help_scout_form]
The form can be used by logged-in customers and guests, so visitors can contact your support team even when they are not viewing a WooCommerce order.
If a customer leaves a question or complaint in a WordPress blog comment, your team can turn that comment into a Help Scout conversation instead of trying to resolve everything in a public discussion. The commenter must have supplied an email address for this feature to work.
Configure the connection and conversation options to suit how your team handles incoming requests.
You need an active Help Scout account and subscription, purchased separately from this extension, along with WooCommerce on your WordPress site.
Connect the extension to your Help Scout mailbox using the required app credentials and authorization process. The Help Scout sidebar connection also needs its own configuration to show WooCommerce information inside Help Scout.
builds WooCommerce extensions around practical store workflows. Help Scout Integration for WooCommerce brings order-related support and customer follow-up closer to the tools your team already uses, with updates and customer support available through your WooCommerce Marketplace subscription.
Ready to connect your store and support inbox? Review the Help Scout Integration for WooCommerce documentation for installation, connection, and configuration guidance.
Yes. You'll need an active Help Scout account and subscription, purchased separately from the WooCommerce extension.
This usually indicates a problem with the connection between WooCommerce and Help Scout.
Under WooCommerce → Settings → Integration → Help Scout, verify that your App Key, App Secret, Mailbox ID, and OAuth redirect URL are correct.
Make sure you created your application under Your Profile → My Apps in Help Scout, rather than creating a custom sidebar app. These serve different purposes.
Save your settings and select Allow Access to complete or renew authorization. If the button itself is missing, also check whether the Hide Help Button setting is enabled.
The sidebar needs to match the Help Scout contact with the corresponding WooCommerce customer or order information.
If information is missing, check that:
The extension supports both registered customers and guest-order lookups, but information may not appear if no matching WooCommerce record can be found.
For the custom sidebar, use the setup instructions in the Help Scout documentation.
Yes. The extension includes support for WooCommerce High-Performance Order Storage (HPOS), including customer lookups for guest orders.
For registered customers, information can be matched using their WooCommerce account. For guest orders, the integration uses the order's billing email address to locate relevant purchase information.
If a guest customer's order doesn't appear in Help Scout, confirm that the email addresses match and that your sidebar integration is configured correctly.
This error has historically occurred when a Help Scout integration attempts to use an outdated or incorrectly configured WooCommerce API endpoint.
The extension supports modern WooCommerce REST API handling, with Standard and Custom (v2) API handler options.
Use Standard for most stores. The Custom (v2) option should generally be used only when directed by OPMC Support.
If you experience this error, verify the sidebar app's callback URL, authentication configuration, and API handler settings. You should not need to re-enable WooCommerce's retired Legacy REST API solely to use the current OPMC custom sidebar integration.
Customers can view and reply to their Help Scout conversations through My Account → Support Conversations, provided they're logged in and the conversations are associated with their account.
For customer privacy, the extension restricts access so customers can only view and reply to conversations they own.
If conversations are missing, confirm that the customer is signed in with the correct account and that their WooCommerce and Help Scout customer records are correctly associated.
Also verify that the Hide Support Conversations From Sidebar option is not enabled.
Yes. You can add a Help Scout conversation form to a suitable page using this shortcode:
[wc_help_scout_form]
The form supports logged-in customers and guest visitors, allowing shoppers to request assistance even if they don't have an account.
Customers can provide their name, email address, subject, and message. The extension also supports file attachments, including JPG, JPEG, PNG, and PDF files.
Logged-in customers can additionally use their My Account area to view and respond to their existing conversations.
First, ensure you're using the latest version of Help Scout Integration for WooCommerce and compatible versions of WordPress, WooCommerce, and PHP.
If you encounter a warning or unexpected behavior:
The extension is actively maintained to address compatibility, security, and integration issues as the WooCommerce platform evolves.
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