Bring Calls and SMS Into Help Scout With Aircall

Customer conversations rarely happen in a straight line.

A customer might start with an email, follow up with a phone call, then send a text when they need a faster response. For support teams, that often means switching tools, reconstructing context, and trying to understand what’s already been said before responding.

When conversations move across channels but context doesn’t move with them, your support breaks down. Customers repeat themselves. Teammates miss details. And even well-run teams struggle to deliver a seamless experience.

One continuous conversation, across every channel

Today, we’re introducing an updated integration with Aircall that brings phone calls and SMS directly into the Help Scout workflow, so conversations stay connected no matter how customers reach out.

The Aircall integration connects these channels directly to Help Scout conversations, preserving context as customers move between email, phone, and SMS.

Calls and text messages appear alongside emails, giving teams a complete view of the conversation as it unfolds. Anyone jumping in can see what’s already happened, understand the full history, and respond without asking customers to start over. Teams can also initiate calls directly in Help Scout, saving time and avoiding the fatigue that comes from switching between systems.

Now when conversations change channels, the conversation itself stays intact.

Available now

The Aircall integration is available now, giving Help Scout teams a new way to support customers across the channels they love, without breaking conversation context. Our Pro plan customers also receive preferred pricing on Aircall licenses.

To learn more about the integration, connect with our team to walk through how it works.