Suggest Help Scout replies from your Notion help center

Trigger this workflow with a Help Scout webhook that fires when a customer starts a new conversation or sends a new reply on an existing one (the conversation created and customer reply created events). Each event carries the conversation id, which is the input for every step below. If the triggering message came from a teammate or agent rather than the customer, stop and do nothing, so we only ever draft in response to the customer.

Load the conversation with Get Conversation to read its subject, status, mailbox, the customer, and the assigned agent. Then call List Threads on the same conversation to pull the full message history in order. Use the customer's most recent message, together with the earlier context, to understand exactly what they are asking.

Search our Notion help center for articles that answer the question. Pull the key topics and phrases from the customer's message and run Search by Title in Notion for them (Search by Title looks across every page and data source shared with the connection). Keep the pages whose titles clearly match the question, and note their titles and links so you can cite them.

Compose a grounded draft reply in our brand voice. Base the answer only on the matching Notion articles, reference the specific articles you used by name, and keep the tone warm, clear, and concise the way our team writes. If none of the Notion results are actually relevant, do not guess an answer: write a short note saying that no matching help-center article was found and that the agent should answer directly.

Post the draft on the conversation with Create Note so it lands as a team-only internal note. Do not use Create Reply Thread or any reply operation, because that risks sending the message to the customer. The whole point is that the draft stays internal until a human reviews and approves it. Label the note clearly as a suggested draft and list the help articles it drew from.

Finally, notify the support team in Slack with Send a Message. Post a short summary to the support channel: the customer's name, a one-line description of what they are asking, whether a matching help article was found, and a direct link to the Help Scout conversation (https://secure.helpscout.net/conversation/ followed by the conversation id). If the conversation has an assigned agent, mention them so they see it; if it is unassigned, say so. Keep it to a few lines so the agent can click through, review the drafted note, and send the reply.