TriggerHelp ScoutReal-timeUpdated June 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.

Use this trigger All 5 Help Scout triggers

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 curious

You 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.

Add Labels to Message

Gmail · Email

Add Reaction

Slack · Communication

Add Sheet Tab

Google Sheets · Spreadsheets & Databases

Create Company

HubSpot · CRM & Sales

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.