AI agents for Help Scout
A Monmo agent works in Help Scout like a teammate who keeps the shared mailbox open all day. It reads new conversations, drafts answers from your saved replies and Docs articles, proposes tags and owners, leaves handover notes on long threads and tells you which questions keep coming back. It uses your own Help Scout login and asks before any reply reaches a customer.
Updated 2026-11-13 · Free to start. Paid plans from $15 a month.
What agents do in Help Scout
Draft answers from saved replies and Docs
For each active conversation it reads the thread and the customer's earlier ones, picks the saved reply or Docs article that fits, and adapts it to the question actually asked. The drafts wait on one card.
AskDraft answers to the active conversations in the Support mailbox from our saved replies. Don't send anything yet.
Tag and assign the morning queue
At 8:30 it reads the unassigned conversations, proposes tags such as billing, bug or shipping, and suggests an owner for each. Bug reports can become Jira issues. Nothing changes until you approve the list.
AskEvery weekday at 8:30, tag the unassigned conversations and suggest who should own each. Show me before you change anything.
Check the order or charge before answering
When someone asks where a parcel is or why they were charged twice, it looks them up in Shopify or Stripe first, so the draft quotes the real order status or charge date instead of guessing.
AskFor every conversation about a charge, check Stripe first and put what you found at the top of the draft.
Turn repeated questions into Docs articles
It finds questions your team answered in many conversations last month with no Docs article behind them, then drafts the article from the clearest replies. Publishing it to your Docs site asks first.
AskFind the questions we answered most often in October that have no Docs article, and draft three articles.
Leave a handover note on long threads
When a conversation passes twenty messages or changes hands, it writes a private note: what the customer needs, what has been tried and what was promised. Adding the note to the conversation asks first.
AskWrite a handover note on the conversation with Dana Lee before Sam takes it over.
Read the satisfaction ratings for you
Every Friday it reads the week's ratings and the comments left with them, groups the poor ones by cause, links each to its conversation and writes the result up in Google Docs.
AskEvery Friday at 4, summarise this week's Not Good ratings by cause, with a link to each conversation.
Follow up on pending conversations
Pending conversations can sit for days. It lists the ones where the customer went quiet, drafts a short check-in for each, posts the count in Slack, and asks before sending or closing any of them.
AskList pending conversations with no customer reply in five days and draft a check-in for each.
How it connects
- 1You connect your own Help Scout user once. The agent sees the mailboxes, customers and Docs that user can open, so a mailbox the user cannot see stays out of reach.
- 2You decide which agents get Help Scout. Give it to the support agent that answers customers; other agents can hand questions to that agent instead of opening the mailbox themselves.
- 3Reading conversations, customer profiles and Docs needs no approval. Sending a reply, adding a note, changing tags, status or assignee, and publishing an article each ask first, and a morning's drafts fit on one card.
More in Customer support
Other apps of this kind that agents work in, each with its own page.
Watch it work
A sample replay with example data, sped up. Pause it, scrub through it, or take the mouse yourself. This sample shows a similar job in other tools; Help Scout is not on screen.
On screen
Gmail
Shopify
Google Sheets
Pick a job. Watch it get done.
- Order status6
- Returns3
- How-to2
- Need you3
- Why
- They follow your saved policies: order status, returns inside 30 days, care instructions.
- Where
- support@fieldwork.example · 11 customers
- What to expect
- Sends the 11 drafts. The 3 that need you are not sent.
Your team. Connected to everything.
Support log+Sample replays with fictional data, sped up. Pause one, scrub through it, or take the mouse yourself.
Questions people ask
Can an AI agent reply to Help Scout conversations?
Yes, and you approve the send. A Monmo agent reads each conversation, writes the reply from your saved replies, Docs and policies, and lists the drafts on one card for you to edit, allow or decline. It sends what you approved through the Help Scout connection, or in its own browser when the connection does not cover something.
Does it use our saved replies or write its own answers?
Both, in the order you choose. Tell it to start from saved replies and it adapts the closest one to the customer's actual question while keeping your wording. Where no saved reply fits, it writes a fresh answer and can propose it as a new saved reply for the team.
Can the agent work across several Help Scout mailboxes?
Yes, as long as the Help Scout user you connected can open them. You can give it different instructions per mailbox, such as a formal tone for billing and short answers for general support, and a routine that checks each mailbox at its own time of day.
What happens with angry customers or refund requests?
They come to you. You set the lines the AI agent should not cross, such as refunds, complaints or legal threats, and it stops at those conversations and brings each to you with a summary and a suggested reply. Any refund in Stripe or Shopify waits for your approval.