Capsule is a web-based CRM that helps you track the people and companies you do business with. It's a great tool for tracking conversations (like the ones in Help Scout and elsewhere) and opportunities in the pipeline.

By installing the app, customer profile data from Capsule will auto-sync with the customer's profile in Help Scout. This way you always have the latest customer contact information. If the customer doesn't exist in Capsule, you can add them with a single click. If they do exist, Help Scout pulls in a profile link, and tags any active opportunities for the customer.

Below is an example of how it might look in Help Scout: 

Activation instructions


Log in to your Capsule account and take note of your Capsule site address. Your site address is the text screen before in your browser address bar. In the example below, our shop address is jgclothing.


Head over to Help Scout and navigate to Manage > Apps > Capsule. Click Install App, then add in your Capsule site address and click Connect to Capsule.


Confirm your Capsule account by clicking Continue and then click the Allow.


Customize your setting back in Help Scout. Check Sync Profile to set Capsule as the single source of truth for customer data, enabling the automatic sync of details from the customer's Capsule profile to their Help Scout profile.

Click Show Custom Fields if you like, and choose the Inboxes where you'd like the Capsule sidebar to appear. Click Save.

You can also add multiple accounts if you have several other Capsule accounts you'd like to integrate into Help Scout. Click New Account to link the new site, and follow steps #1-4. Once you've saved your settings, you'll be able to label each shop to easily distinguish them within Help Scout.
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