Integrate With Sunshine Conversations for Social Media and SMS

Sunshine Conversations (formerly Smooch) is a messaging platform and provides a mobile software development kit (SDK) for in-app messaging, social integrations with Facebook Messenger and Twitter Direct Messages, or SMS messages using Twilio or WhatsApp. Integrating Help Scout with Sunshine Conversations will seamlessly sync all of your communications between the two systems. When a customer reaches out from your mobile app, you can continue the conversation from Help Scout. Check out the snapshot below to see how it will look in action:

Activation instructions

1

Head over to Sunshine Conversations, and click on the Sign up to install button. This will take you to their login page where you can either log in or sign up for a new account.

2

Log in or create your Sunshine Conversations account, then click on the  Create new Sunshine Conversations app button. Name the app Help Scout.

3

On the next page, scroll down just a bit and click the Connect channels button. 

4

Click on Business Systems under the Categories sidebar, then click on the Help Scout tile. Next click the Connect button under the Help Scout logo.

5

Log into your Help Scout account if needed and then click the Authorize button.

6

You'll be taken to a confirmation page. Here you can select the mailbox where you'd like to manage your Sunshine Conversations and save any changes.

I have to buy another tool? How much is that going to cost?
Check out Sunshine Conversations pricing page for their details. You can chat with their Sales team there if you have questions! 

What about Twitter tweets or Facebook wall posts? 
Sunshine Conversations doesn't handle those. We’re not in love with the way other help desks handle social integrations, particularly for standalone tweets or Facebook wall posts. They typically bring in a lot of brand noise like blogs posts and retweets you don’t want clogging up your support queue. We'd recommend checking out Zapier — Zapier integrates with both Twitter and Facebook (and Help Scout, of course!) — you can build automations to bring in the info you want.