Enrich and prioritize new Help Scout tickets in Slack

When a new conversation is created in Help Scout, enrich and route it before anyone on the team touches it. Run this workflow from Help Scout's new-conversation webhook (the convo.created event) so it fires the moment a ticket lands in the shared inbox.

First, understand the request. Use Get Conversation to load the new conversation, and List Threads to read its messages so you can see what the customer is actually asking for and capture the customer's email address. Keep the existing tags from Get Conversation on hand, since you will need them later.

Next, enrich from the CRM. Look up the customer in HubSpot by that email with Search Contacts. If you find them, read their company and lifetime value, and use Search Deals to pull any open deals tied to them so you can gauge how valuable the account is. If no contact matches the email, treat the customer as not found in HubSpot.

Decide a priority of urgent, normal, or low. Treat any customer with an open deal or a high lifetime value as urgent. Otherwise, weigh the request itself and set it to normal or low.

Post a triage alert to your support Slack channel with Send a Message. Include a one-line summary of the request, the customer's plan or lifetime value and any open deal value, the suggested priority, and a direct link back to the Help Scout conversation. When the customer was not found in HubSpot, call that out clearly so the team knows to create the record.

Finally, tag the conversation to match. Apply the chosen priority as a tag on the Help Scout conversation with Update Conversation Tags. Because that operation replaces the entire tag set, re-write the conversation's existing tags together with the new priority tag so nothing already on the conversation is lost.