# Enrich and prioritize new Help Scout tickets in Slack

> The moment a new Help Scout conversation arrives, we check the customer in your CRM, flag high-value accounts, and post a priority alert to Slack before anyone touches it.

- Workflow type: agent
- Services: Help Scout, HubSpot, Slack Bot
- Categories: Customer Support, Sales
- Published: 2026-07-17

## What it does

- Watches for new Help Scout conversations and reads the customer's request the moment it arrives.
- Looks up the customer in HubSpot to find their company, lifetime value, and any open deals.
- Posts a Slack alert with a one-line summary, the account's value, a suggested priority, and a link to the conversation.
- Tags the conversation urgent, normal, or low so your inbox is sorted before anyone opens it, and flags customers who aren't in your CRM yet.

## What you'll need

- A Help Scout account with the shared inbox you want to monitor.
- A HubSpot login so we can match customers and check their deals.
- A Slack workspace and the channel where your team wants triage alerts.

## Prompt

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.

## How to customize

- Choose which Slack channel receives the triage alerts.
- Adjust what counts as urgent, such as the lifetime value threshold or whether any open deal makes a ticket urgent.
- Change the tag names or the wording of the alert to match how your team already works.

## FAQ

### What happens if the customer isn't in HubSpot?

The Slack alert calls it out clearly so your team knows this is a new customer and can create the record.

### Will this overwrite the tags already on a conversation?

No. We read the conversation's existing tags first and add the priority tag alongside them, so nothing you already tagged is lost.

### How does it decide what's urgent?

Customers with an open deal or a high lifetime value are treated as urgent. Everything else is marked normal or low based on the request.

### How fast does the alert arrive?

It runs the instant a new conversation is created in Help Scout, so the alert lands before anyone has to open the inbox.

### Does this work with HubSpot's free plan?

Yes. As long as we can look up contacts and deals, it works on any HubSpot plan, including Free.

Use this prompt in General Input: https://www.generalinput.com/prompts/enrich-and-prioritize-new-help-scout-tickets-in-slack