Suggest Help Scout replies from your Notion help center
When a customer writes in on Help Scout, we draft a suggested reply from your Notion help center and post it as an internal note for your agent to review.
Help Scout
Notion
Slack BotCustomer SupportEmail AutomationNotifications & AlertsTrigger this workflow with a Help Scout webhook that fires when a customer starts a new conversation or sends a new reply on an existing one (the conversation created and customer reply created events). Each event carries the conversation id, which is the input for every step below. If the triggering message came from a teammate or agent rather than the customer, stop and do nothing, so we only ever draft in response to the customer.
Load the conversation with Get Conversation to read its subject, status, mailbox, the customer, and the assigned agent. Then call List Threads on the same conversation to pull the full message history in order. Use the customer's most recent message, together with the earlier context, to understand exactly what they are asking.
Search our Notion help center for articles that answer the question. Pull the key topics and phrases from the customer's message and run Search by Title in Notion for them (Search by Title looks across every page and data source shared with the connection). Keep the pages whose titles clearly match the question, and note their titles and links so you can cite them.
Compose a grounded draft reply in our brand voice. Base the answer only on the matching Notion articles, reference the specific articles you used by name, and keep the tone warm, clear, and concise the way our team writes. If none of the Notion results are actually relevant, do not guess an answer: write a short note saying that no matching help-center article was found and that the agent should answer directly.
Post the draft on the conversation with Create Note so it lands as a team-only internal note. Do not use Create Reply Thread or any reply operation, because that risks sending the message to the customer. The whole point is that the draft stays internal until a human reviews and approves it. Label the note clearly as a suggested draft and list the help articles it drew from.
Finally, notify the support team in Slack with Send a Message. Post a short summary to the support channel: the customer's name, a one-line description of what they are asking, whether a matching help article was found, and a direct link to the Help Scout conversation (https://secure.helpscout.net/conversation/ followed by the conversation id). If the conversation has an assigned agent, mention them so they see it; if it is unassigned, say so. Keep it to a few lines so the agent can click through, review the drafted note, and send the reply.
Additional information
What does this prompt do?
- Watches your Help Scout inbox and springs into action the moment a customer starts a conversation or sends a new reply.
- Reads the whole conversation, then searches your Notion help center for the articles that actually answer the question.
- Writes a suggested reply in your brand voice that cites the matching articles, and saves it as a team-only internal note so nothing is ever sent to the customer automatically.
- Pings the assigned agent in Slack with a short summary and a link to the conversation, and if no relevant article exists it says so plainly instead of guessing.
What do I need to use this?
- A Help Scout account with the inbox you want covered.
- A Notion workspace with your help center or support articles shared with the connection.
- A Slack workspace and the channel where your support team should be notified.
How can I customize it?
- Choose which Help Scout inbox the assistant watches.
- Point it at the Notion pages or spaces that hold your help articles.
- Pick the Slack channel for agent notifications and adjust the tone and length of the drafted reply.
Frequently asked questions
Will the draft ever get sent to the customer automatically?
What happens if there is no matching help article?
Does it run on replies too, or only brand-new conversations?
Will it match our brand voice?
Do our help articles need to live in Notion?
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Stop writing every support reply from scratch.
Let a draft grounded in your own help center be waiting the moment a customer writes in.