Help Scout Integration

With the Help Scout integration, AppFollow automatically sends reviews from your iOS, Android, Mac, Microsoft, Amazon, and Xbox apps to Help Scout. You can then reply to customers directly from Help Scout, including those who left negative feedback.

This is a premium feature. Contact your account manager or our Support team to get access.

Set up the integration with Help Scout

1. Open Integrations on the left menu.
2. Choose Help Scout from the list of available integrations and click Set up.
3. Type an email that is connected to your Help Scout account. To find it, go to Help Scout > Mailbox Settings (a gear icon) > Connection Settings.
4. Copy the Help Scout email in the box and paste it into the “Email” text field in the AppFollow account.
5. Choose which reviews you want to receive: all, featured, only negative or positive ones (mark the number of stars), or import history.
6. Click Add integration.

The next new review you get will be sent to your Help Scout account. It will look like this:

Add the auto-translation feature to get new reviews in your language.

You’ll receive reviews along with the following details:

• App store source (e.g., App Store or Google Play)
• Whether the review is featured
• Full device name (available for Google Play reviews only)
• Country or device language (helpful when the review language differs from the device language)
• Word count of the review

Reply to Reviews

If you want to reply to reviews using Help Scout, set up these connections first:

• For iOS apps
• For Android apps

Edit replies in Help Scout

To update/edit an existing reply, simply send another reply to the existing ticket with the review in question. The latest reply will be sent to the store and replace the previous one. 

Troubleshooting

If you cannot publish a reply, the most common issues are:

• Reply is longer than 350 characters. This is the limit set by Google Play for Android reviews. For the App Store, the maximum reply length is 5970 characters.
• Connection error. To check whether your store connection is active, please open the Source connections list in AppFollow. If the connection is not active, delete it and install a new one. Contact our Support team if you need any assistance.
• AppFollow Reply limits have been exceeded. Please double-check how many replies are included in your plan.