Help Scout activities and attributes

This page lists default Help Scout activities that are added to your Ortto account after integrating Ortto with Help Scout when adding Help Scout as a data source.

Beacon chat created, Beacon chat updated

The Beacon chat activities are generated when a Help Scout Beacon chat is created or updated.

Most of the default attributes within this activity are derived from Help Scout, with others managed internally by Ortto or a part of its CDP.

Attribute	Field type	Description
Chat ID	Digits	The unique identifier for the chat.
Mailbox	Text	The ID of the mailbox the chat is in.
Last action	Text	The last action the customer took by clicking on a button in the message.
Event	Text	The event that determined when the message was shown to the customer.
Tags	Text list	A list of tags associated with the conversation.
Assignee type	Text	The type of user the conversation was assigned to, e.g. `user`.
Assignee email	Email	The email address of the user the conversation was assigned to.
Assignee first name	Text	The first name of the user the conversation was assigned to.
Assignee last name	Text	The last name of the user the conversation was assigned to.
Assignee name	Text	The name of the user the conversation was assigned to.
Country	Geo	An internal geographical data object set by Ortto representing the Help Scout conversation’s country of origin.
Region	Geo	An internal geographical data object set by Ortto representing the Help Scout conversation’s region.
City	Geo	An internal geographical data object set by Ortto representing the Help Scout conversation’s city of origin.

Conversation created, Conversation updated

The conversation activities are generated when a Help Scout conversation is created or updated.

Most of the default attributes within this activity are derived from Help Scout, with others managed internally by Ortto or a part of its CDP.

Attribute	Field type	Description
Type	Text	The type of conversation, which can be: `chat`, `email`, or `phone`.
Folder	Text	The ID of the Mailbox Folder to which this conversation resides.
Mailbox	Text	The ID of the mailbox the conversation is in.
Conversation ID	Digits	The unique identifier for the conversation.
Event	Text	The event that determined when the message was shown to the customer.
Status	Text	The conversation status, which can be: `active`, `all`, `closed`, `open`, `pending`, or `spam`.
State	Text	The state of the conversation, which can be: `deleted`, `draft`, or `published`.
Subject	Text	The subject of the conversation.
Source type	Text	The originating conversation type, which can be: `api`, `beacon`, `channel`, `chat`, `consumer`, `coreapi`, `csv`, `cvs`, `desk`, `docs`, `email`, `emailfwd`, `heymarket`, `internal`, `jira`, `manual`, `mobile`, `notification`, `orchestration`, `support`, `unknown`, `uservoice`, `web`, `workflows`, or `zendesk`.
Source via	Text	The originating source of the conversation, which can be `user` or `customer`.
Tags	Text list	A list of tags associated with the conversation.
Thread count	Number	This count represents the number of published threads found on the conversation (it does not include line items, drafts or threads held for review by Collision Detection).
CC	Text list	The list of emails that are cc’d.
BCC	Text list	The list of emails that are bcc’d.
Created by type	Text	The type of person who created the conversation, e.g. `customer`.
Created by email	Email	The email address of the person who created the conversation.
Customer updated at	Time and date	UTC time when the last customer update occurred.
Customer waiting since	Time and date	Object containing the timestamp of when the conversation was last updated.
Primary customer type	Text	The type of customer the conversation belongs to.
Primary customer email	Email	The email address of the customer that the conversation belongs to.
Primary customer first name	Text	The first name of the customer that the conversation belongs to.
Primary customer last name	Text	The last name of the customer that the conversation belongs to.
Primary customer name	Text	The name of the customer that the conversation belongs to.
Assignee type	Text	The type of user the conversation was assigned to, e.g. `user`.
Assignee email	Email	The email address of the user the conversation was assigned to.
Assignee first name	Text	The first name of the user the conversation was assigned to.
Assignee last name	Text	The last name of the user the conversation was assigned to.
Assignee name	Text	The name of the user the conversation was assigned to.
Closed by type	Text	The type of person who closed the conversation, e.g. `customer`.
Closed by email	Email	The email address of the person who closed the conversation.
Closed by first name	Text	The first name of the person who closed the conversation.
Closed by last name	Text	The last name of the person who closed the conversation.
Closed by name	Text	The name of the person who closed the conversation.
Closed at	Time and date	UTC time when the conversation was closed.
Country	Geo	An internal geographical data object set by Ortto representing the Help Scout conversation’s country of origin.
Region	Geo	An internal geographical data object set by Ortto representing the Help Scout conversation’s region.
City	Geo	An internal geographical data object set by Ortto representing the Help Scout conversation’s city of origin.

Conversation message received, Conversation message sent

The conversation message activities are generated when a Help Scout conversation message is received or sent.

Most of the default attributes within this activity are derived from Help Scout, with others managed internally by Ortto or a part of its CDP.

Attribute	Field type	Description
Type	Text	The type of conversation, which can be: `chat`, `email`, or `phone`.
Status	Text	The conversation status, which can be: `active`, `all`, `closed`, `open`, `pending`, or `spam`.
State	Text	The state of the conversation, which can be: `deleted`, `draft`, or `published`.
Body	HTML	The conversation message body.
Source type	Text	The originating conversation type, which can be: `api`, `beacon`, `channel`, `chat`, `consumer`, `coreapi`, `csv`, `cvs`, `desk`, `docs`, `email`, `emailfwd`, `heymarket`, `internal`, `jira`, `manual`, `mobile`, `notification`, `orchestration`, `support`, `unknown`, `uservoice`, `web`, `workflows`, or `zendesk`.
Source via	Text	The originating source of the conversation, which can be `user` or `customer`.
To	Text list	The list of emails the conversation email was sent to.
CC	Text list	The list of emails that are cc’d.
BCC	Text list	The list of emails that are bcc’d.
Created by type	Text	The type of person who created the conversation, e.g. `customer`.
Created by email	Email	The email address of the person who created the conversation.
Customer type	Text	The type of customer the person is, e.g. the plan type the person is on.
Customer email	Email	The customer’s email address.
Customer first name	Text	The customer’s first name.
Customer last name	Text	The customer’s last name.
Customer name	Text	The customer’s name.
Assignee type	Text	The type of user the conversation was assigned to, e.g. `user`.
Assignee email	Email	The email address of the user the conversation was assigned to.
Assignee first name	Text	The first name of the user the conversation was assigned to.
Assignee last name	Text	The last name of the user the conversation was assigned to.
Assignee name	Text	The name of the user the conversation was assigned to.
Opened at	Time and date	UTC time when the conversation was opened.
Folder	Text	The ID of the folder the conversation is in.
Mailbox	Text	The ID of the mailbox the conversation is in.
Conversation ID	Digits	The unique identifier for the conversation.
Conversation subject	Text	The conversation subject.
Conversation tags	Text list	A list of tags associated with the conversation.
Country	Geo	An internal geographical data object set by Ortto representing the Help Scout conversation’s country of origin.
Region	Geo	An internal geographical data object set by Ortto representing the Help Scout conversation’s region.
City	Geo	An internal geographical data object set by Ortto representing the Help Scout conversation’s city of origin.

Rating received

Rating received is generated when a Help Scout rating is received.

Most of the default attributes within this activity are derived from Help Scout, with others managed internally by Ortto or a part of its CDP.

Attribute	Field type	Description
Mailbox	Text	The ID of the mailbox the conversation is in.
Conversation ID	Digits	The unique identifier for the conversation.
Event	Text	The event that determined when the message was shown to the customer.
Comments	Text	Optional comment entered by the user.
Rating	Text	The rating received, which can be: `great`, `not_good`, `okay`, or `unknown`.
User email	Email	The email address of the user whose reply was rated by the customer.
User first name	Text	The first name of the user whose reply was rated by the customer.
User last name	Text	The last name of the user whose reply was rated by the customer.
User name	Text	The name of the user whose reply was rated by the customer.
Customer email	Email	The email address of the customer who submitted the rating.
Customer first name	Text	The first name of the customer who submitted the rating.
Customer last name	Text	The last name of the customer who submitted the rating.
Customer name	Text	The name of the customer who submitted the rating.
Country	Geo	An internal geographical data object set by Ortto representing the Help Scout conversation’s country of origin.
Region	Geo	An internal geographical data object set by Ortto representing the Help Scout conversation’s region.
City	Geo	An internal geographical data object set by Ortto representing the Help Scout conversation’s city of origin.