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.