Helpwise
Helpdesk & ITSMConnect AI agents to Helpwise, a shared team inbox from SaaS Labs. Agents read and reply to conversations across inboxes, tag them, keep contact and custom field data current, and pull team reports.
What This Integration Enables
Helpwise is a shared team inbox where the channel is a property of the inbox rather than a separate product, and the connector carries that all the way through. An agent can send an email, a live chat reply, an SMS, or a WhatsApp message, each through its own action, each from an inbox configured for that channel, and can drop a private internal note on any conversation without the customer seeing it. That breadth is genuinely useful and genuinely dangerous in the same measure: the same triage logic that closes an email thread can text a customer's mobile phone, and the connector will do exactly what it is told.
Around the messaging surface sits the supporting machinery you need for real triage. Conversations are listed and read across one or more inboxes, filterable by tag, and assigned to a specific teammate. Tags are applied and removed in batches, additively, so classification does not destroy prior work. Contacts are searched, created, updated, and extended with custom fields the connector can also define. Get Overall Report returns response and resolution metrics for a date range, optionally scoped to an inbox and to tags and optionally restricted to business hours, which is one reporting action rather than a reporting suite, but it is the number a support lead actually asks for. One thing to plan around: the API is rate limited to 100 requests per minute per key, so bulk sweeps want pagination and pacing rather than fan out.
Without FlowRunner
With FlowRunner
Use Case Scenarios
Overnight backlog triaged before the shift starts
At six in the morning an agent runs List Conversations across the support and sales inboxes, pulls each thread with List Conversation Emails, and classifies it. Threads that are clearly resolved acknowledgements get proposed for close. Threads where the customer is still waiting get Assign Conversation to the teammate who owns that account, resolved from List Users for that inbox, plus Add Internal Note summarising what the customer needs. Obvious spam gets flagged for the spam bucket. Nothing is closed or marked spam automatically. The whole batch lands in Slack grouped by proposed action, and the first person on shift confirms it in one pass instead of opening ninety threads.
Order status answered on the channel the customer used
A customer texts the SMS inbox asking where their order is. The agent reads the conversation, runs Search Contacts to identify them, looks the order up in Shopify, and finds it delivered two days ago to a neighbour. It drafts a reply, and because the customer wrote in over SMS the reply goes back over SMS with Send SMS rather than jumping to email. Add Internal Note records the order lookup on the conversation so the next teammate does not repeat it, and Apply Tags to Conversations marks it as a delivery query for the weekly report.
Contact enrichment that survives the next reply
Whenever a conversation arrives from an address with no matching contact, the agent runs Search Contacts to confirm the gap, enriches from the CRM, and runs Create Contact with name, company, job title, phones, and custom field values. When the contact exists but is thin, Update Contact fills the gaps. Because custom fields are also managed here, an agent can run Create Custom Field once to add a field such as account tier and then populate it on every contact it touches. The next agent to open a conversation from that person sees their tier in the sidebar rather than guessing.
Human-in-Loop Highlight
Update Conversation Status is where this connector will hurt you, because one action shape covers five outcomes of wildly different severity across an arbitrary batch of conversation IDs. Close and Reopen are reversible. Mark as Spam trains the inbox against that sender. Move to Trash is recoverable. Delete Permanently is not. The call to close forty resolved threads and the call to permanently destroy forty customer conversations differ by one enum value and nothing else, and both accept a list assembled by a query. So the agent never passes a filter result straight into that action. It resolves the list, reads each conversation, and presents the batch split by proposed outcome before asking: "Overnight sweep across the support inbox: 34 conversations proposed for Close, 6 for Mark as Spam, 2 for Delete Permanently. The two deletions are listed below with their last customer message. Approve all, approve the closes only, or review?" A second gate covers Send WhatsApp Message, where a business initiated message outside the customer's 24 hour session window must use an approved template with its variables supplied in order. Positional variables have no names to check themselves against, so the agent shows the template text from List WhatsApp Templates with the values substituted in place, and a human confirms the assembled message rather than the raw array. Both gates exist for the same reason: agents that ask beat agents that were technically correct about a parameter.
Agent Capabilities
30 actionsInboxes
2- List Inboxes Retrieves the shared inboxes in your Helpwise account with pagination. Used to establish which channels are available before any conversation or messaging work.
- Get Inbox Retrieves a single shared inbox by ID with its name, connected email or channel, and configuration. Used to confirm an inbox is SMS or WhatsApp enabled before attempting a send on that channel.
Conversations
4- List Conversations Lists conversations across one or more inboxes, optionally filtered by a tag, with a page token for pagination. This is the polling path that stands in for event delivery on this connector.
- Get Conversation Retrieves a single conversation within a specific inbox, optionally scoped to a tag, returning subject, status, contact, and assignment. Used to confirm current state before acting.
- Update Conversation Status Changes the status of one or more conversations at once, with the action being close, reopen, mark as spam, move to trash, or delete permanently. Because one call shape covers both the reversible and the irreversible outcomes across a batch, it sits behind an approval gate.
- Assign Conversation Assigns a conversation to a specific teammate so they own it. Use List Users to resolve the assignee within the relevant inbox.
Messages
7- Send Email Sends an outbound email from a shared inbox with multiple recipients, CC, a reply to address, a subject, and an HTML body, starting a new email conversation. Customer visible and not retractable.
- List Conversation Emails Retrieves the individual email messages inside a conversation with pagination. Used to read the full back and forth before drafting or classifying.
- Send Chat Message Sends a chat reply into an existing live chat conversation in an inbox. Used to answer on the surface the customer is currently sitting on.
- Add Internal Note Adds a private note to a conversation, visible to teammates only and never sent to the customer. This is how an agent records its research without touching the customer thread.
- Send SMS Sends an SMS to a phone number in international format from an SMS enabled inbox. Reaches the customer's handset directly, so it belongs on the approved side of a gate.
- Send WhatsApp Message Sends a WhatsApp message from a WhatsApp enabled inbox. Business initiated messages outside the 24 hour customer session window require an approved template ID and its ordered variable values.
- List WhatsApp Templates Lists the approved WhatsApp message templates available for a WhatsApp enabled inbox. Used to fetch the template text so the ordered variables can be checked against it before sending.
Contacts
5- List Contacts Lists contacts with limit and offset pagination, returning name, emails, phones, and company. Used for reconciliation sweeps against a CRM.
- Get Contact Retrieves a single contact with name, company, job title, emails, phones, and custom field values.
- Search Contacts Searches contacts by a free text term matched against name, email, and phone, with pagination. Used to identify an inbound sender before replying.
- Create Contact Creates a contact with name, company, job title, emails, phone numbers, and optional custom field values. Used when triage finds no existing record.
- Update Contact Updates an existing contact by ID. Provided fields replace the contact's current values, so send the full intended value rather than a partial one.
Tags
4- List Tags Lists all tags defined in the account. Used to resolve tag IDs before filtering or classifying.
- Get Tag Retrieves a single tag with its name and colour.
- Apply Tags to Conversations Applies one or more tags to one or more conversations in a single call, preserving existing tags. Additive, which makes it safe for an agent to run without approval.
- Remove Tags from Conversations Removes one or more tags from one or more conversations in a single call.
Custom Fields
5- List Custom Fields Lists the contact custom fields defined in the account, with IDs and names for setting values.
- Get Custom Field Retrieves a single contact custom field with its name and description.
- Create Custom Field Creates a contact custom field with a name and optional description, returning the ID used to set values on contacts.
- Update Custom Field Updates the name or description of an existing contact custom field.
- Delete Custom Field Permanently deletes a contact custom field, removing the field and its stored values from every contact. Not reversible, so treat it as a schema change rather than a cleanup step.
Users and Reporting
3- Get Current User Retrieves the account details of the user whose credentials are in use, including ID, name, and email. Useful for confirming which identity a flow is operating under.
- List Users Lists the teammates with access to a given inbox. Used to resolve a valid assignee before Assign Conversation.
- Get Overall Report Retrieves overall performance metrics for a date range, optionally scoped to an inbox and to tags, and optionally restricted to business hours. Used to assemble the weekly support review from the desk's own numbers. --- The Helpwise connector exposes no FlowRunner triggers. Helpwise supports outbound webhooks, but they are configured in the Helpwise interface and there is no public API to subscribe to or manage them programmatically, so no trigger can be registered from a flow. Reactive work here runs on a schedule that calls List Conversations across the relevant inboxes and diffs against the previous run. Keep the interval and page size inside the 100 requests per minute per key rate limit.
Frequently Asked Questions
What can FlowRunner do with Helpwise?
FlowRunner agents can run List Inboxes, Get Inbox, and List Conversations in Helpwise, plus 27 more actions.
Does connecting Helpwise to FlowRunner require OAuth?
No. Helpwise connects to FlowRunner with basic authentication (a username and password), no OAuth flow required.
Can Helpwise trigger a FlowRunner workflow automatically?
Helpwise doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.
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