Help Scout Mailboxes & Sync

Mailbox selection is central to the Help Scout integration. Helpwave can load mailboxes from the API, store one or more mailbox IDs, and use that value when creating or syncing conversations.

What the mailbox tooling does

• Fetches available mailboxes through the backend
• Lets operators copy or toggle mailbox IDs
• Persists the mailbox field as the source of truth for sync

Sync behavior tied to this setup

• Creating conversations in Help Scout from Helpwave
• Resolving the target mailbox before posting a conversation
• Refreshing expired access tokens when the integration can do so
• Loading existing conversations and threads back into Helpwave

Operational recommendation

1. Load mailboxes after every credential change.
2. Keep mailbox IDs explicit when multiple inboxes are available.
3. Test both ticket creation and ticket close behavior before rollout.