Intercom & Help Scout Support

Customer Info can pull a customer’s support conversations from Intercom and Help Scout, so you see their support history next to their orders and account details. Both are optional, off until you connect them, and configured in the Settings → Integrations tab (the gear icon at the top-right of the dashboard).

This feature sends the customer’s email address to a third party. Conversations are matched by email, so each time you open a profile with an integration enabled, that customer’s email is sent to Intercom or Help Scout to look up their history. Intercom and Help Scout are third-party processors; if you operate under GDPR or similar, treat this as an outbound transfer of personal data and cover it in your privacy policy.

💬 Connecting Intercom

In Intercom, open the developer hub and create an app to get an Access Token for your workspace.
In Customer Info, go to Settings → Integrations, paste the token into the Intercom field, and turn Intercom on.
The token is verified against Intercom before the integration is switched on.

💬 Connecting Help Scout

In Help Scout, go to Your Profile → My Apps and create an OAuth2 app to get a Client ID and Client Secret.
In Customer Info, go to Settings → Integrations, enter both values, and turn Help Scout on.
The credentials are validated against the Help Scout API before the integration is switched on.

No redirect or callback URL is needed for Help Scout. Customer Info uses the client-credentials grant — it exchanges the Client ID and Secret for a short-lived access token directly, with no user-facing authorization step. Just create the My App, copy the two values, and paste them in.

🗂️ What you’ll see

For each conversation matched to the customer’s email, Customer Info shows:

Field	Description
Subject	The conversation subject line.
Status	Open, closed, or the provider’s current state.
Created	Date the conversation was started.
Tags	Any tags applied to the conversation.
Preview	A short snippet of the conversation.
Link	A direct link to open the conversation in Intercom or Help Scout.

Enable one, both, or neither. The total support count on the profile combines conversations from whichever integrations are active.

🔐 Where credentials and data live

Item	Where it lives
Intercom token / Help Scout Client ID & Secret	Stored in your own WordPress database (the plugin’s settings). They never leave your site except to authenticate with the provider.
Help Scout access token	Fetched from the Client ID & Secret and cached briefly in a WordPress transient, then refreshed automatically.
The conversations themselves	Fetched live each time you open a profile and shown on screen. Subjects and previews are not copied into your WordPress database.

🔌 Disconnecting

To stop an integration, turn it off in Settings → Integrations and clear its token or credentials. Because a copy of the credential also exists at the provider, revoke it there too — delete the token in the Intercom developer hub, or the app in Help Scout’s My Apps — to make it fully dead. Clearing it in WordPress stops this site using it; only the provider can deactivate the credential itself.

🧰 Troubleshooting

Problem	What to check
No conversations show, but the customer has some	The most common cause: the customer’s email in Intercom or Help Scout differs from their store email. Matching is by email, so a different address returns nothing.
“Invalid client authentication” (Help Scout)	The Client ID or Secret is wrong, or the My App was removed. Re-check both values in Settings → Integrations.
Intercom returns nothing after saving	The access token is invalid or lacks permission for conversations. Regenerate it in the Intercom developer hub and paste the new token.
The support panel is empty for everyone	The integration is turned off, or its credentials are blank. Enable it and re-enter the credentials.