Simplify customer support with Help Scout for WooCommerce. Give your support team instant access to customer and order details in Help Scout, let customers request help directly from a specific WooCommerce order, and manage ongoing conversations and replies through My Account—all without switching between multiple systems.
Help Scout customer support, connected to your WooCommerce orders
A customer asks about delivery, a return, or a subscription. Your team has the message in Help Scout, but the purchase details are in WooCommerce. Switching between the two slows down the reply.
Help Scout for WooCommerce connects your store and Help Scout mailbox, making order-related conversations easier for customers to start and simpler for your team to manage.
✓See store context in Help Scout: customer details, recent orders and applicable subscription information.
✓Keep requests tied to orders: customers can ask for help directly from an order.
✓Contact buyers from WooCommerce: start Help Scout conversations in the order admin.
✓Make follow-ups easier: customers can review and reply to conversations from My Account.
✓Offer support beyond orders: use a contact-form shortcode or convert eligible blog comments.
✓Match your team’s process: optional assignment, CC/BCC recipients, attachments and logging.
Give agents the WooCommerce context they need
With the optional WooCommerce customer sidebar configured in Help Scout, agents can review matching customer information alongside a support conversation instead of repeatedly opening your store’s admin area.
Depending on available records, this can include customer details, recent orders and purchased products, plus active WooCommerce Subscriptions information where supported. From there, agents can investigate a missing delivery, return, or billing question with more context.
Less searching, more useful replies. Your Help Scout team can see relevant store information beside the conversation. The customer sidebar is an optional integration that requires separate setup.
Start Help Scout conversations from WooCommerce orders
Customers can select Get Help from an eligible order and send a subject and message about that purchase. Your staff can also begin a conversation from the WooCommerce order screen when they need to clarify an address, check a special request, or follow up before fulfillment.
When the question starts on an order, keep it with the order. Both customers and staff have a direct way to open a Help Scout conversation rather than starting a disconnected email thread.
Existing product screenshot: start a conversation from a WooCommerce order. The interface may differ in current WooCommerce versions.
Let customers follow up through My Account
A support question doesn’t always end with one message. Logged-in customers can access their associated Help Scout conversations from the WooCommerce My Account area and send replies without hunting through old emails.
Your team continues working in Help Scout, while customers have a familiar place to check responses and add information. Access controls help ensure customers only see their own conversations.
Existing product screenshot: customer support conversations in My Account (illustrative older interface).
Put a support form where customers need it
Not every question relates to an order. Place a Help Scout contact form on a support or contact page using the built-in [wc_help_scout_form] shortcode. The form supports logged-in customers and guest visitors, and can accept supported attachments for useful context such as an image of a damaged item.
Existing product screenshot: embedded Help Scout contact form (illustrative older design).
Turn blog comments into private support conversations
When a shopper asks for help in a WordPress blog comment, your staff can create a Help Scout conversation from that comment and continue the discussion through the support mailbox. The commenter needs to have provided an email address.
Existing product screenshot: converting a WordPress comment into a Help Scout conversation.
Work with the tools and team structure you already use
The extension adds useful options without replacing Help Scout’s own inbox and collaboration features.
✓Conversation assignment: optionally direct new conversations to a Help Scout user.
✓CC and BCC: include additional recipients when needed.
✓File attachments: let customers submit supported files with eligible requests.
✓WooCommerce compatibility: support for High-Performance Order Storage (HPOS).
✓Diagnostic logs: optional logging to assist with troubleshooting.
What you need to get started
You’ll need an active Help Scout account and subscription, purchased separately. Connect your WooCommerce store to a Help Scout mailbox using the required OAuth app credentials and complete the authorization process. Displaying WooCommerce information in Help Scout’s customer sidebar requires an additional custom app setup.
Before you install: Help Scout is a separate paid service. The WooCommerce-to-Help Scout connection and the optional customer sidebar are configured separately.
Frequently Asked Questions
1. Do I need a separate Help Scout account to use this plugin?
Yes. You’ll need an active Help Scout account and subscription, purchased separately from the WooCommerce extension. Connect your account using a Help Scout OAuth application, its App Key and App Secret, and your Mailbox ID. The plugin connects to one configured Help Scout mailbox, so choose your intended support mailbox before setting up the integration.
2. Why isn’t the “Get Help” button working or creating a conversation?
This usually indicates a connection or authorization issue. Under WooCommerce > Settings > Integration > Help Scout, verify your App Key, App Secret, Mailbox ID, and OAuth redirect URL. Make sure you created your application under Your Profile > My Apps in Help Scout, rather than as a custom sidebar app. Save your settings and select Allow Access to complete authorization. If the button is missing entirely, check whether the Hide Help Button setting is enabled.
3. Why aren’t customer details or recent orders appearing in my Help Scout sidebar?
The sidebar must match the Help Scout contact with the corresponding WooCommerce customer or order. Confirm that the email address matches the customer’s WooCommerce account or billing email, your custom sidebar app is correctly configured, and the callback URL points to the correct WooCommerce REST API endpoint. Also verify that the sidebar authentication settings match your plugin configuration. Registered customers and guest orders are supported, but information may not appear if no matching record is found.
4. Does Help Scout Integration work with HPOS and guest orders?
Yes. The extension supports WooCommerce High-Performance Order Storage (HPOS), including guest-order lookups. Registered customers can be matched through their WooCommerce account, while guest orders use the billing email address. If a guest order doesn’t appear in Help Scout, confirm that the email addresses match and the custom sidebar integration is correctly configured.
5. Why am I seeing a “woocommerce_api_no_route” error or a sidebar connection error?
This error can occur when an outdated or incorrectly configured API endpoint is used. The extension supports modern WooCommerce REST API handling, with Standard and Custom (v2) API handler options. Standard is recommended for most stores; Custom (v2) should generally be used only when directed by OPMC Support. Check your callback URL, authentication settings, and selected API handler. The retired WooCommerce Legacy REST API should not be required for the current integration.
6. Why can’t a customer see or reply to their support conversations in My Account?
Customers can view and reply to their Help Scout conversations under My Account > Support Conversations when logged in with the account associated with those conversations. Access controls prevent customers from viewing conversations belonging to others. If conversations are missing, check the customer’s account and email association, and confirm that the Hide Support Conversations From Sidebar option is not enabled.
7. Can customers without accounts contact support, and can they attach files?
Yes. Add a Help Scout contact form to a suitable page using the [wc_help_scout_form] shortcode. The form supports registered customers and guests, allowing visitors to submit their name, email address, subject, and message. Supported attachments include JPG, JPEG, PNG, and PDF files. Logged-in customers can also view and reply to their existing conversations through My Account.
8. What should I do if the plugin causes PHP warnings or conflicts with another extension?
First, confirm that you’re using the latest plugin version and compatible versions of WordPress, WooCommerce, and PHP. Check WooCommerce > Status > Logs for errors and temporarily enable the plugin’s Debug Log if needed. Test suspected conflicts on a staging site with other plugins disabled. If the problem continues, contact OPMC Support with the error message, relevant logs, and your WordPress, WooCommerce, and PHP versions.
Why OPMC?
builds and supports WooCommerce extensions designed for everyday store workflows. Help Scout for WooCommerce keeps order-related customer support connected to the tools your team already uses, with plugin updates and OPMC support available through your subscription.
If after you attempted to resolve issues with Support staff and feel the product(s) you purchased does/do not the best fit your requirements, we want to make things right.
Our policy offers a full refund within 30 days of your date of purchase. We’d love to know what went wrong and how we can improve, so please include details about the reason for your refund request if you reach out to us directly.
Woocommerce.opmc.com.au and our payment process submit the refund immediately and make every attempt to process the refund as quickly as possible. Your financial institution can take up to 20 days for the refund to reflect in your bank account/card.
Need help setting up or using Help Scout for WooCommerce?
Visit our official documentation for installation instructions,
configuration, and troubleshooting.
