ceven

Helpwise

Syncs customer conversations into your CRM, drafts responses based on internal notes, and automates ticket routing across support teams.

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Why use Ceven?

  1. AI native Helpwise integration

    • Describe the outcome and Ceven picks the right Helpwise calls, fills the parameters, and checks the result.
    • Structured, agent friendly tool schemas so each call runs reliably instead of by guesswork.
    • Rich coverage for reading, writing, and querying your Helpwise data, across all 37 of its actions.

  2. Managed auth

    • Built in OAuth with automatic token refresh and rotation.
    • One place to manage, scope, and revoke Helpwise access.
    • Per user and per environment credentials instead of shared keys.

  3. Agent optimized design

    • Actions are tuned from real success and error rates so reliability climbs over time.
    • Full execution logs so you always know what ran in Helpwise, when, and on whose behalf.
    • The agent pauses and asks when Helpwise is unclear instead of plowing ahead.

  4. Enterprise grade security

    • Fine grained access so you control which agents and people can reach Helpwise.
    • Least privilege by default, read scopes first and only the writes a workflow needs.
    • A full audit trail of every Helpwise action to support review and sign off.

Supported tools

Every action Ceven's agents can run on Helpwise, and when to use it.

Create attachment
Use this when you need to upload a file to Helpwise and get the metadata for a specific conversation.
Add note to conversation
Use this to add private context or internal reminders to a conversation after you have the conversation ID.
Create Helpwise Team
Use this to group users into a new team for better ticket distribution and access control.
Create Helpwise Webhook
Use this to set up event notifications for new conversations or messages to trigger external workflows.
Delete Contact
Use this to permanently remove a contact record using their unique identifier.
Get Conversation
Pull the full details and context of a specific conversation by its ID.
Get Conversations
Pull a paginated list of support conversations for analysis or bulk processing.
Get Helpwise Contact
Pull full profile information for a specific customer using their contact ID.
Get Helpwise Messages
Pull all messages within a specific conversation thread to analyze the dialogue history.
Update Helpwise Contact
Use this to modify customer details or update custom attributes in the contact record.
Get Helpwise Teams
Pull a list of all existing teams to identify the correct group for assignment.
Update Helpwise Template
Use this to modify the subject or body content of an existing email template.
Delete Helpwise Conversation
Tool to delete a conversation. Use when you need to permanently remove a conversation by its ID after confirming the ID is correct.
Delete Mailbox
Tool to delete a mailbox. Use when you need to remove an existing mailbox by its unique identifier.
Delete Helpwise Message
Tool to delete a message. Use when you need to permanently remove a message by its ID after confirming the ID is correct.
Delete Helpwise Note
Tool to delete a note from a conversation. Use when you need to permanently remove a note by its ID from a specific conversation after confirming the IDs.
Delete Signature
Tool to delete an email signature. Use when you need to remove a specific signature by its unique identifier after confirming its ID.
Delete Tag
Tool to delete a tag. Use when you need to remove an existing tag by its unique identifier after confirming the ID.
Delete Team
Tool to delete a team. Use when you need to remove an existing team by its unique identifier after confirming the ID and dependencies.
Delete Template
Tool to delete a template. Use when you need to permanently remove an email template by its ID after confirming the ID is correct.
Delete Helpwise Webhook
Tool to delete a webhook. Use when you need to remove a specific webhook by its ID after confirming the ID is correct.
Get Attachment
Tool to retrieve a specific attachment. Use when you need to fetch an attachment by its ID; call after obtaining the attachment ID.
Get Conversation Attachments
Tool to retrieve attachments. Use when you need to list all files sent in a given conversation or across your account.
Get Helpwise Mailbox
Tool to retrieve details of a specific mailbox by its ID. Use when you know the mailbox ID and need full mailbox information.
Get Helpwise Mailboxes
Tool to retrieve mailboxes. Use when you need to list and paginate mailboxes after authenticating.
Get Conversation Note
Tool to retrieve details of a specific note. Use when you know the conversation and note IDs and need full note information.
Get Conversation Notes
Tool to retrieve notes for a conversation. Use when you need to fetch all notes associated with a specific conversation after confirming the conversation ID is correct.
Get Helpwise Tag
Tool to retrieve a specific tag. Use when you need to fetch the properties of a tag by its ID.
Get Helpwise Team
Tool to retrieve details of a specific team by its ID. Use after confirming the team_id.
Get Helpwise Templates
Tool to retrieve Helpwise email templates. Use when you need to list and paginate all email templates for your account.

30 actions · scroll to see them all

Frequently asked questions

Ceven treats internal notes as a separate data stream from customer facing messages. When the agent reads a conversation, it distinguishes between what the customer sees and what the team has discussed privately. This allows the AI to use internal context to draft a public reply without accidentally leaking internal comments to the customer. You can set up workflows that automatically create these notes whenever a specific event happens in your other SaaS tools, such as a payment failure in Stripe or a shipment delay in Shopify, ensuring your human agents have all the facts before they even open the Helpwise tab.
Yes. By using the Get Helpwise Teams action, the agent can identify the available groups in your account. You can define logic in Ceven that analyzes the sentiment or keywords of an incoming message and then uses the assignment tools to route that conversation to the most appropriate team. For example, any message containing the word refund can be automatically routed to the billing team, while technical questions go to the product team. This reduces the time a ticket spends in the general queue and ensures the right expert handles the request from the start.
Ceven can perform bulk updates by looping through a list of contacts retrieved from another system. If you have a CSV of updated customer data or a change in your primary CRM, the agent can iterate through each record and call the Update Helpwise Contact action. Because Ceven manages the pagination and API limits, it can process thousands of updates without manual intervention. This is particularly useful for syncing custom attributes like loyalty tier or account manager name across your support stack so agents always see current data.
Yes. Helpwise enforces rate limits on their API endpoints to ensure platform stability. If a Ceven workflow attempts to trigger hundreds of updates in a few seconds, you may encounter a 429 too many requests error. Ceven handles this by implementing an automatic retry logic with exponential backoff, meaning the agent will pause and try again once the limit resets. However, for extremely large data migrations, we recommend scheduling the workflow to run in smaller batches over several hours rather than all at once to avoid hitting these thresholds and causing delays in your synchronization.
Ceven can update existing templates, but for creating new ones, it is best to define your base templates within the Helpwise dashboard first. Once the template exists, Ceven can use the Update Helpwise Template action to refine the wording based on seasonal promotions or updated policy changes. This approach ensures that your brand guidelines and formatting are preserved in the Helpwise UI while allowing the AI to handle the tactical updates to the content. You can trigger these updates via a Ceven workflow whenever your product documentation changes.
You can use the Create Helpwise Webhook action to tell Helpwise to send a notification to Ceven whenever a specific event occurs. This could be a new message arriving or a conversation being closed. Once the webhook is active, Helpwise pushes the event data to Ceven in real time. This triggers the associated workflow, allowing the agent to perform an action immediately, such as updating a lead status in Salesforce or sending a Slack alert to a manager. This transforms Helpwise from a passive inbox into an active trigger for your entire business operations.
Ceven can both retrieve and upload attachments. Using the Get Conversation Attachments action, the agent can identify files sent by a customer, such as a screenshot of an error or a copy of a receipt. The agent can then pass these files to other tools, like an OCR service for data extraction or a cloud storage folder for archiving. Conversely, if a workflow generates a report or a PDF invoice, Ceven can use the Create Attachment action to upload that file to Helpwise and link it to the relevant conversation so the agent can send it to the customer.
Yes, the Delete Helpwise Conversation action allows the agent to remove threads permanently. We recommend using this sparingly and only within highly controlled workflows, such as removing duplicate tickets or clearing out spam that has been flagged by a secondary filter. Because this action is permanent, it is best practice to have the agent first move the conversation to a specific archive tag or add a final note explaining why the deletion occurred. This creates an audit trail in your logs even after the conversation is gone from the Helpwise interface.

Alternatives to Helpwise

Other tools that solve a similar problem. Ceven supports these too, so you can switch or run more than one at once.

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