Summarize Closed Help Scout Conversations and Send to Asana

8 min setup

No coding required

Runs automatically

Get clear insights into the topics your customers contact support about—without reading every conversation. This template uses AI to generate a concise summary and title for closed Help Scout conversations and sends them to Asana. Easily collect, evaluate, and route issues and ideas to the right projects, improving operational efficiency.

How it works

7 steps to start creating Asana tasks from closed Help Scout conversations

Conversation Status Changed

App connector: [Help Scout](/content/apps/helpscout/integrate "View Help Scout integration page"/index.html)• Time to complete: 0 minutes (Auto-configured)

Why this matters: This trigger monitors your Help Scout account for any conversation status changes, which kicks off the workflow when conversations move to "closed." Without this monitoring, you'd need to manually track which conversations ended and which insights should be documented.

When any conversation's status changes in Help Scout—opened, pending, closed, or spam—this trigger captures the status update and conversation details. It watches your Help Scout account continuously and passes the conversation data to the next step for status verification. The trigger automatically connects to your Help Scout account once you authorize MESA, with no manual configuration needed.

Filter: Check for "closed" status

App connector: [Filter](/content/apps/filter/integrate "View Filter integration page"/index.html)• Time to complete: 0 minutes (Auto-configured)

Why this matters: Not every status change needs to create an Asana task. This filter ensures only closed conversations proceed to the summary and task creation steps, preventing duplicate tasks for conversations that are still in progress or were marked as spam.

Get List of Conversation's Threads

App connector: [Help Scout](/content/apps/helpscout/integrate "View Help Scout integration page"/index.html)• Time to complete: 0 minutes (Auto-configured)

Why this matters: This step retrieves all the messages in the conversation so the AI has the complete context to generate an accurate summary. If this step fails, the AI would have no content to analyze and couldn't create a meaningful task description.

Map: Combine Thread Messages

App connector: [Loop](/content/apps/loop/integrate "View Loop integration page"/index.html)• Time to complete: 0 minutes (Auto-configured)

Why this matters: The conversation threads come through as separate message objects, but the AI needs them combined into a single text block to understand the full narrative. This step transforms individual messages into one continuous conversation that flows logically for analysis.

AI: Generate Summary

App connector: [AI](/content/apps/ai/integrate "View AI integration page"/index.html)• Time to complete: 0 minutes (Auto-configured)

Why this matters: Reading through entire support threads to understand what happened is time-consuming. This AI-generated summary distills the conversation into key points—what the customer needed, what solution was provided, and what the outcome was—so your team can quickly grasp the situation without reading the full thread.

AI: Generate Title

App connector: [AI](/content/apps/ai/integrate "View AI integration page"/index.html)• Time to complete: 0 minutes (Auto-configured)

Why this matters: Generic task titles like "Support Ticket #1234" don't help anyone understand what the task is about. This AI-generated title creates a specific, descriptive headline that makes it easy to scan your Asana project and immediately understand what each conversation was about.

Create Asana Task

App connector: [Asana](/content/apps/asana/integrate "View Asana integration page"/index.html)• Time to complete: 2 minutes

Why this matters: This is where the captured insights become actionable. The Asana task centralizes all the conversation context—AI summary, ticket number, customer email, and close date—in one place where your team can track follow-ups, identify patterns, or build knowledge articles.

Frequently asked questions

Will this create duplicate Asana tasks if I reopen and close a conversation multiple times?

Yes, each time a conversation is closed, a new Asana task will be created. If you frequently reopen conversations, consider adding the Help Scout ticket number to your Asana project and using a filter step to check if a task with that ticket number already exists before creating a new one.

Can the AI summary include or exclude specific types of information?

Absolutely. You can modify the AI prompt in Step 5 to focus on particular aspects. For example, you could ask it to highlight feature requests, note any customer frustration, include product names mentioned, or focus only on the final resolution. Just edit the prompt to specify what information matters most to your team.

What happens if a conversation has no messages (like spam that was immediately closed)?

The workflow will still attempt to create an Asana task, but the AI summary will likely indicate there's no meaningful content to summarize. You can add an additional filter after the "Get List of Conversation's Threads" step to check if any threads exist before continuing to the AI summary steps.