Updates to Legacy Beacon
In this article:
Retiring the Legacy Beacon
Support for legacy Beacon will be coming to an end on December 5, 2019. Starting September 5, 2019 all accounts with access to legacy Beacon will be able to create a new Beacon (without live chat) by heading over to Manage > Beacons. Legacy Beacons will need to be upgraded to a new Beacon before December 5.
To help you prepare, we’ve created this guide that covers all you need to know about the new Beacon and how to upgrade the Beacon on your website and/or app.
We’re here to help make the transition period as smooth as possible. Please don’t hesitate to reach out if you have any questions.
Switching to the New Beacon
When planning your Beacon migration, you’ll need to cover two main steps:
Create a Beacon
Head over to Manage → Beacons to create a new Beacon.
Getting Started with Beacon Helpful Resources
Update Your Beacon Embed Code
Once you’ve created a new Beacon, you need to replace your original Beacon embed code with the new Beacon embed code. If no further customization is needed, just grab the embed code from the Install tab. Find your old Beacon code on your site and replace with the new Beacon code.
Add Beacon to your Website has more detail along with links to guides that will walk you through the steps to add Beacon to some of the more popular website platforms.
Important: Switch to the new Beacon before December 5. Any legacy Beacons remaining in your account will be disabled and removed from Help Scout on that date.
What’s New in Beacon
Custom Fields help categorize and prioritize conversations in the mailbox. You can now show your Custom Fields directly on the Beacon contact form, creating a smart contact form that allows customers to categorize their support requests. Custom Fields work alongside Workflows, Reports, and the API right out of the box. Custom Fields are available on the Plus plan.
Beacon Sidebar App
Customer Support History
Suggested content lets you surface specific articles to customers as soon as they open Beacon. For example, if your Beacon is on a pricing page, you might want to show pricing-specific help articles right away. You can also choose to show top articles or link to custom URLs directly on the Beacon Answers screen.
Sometimes your goal is to talk with more customers and gather more feedback. Sometimes your goal is to push a more self-service path so customers can find answers faster. We created Modes so you can align Beacon's user experience with your goal. Choose between a Self Service, Neutral, or Ask First path.
Real Time Notifications
Customers will receive a Beacon notification when there's a new email message from your team. They can click the notification to open the conversation in Beacon, taking them to the latest reply.
SDKs (software development kits) allow you to add Beacon directly to your mobile apps. The SDKs support both Docs search and the Beacon contact form, so customers can browse your knowledge base or send an email through your mobile apps.
Private Docs with Beacon
Have a knowledge base that should only be accessible to certain people? Now you can create Docs sites that can only be found and viewed through a Beacon. Put that Beacon behind any password-protected area on your website and you’ll be all set.
Offer instant answers right where your customers need help with Embedded Articles. Using a simple snippet of HTML, you can link to the Docs article of your choice and display it inline in one of four different formats.
Messages is an add-on feature to Beacon that allow you to proactively reach your customers with targeted notifications through Beacon. Messages are flexible and can help you meet various goals like improving self-service rates, increasing adoption of new features, and increasing lead generation (just to name a few).
There are a couple of differences between the original Beacon and the new Beacon.
Beacon no longer supports the Topic field and associated Tags. Instead, customers on the Plus plan, or customers using the Collaboration add-on, can add Custom Fields to the Beacon contact form. Custom Fields offer a powerful way to categorize conversations, and are fully actionable with Workflows and Reports out of the box.
Retired: Modal Version
We’re switching from supporting the full modal version of Beacon to Embedded articles. Embedded articles are a great way to offer your customers contextual help right when they need it. You can create step-by-step instructions side-by-side, add quick clarifications in-line, or pop up video tutorials without leaving the page.
What happens to my original Beacons?
While your existing Beacons will continue to work through the migration period, you won’t be able to create any more legacy Beacons going forward. You must have your Beacon migrated to the new version before December 5, 2019.
What happens if I don’t update my Beacon?
Legacy Beacons will be disabled and removed from Help Scout on December 5. To continue using Beacon, you must switch to the new Beacon before that date.
Am I still on a legacy plan?
Yes. Your current plan will not change–we’ve only upgraded the version of Beacon available in your account. Your current legacy plan and pricing is still available to you through September 11, 2020. You will only need to migrate any existing Beacons that you have in the account.
Will I have access to live chat?
No, live chat is only available on the current Basic, Standard, Plus, and Company plans. If you’d like to give live chat a try, your Account Owner can start a 15-day trial of a new plan from the Plans page of their account.
Will I be able to add Messages to my account?
You will indeed! The Messages add-on is available for all folks on the Standard and Plus plans. Help Scout Admins and Account Owners can start a free trial for the add-on by visiting the Messages tab in Beacon builder for any new Beacons. Click Start a Free Trial there. Messages is not available on legacy Beacons.
Do I need to remove the original embed code?
Yes. You’ll want to remove the original embed code from your website, then replace the code with the updated embed code for your new Beacon.