What's New With the Inbox


As a continuation of some of the changes we revealed earlier this year with our new editor, we’re now also releasing a brand new Inbox experience!
The new Inbox introduces an updated user interface, includes our new brand colors, and showcases the shift from Mailbox to Inbox, which you’ll hear more about later.
Click on your avatar or initials in the top right corner of the top menu in Help Scout, then click Try the new Inbox to give it a spin!

Note: If you don’t see the option to Try the new Inbox in your menu, it just means we haven’t surfaced that option for your account just yet — we’re rolling things out slow and steady. If you’d rather be an early adopter than wait for us, give us a shout and we’ll switch you over now.  

What’s Changed?

Our Inbox has always been incredibly easy to use, but we’ve raised the bar with an upgraded design that helps you stay focused and get more done. It still has all of the features you already know that will help you exceed your customers’ expectations, and sets the stage for the next chapter of Help Scout.

Updated UI and New Brand Colors

Diving right into a conversation you’ll notice the new look and feel. We reduced the width of the conversation thread and introduced higher contrast colors to improve readability and increase accessibility.
In each conversation, you’ll see emails from your customers, replies from your team, and internal notes in chronological order.

We’ve reduced clutter in the new design so you can keep a clean view of the conversation, but you have the option to add in more details and context as you work. 

Additional details such as assignments, workflows, and tags can be displayed or hidden by clicking the More Actions menu, and selecting Hide Details or Show Details, or just use the new keyboard shortcut of ; (semicolon) to toggle it.

The most recent reply in the thread is now at the bottom, and that’s where you can start a reply using our brand new editor.
As usual you have all of your customer context in the customer sidebar on the right, and there's also a new conversation panel on the left you can click to open. This is where you’ll find custom fields if you are on the Plus or Pro plans.

The New Editor

With the new editor you can type slash to pull up the shortcut menu, where you can search for saved replies, docs articles, and more. The editor also includes support for markdown, a built-in emoji picker, and the ability to preview Saved Replies.

To format your text quickly, just highlight the text and the formatting toolbar will appear.

You’ll also find a brand new feature in this toolbar for Plus and Pro plans, AI Assist. Click the sparkles to use the power of AI to fix spelling and grammar, make text longer, shorter, change the tone, or translate.

We’re excited to bring you this improvement to Help Scout — give things a spin and try some of the new options. If you have any questions or feedback about the new Inbox, we'd love to hear from you!

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