Use the Help Scout Mobile App

The mobile app is available to Users, Administrators and Account Owners. Light Users are unable to use the mobile app at this time.

Inbox and Folders

  • Search for conversations: Tap the magnifying glass on the dashboard (iOS) or folder view (Android) to search. Results will show all matching conversations. 
  • View an inbox: Tap the Inbox name from the dashboard screen to enter an Inbox. To get back to the dashboard swipe to the right or tap the Help Scout logo in the top left corner and choose a different Inbox. 

Conversation List

  • Open a conversation: Tap from the list to view.
  • Refresh conversation list: Swipe down to load new conversations.
  • Switch Views: Tap the View name
  • Move between conversations: Tap on any conversation to view it. Swipe left or right to move to the next or previous conversation when in a conversation. 

Notification Station

  • Open notifications: Access from the dashboard.
  • Preview conversations: Tap a notification for quick context.
  • Manage notifications: Swipe a notification to mark as unread or tap the bell to mark all as read.

Work with Conversations

Quick Actions

  • View details: Tap on the top of a conversation thread to see assignment, status, and timestamp
  • Conversation dock actions: Assign, change status, tag, update Custom Fields, copy the conversation number, or open the customer profile.
  • Conversation footer actions: Reply, add a note, run a Manual Workflow, tap the back arrow to return to the conversation list, or open More actions for snooze, follow/unfollow, forward, move, share, spam, and delete.
Note a difference between web and mobile here: There is not an option to edit replies, notes or forwards before sending when running a manual workflow on a conversation on the mobile app.

✨ Did you know? You can use AI Drafts on the go by creating a manual workflow that includes the Generate an AI Draft action.


Compose and Collaborate

  • Start a new conversation: From any inbox, tap the New Conversation icon to create a message. Note: Phone Notes are not yet available on mobile.
  • Send replies: Tap the reply arrow in a conversation.
  • Add notes: Leave internal notes with @mentions for teammates. More about that here: Use @mentions in Notes.
  • Additional editor actions: Schedule a Reply to Send Later, assign, update custom fields, snooze, tag, use saved replies, or add attachments.

Bulk Updates

  • Select multiple conversations: Long press in the list (or tap the checkbox on iOS) to tag, assign, change status, snooze, move, or delete in bulk.

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