Forward Conversations Outside of Help Scout

Forwarding a conversation is a handy way to converse with someone who does not have a Help Scout account.

Forward a Conversation

1

Click into the conversation you'd like to forward, click the 3 dots in the top menu bar, and choose Forward.

2

Enter the address of the person you'd like to forward the conversation to in the To field. Add the message you want to include to the forwarding recipient and click Forward to send it.

Keep Track of Forwarded Conversations

You will see a brand new conversation for the forwarded email, to keep the conversation between you and the forwarding recipient separate from the conversation between you and the original sender. 

The customer on the original conversation will not receive any notification that you forwarded the conversation nor will they be able to see any of the replies on that new conversation.

The new conversation, between you and the forwarding recipient, will have a link to the original conversation at the bottom of your message in Help Scout — that is not shown to the forwarding recipient.  

The original conversation will show that you forwarded it, along with a link to the new conversation.