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.
Navigating the app
View an Inbox and folders
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.
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iOS
Tap on Unassigned at the top to view all folders and select another. |
Android
Tap the Help Scout logo in the top corner to choose other folders or another Inbox. |
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.
Search for conversations
Tap the magnifying glass, from the dashboard on iOS and folder view on Android, to start searching. Results will show all conversations with the matching keyword.
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Refresh conversations and folders
Swipe down in a folder view to load new conversations, or in a conversation to load new replies, notes, and other updates.
View more details about conversations
Tap on the top of the conversation to reveal more details. This shows the assignment, status, and time stamp.
View customer profile
Tap on the customer avatar to open the profile to review the customer profile right from a conversation. There you can find their profile data, properties, and previous conversation history.
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Communicate and Collaborate
Compose messages
Use the editor to create new conversations, replies, notes, or forwards on the mobile app.
Set the assignee, status, custom fields, tags and snooze or schedule the conversation. Customize your email by using saved replies, add attachments, and use text formatting options available at the top of your keyboard.
Set the To, Cc, and Bcc fields, as well as schedule the email to send at a future date and time, when creating a new conversation, reply, or forward email.
Send a reply
Tap into a conversation then tap the Reply arrow at the bottom. Compose your message, fill in the relevant information and tap the blue Send button when ready.
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Schedule a reply
Tap the Send Later row when composing a reply, forward, or new conversation and use the suggestions or calendar option to set the time and date for the message to send. Select a date and time and choose one of the Send Later Settings:
- If no reply — if a customer replies, the schedule is cleared. This is the default setting.
- Regardless — regardless of whether a customer replied, the scheduled message persists on the conversation
When you’re ready tap the green Schedule button.
Tap into any conversation with a scheduled reply, and you'll see a green bar on the left side indicating this reply is scheduled in the future. You'll also see at the top of the thread who scheduled the message and when it will send. Tap the options menu (the 3 dots) next to the time. You'll find 3 options:
- Send now — Sends the reply now and removes the scheduled time.
- Edit — Edit the reply and/or the scheduled time to send. You can also Unschedule the thread when editing.
- Delete — Delete the scheduled reply. No reply will be sent to the conversation.
More about these options in general can be found here: Schedule a Reply to Send Later.
Add a note
Tap the note icon while in a conversation to add a note to it. Use @mentions to tag in your teammates. More about that here: Use @mentions in Notes.
Start a new conversation
Head into the inbox where you want the new conversation to appear and tap the New Conversation icon to create a conversation. The composer will open where you can add the customer information, conversation details, subject and message. Note: Phone Notes are not yet available on mobile.
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iOS
Tap the folder name to bring down the menu, and find New Conversation at the bottom. |
Android
Tap the New Conversation icon in the top left corner of any folder list to send a new email. |
Forward a conversation outside of Help Scout
When in a conversation, tap on the … icon then select Forward. Complete the required fields and tap the blue Forward button when you are ready to send.
View details of bounced replies
You’ll find bounced conversations in the Needs Attention folder with a Bounced label. Tap into the conversation and look for a red banner above a thread that says This email could not be delivered. Tap the Details link in that banner to see the exact error that we received when we attempting to send the reply. Bounced threads can be managed from the web experience, you can learn more in Troubleshooting Conversations in Needs Attention and Bounces: Bounce showing in the Needs Attention folder.
Take action on conversations
Change status or assignee
There are three ways to change the status or assignee of a conversation.
- On a conversation, tap the Status icon (the flag) or Assignee icon (the person) in the header then select the relevant status or assignee.
- You can select Status and Assignee that will be applied to the conversation when the thread is added in any reply, note, or forward.
- Select multiple conversations from the list view and change the status or assignee in bulk by tapping the Status or Assignee icon in the header.
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Snooze
There are three ways you can Snooze a conversation
- Select the Snooze icon from the more actions menu […] in the header of a conversation
- Select Snooze from the editor when composing a reply, note or forward
- Select one or more conversations from any inbox list view, then choose the Snooze icon
Choose the time you wish to reactivate the conversation by choosing from one of the suggestions, or using the calendar to pick the exact date and time. After selecting a date and time, choose one of the Snooze Settings:
- If no reply — if a customer replies, the snooze is cleared. This is the default setting.
- Regardless — regardless of whether a customer replied, the snooze persists on the conversation
To clear or adjust an existing Snooze, tap the Snooze banner at the top of the conversation, tap Remove Snooze or make your edits to the date/time and tap Update Snooze.
Read more about the Snooze feature in general at Snooze Conversations.
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Run Manual Workflows
Apply a manual workflow to a single conversation or as a bulk action.
- Single Conversation Tap into the conversation and choose the lightning bolt icon in the header to activate the dropdown menu. Choose the workflow you want to run from that list. Simple — two taps and the manual workflow takes care of the rest!
- Bulk Action: Select multiple conversations in a list view, tap the lightning bolt dropdown from the header, and then choose the manual workflow to run.
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 leverage the power of AI Drafts on the go. Simply create a Manual Workflow that includes the Generate an AI Draft action. When working from the mobile app, run the workflow on a conversation to create AI Drafts where helpful.
More information on manual workflows can be found in Manual Workflows.
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Add Tags
Tap the Add tag icon to get started. As you type, you'll see a drop-down with existing tags that match what you're typing. Tap on a tag from that list to select it, or select add tag in the drop down to create a new one. You can add tags to individual conversations, or in bulk from the list view.
Add Custom Fields
Custom Fields can be viewed in a conversation by expanding the custom fields box at the top of a conversation. You can fill in or edit existing custom fields when creating a note, reply or forward.
Bulk actions
Long press a conversation in the list while in an Inbox to tag, assign, change the status, snooze, move or delete multiple conversations at once. On iOS, you can also tap the checkbox at the top right of the screen to activate bulk selecting.
Move conversations between Inboxes
In a conversation, tap on the … icon then select Move. Next, select which Inbox you would like to move the conversation to. A confirmation modal will appear, tap ‘OK’ to move the conversation.
Follow conversations
Tap on the … icon then select Follow while in a conversation. You'll see a confirmation message stating that you are now following that conversation. Tap on the … icon then select Unfollow to stop following a conversation.