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• 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. In this article Navigating the App Work with Conversations Take

• AI Resolutions Pricing

  Envoy's Scout helps your customers get accurate answers fast by combining all your knowledge sources into one AI-powered experience. It’s available in all Help Scout plans. Customers who are new to

• Custom Fields Templates and Scenarios

  Custom fields are powerful and useful tools to help you organize and prioritize conversations in your Inbox. Here are some examples that you're welcome to copy, change up, or simply admire. Custom

• Help Scout Free Plan

  Help Scout’s free plan is a great way to get started with delivering exceptional customer service at no cost. Whether you’re a small team or just starting out, the plan offers a robust set of tools

• Help Scout for Logistics

  Logistics companies rely heavily on communication to manage both customer communication and internal operations. Customers may have questions on their shipments confirmations, seek delivery updates,

• AI Drafts Pricing and Billing

  AI Drafts is our feature that allows you leverage the power of AI to generate draft emails to your contacts. Note that this article applies to legacy user-based billing plans only. AI Drafts is

• Mobile Beacon Examples

  Add Beacon to your mobile app to make it quick and easy for your customers to reach you without leaving your app. Just point your app development team over to the Beacon for Mobile developer

• Understanding Reports in Help Scout

  Now that you're well on your way to providing your customers with an excellent support experience, it's time to grab a cup of coffee and take a peek at our handy Reports feature. Help Scout provides

• Import Emails or Tickets Into Help Scout

  Moving to Help Scout is easier than ever — we've partnered with Import2 to offer an easy way to import emails or tickets from a number of providers, allowing you to have quick and easy access to your

• Export Reporting Data

  Need raw data for more analysis? You can export your reporting data on demand. Export options are available for the All Channels, Email, Company/User, and Happiness reports. In this article Generate

• Understand Conversation Icons and Colors

  Pictures are worth a thousand words they say, and Help Scout uses icons and colors to give you a lot of information in a quick glance. Here we'll break down the icons and colors that you'll see in a

• Measuring Success with the Company and User Report

  When you’re leading a customer support team, you're not just handling emails—you're steering the ship. Your team is the face of the company, interacting directly with customers and solving problems

• Troubleshooting Outbound Email Delivery Issues

  Outbound email refers to the emails that you send from Help Scout — whether it's a reply to an ongoing conversation, a new conversation you've started, or even email sent via Workflow or Auto Reply.

• Troubleshooting Conversations in Needs Attention and Bounces

  In email-speak, a bounce happens when your recipient's server rejects your email — meaning the email you sent to your contact won't make it to that contact. NEW Give our new Bounced Email

• Messages Pricing

  Messages — the proactive messaging feature in Beacon — is included in all current plans for up to 2,000 unique viewers a month for no additional charge. There is tier based pricing that applies for

• Forward Your Shared Email in to Help Scout

  Set up email forwarding from your current email provider to your Help Scout Inbox address. In Help Scout, go to Settings (gear icon) > Inboxes > [Your Inbox] > Connect Email & Social to set your

• Manage Your Contact-based Plan

  Help Scout offers several different plans with different features and limits, allowing you to choose the plan that works best for your team's needs. Each plan has a number of contacts helped included

• About Default Folder Views in Help Scout

  Each Help Scout Inbox has 5 built-in folder views that will always show, along with a few special folder views that will appear when you need them. In this article we'll explain what you see in each

• Use Conversation Lock to Prevent Re-opening Old Conversations

  Have you ever had a customer reply to an ancient conversation? Conversation lock prevents new updates to old conversations. This keeps old conversations from surfacing to the top of the queue again.

• Categorize Incoming Email

  Sometimes as people who work with customers, we may take one look at our inbox and instantly feel overwhelmed. Fifty new emails came in since the last time we looked and we have no idea what they

• Column Management

  Column management allows you to choose which columns to display in list views. You can add and remove columns, reorder them, and decide whether to show tags or customer photos. Make the list view

• Review Scout Conversations

  Scout reports show how many conversations Scout handles, how often it resolves them, and how customers rate their experience. Start with an overview of every channel Scout works in, then open a

• Manage Your User Profile

  Add the personal details that make your Help Scout account uniquely yours in your user profile. This article will walk you through how to edit your profile and all of the options available. In this

• Connect Shopify With Help Scout to View and Work With Orders in the Sidebar

  Shopify provides your business with everything needed to start selling online. You have full control over the design of your store, can accept secure payments for your business, and have access to

• Work With Beacon Modes

  The Mode feature controls how site visitors interact with your Beacon. You can guide folks to get in touch right off the bat, or encourage self-service first, or just start with a more neutral

• Send Contact Form Submissions to an Inbox

  A Beacon can be used as a contact form to add to your site or app. If you prefer to use a third-party contact form, then it is easy to keep track of contact form submissions by directing those

• Connect your AI Agent to Help Scout via MCP

  Help Scout MCP gives AI assistants secure, official access to Help Scout data. You can connect Claude, ChatGPT, Cursor, and your own internal AI tools directly to Help Scout to pull up conversations,

• 4 Logistics Best Practices For Maximizing Help Scout

  While chatting with different customers, we see a few ways folks in the logistics space use various portions of Help Scout. With every business being a bit different this doesn’t get into specifics,

• Create and Manage Contact Profiles

  Profiles in Help Scout are built automatically when a contact emails your support address for the first time. We'll also create a profile when you compose a new conversation on behalf of the contact.

• Guide to Switching Help Desks

  One does not simply wake up in the middle of the night and decide to switch help desks. It’s a process, and one that takes careful deliberation at that. Preparing to switch help desks happens well

• Reports: Email

  Our Email report measures efficiency working with email conversations. You'll be able to keep track of how your team is performing in terms of time spent addressing and responding to conversations.

• Workflow Conditions and Actions

  Workflows are composed of conditions (what you’re looking for) and actions (what you want to happen). This article lists all available conditions and actions. Workflow conditions Condition

• Reports: Docs

  If you're using Docs, your customers are likely reading through your help articles before getting in touch. The Docs report helps you understand what your customers are searching for, what they're

• Messages Actions, Events, Audience, and Schedule

  Messages Actions are the call to action you want to display to your visitor. Events define when to show the Message to your visitor. The Audience lets you control who sees the Message. Schedule

• What Is A Shared Inbox?

  When you first start your business, a Gmail or Outlook inbox is enough to manage communication with your customers. You do not have that many of them as you are just getting started, and generally it

• Reports: Chat

  The Chat report is all about seeing volume, efficiency, and team productivity when using Beacon with live chat over time. Note: The Chat report only appears in the menu if you've created a

• Connect Census with Help Scout for Data Analysis

  Census is a supercharged operational analytics tool that syncs data from your warehouse into all your business tools, allowing teams to act and automate with confidence. Their product makes it easy

• User Availability and Maximum Chats

  Beacon chat was designed with the customer experience in mind. Live chat is only presented as an option to your customers when a User is available to accept that chat. In addition to User

• Beacon and Ad-Blockers

  Customers using Beacon have reported that Beacon is sometimes blocked from loading when JavaScript blocking extensions (Adblock, NoScript, uBlock) are in use. This article talks about why Beacon is

• Enable SSO With Okta as the Identity Provider

  Enabling single sign-on (SSO) for your domain within Help Scout allows your Users to easily and securely log in to their accounts. This article will help you get set up if your IdP is Okta. For more

• Create and Manage Saved Replies for Fast Answers

  A saved reply is a snippet of text that can be quickly added to the editor when replying to a customer. Using saved replies is a great way to tackle those issues that require a standard or simple

• Respond to Email Notifications to Take Action in Help Scout

  Email notifications can keep you up-to-date with what's happening in Help Scout, even when you're not actively logged in to the app! This article explains how our email notifications work and what

• How Chat Assignments Work

  You might want to assign a chat to another team member if you need help, or if you’re done chatting for the moment. To assign a chat, click the Assignee icon, then select a new assignee. You can

• Explore Messages

  Say hello 👋 to Messages and proactively communicate with your customers and site visitors. Messages can be used anywhere on your website, without the need for additional heavy lifting by your

• Security at Help Scout

  Help Scout is committed to keeping your data secure, your private information private, and being transparent about our practices as a business. We are happy to work with our customers to answer any

• Manage Company Settings

  Company settings are where you manage the details of your entire Help Scout account. Here you'll find the options for company name, company timezone, security settings and more. In this article Edit

• Connect Campaign Monitor With Help Scout to See List Subscriptions in the Sidebar

  Campaign Monitor makes it easy to attract new subscribers, send them beautiful email newsletters and see stunning reports on the results. It's also a great tool for agencies to manage and white-label

• Connect Constant Contact With Help Scout to See List Subscriptions in the Sidebar

  Constant Contact is a tool for businesses to manage their email newsletter and customer marketing. Their suite of products not only includes email marketing, but also event registration, surveys and

• Edit Threads and Notes

  Each portion of a conversation in Help Scout is called a thread. A customer email that starts a conversation is the first thread, a Help Scout user reply would be a separate thread, and a note left

• Provide a Privacy Disclosure in Beacon Chat

  In some jurisdictions, you may need to take specific steps to set up chat functionality in accordance with applicable laws. While it’s your responsibility to make sure you’re doing so, we’ve made