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  • Learn about Help Scout Docs

    Docs is our knowledge base or help center product that allows you to empower your customers to find answers to their frequently asked questions, or simply to find more information about your company.

  • Connect Mixpanel With Help Scout for Advanced Analytics

    Mixpanel is an advanced analytics platform that enables web and mobile applications to measure any action, connect each action to a real person and leverage the data to provide customers with a

  • When to Set up a New Inbox

    Help Scout makes it easy for your team to manage all your shared email addresses (e.g., support@domain.com, marketing@domain.com, billing@domain.com, etc.) from a single dashboard. Instead of hopping

  • 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

  • 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.

  • Enable SSO with Azure AD 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 Azure AD. For

  • Enable SSO with OneLogin as the Identity Provider

    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 OneLogin. For more

  • 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

  • Create a Banner Message

    Use a banner Message to get your customers' attention with a quick note or alert and a call to action across the top of your site or web-based app, above your regular content. Greet your customers by

  • Create a Modal Message

    NEW A modal Message will show over your regular site or web-based app's content, allowing you to place a notice front and center that has to be clicked or dismissed to continue. Use a modal Message

  • Create a Standard Message

    You can get really creative and specific with Messages in terms of who sees what Message when. There are many options to explore — get creative and experiment! If you're looking for ideas on other

  • About Light Users

    A Light User is a Help Scout role with limited access. Light Users can view information and collaborate with your team, but they can’t reply to customers or manage conversations. This article

  • 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,

  • Beacon + Docs

    A knowledge base is a collection of helpful articles, guides, and FAQs designed to give customers the answers they need—without having to reach out to support. It acts as a self-service hub where

  • Automate Your Inbox

    Many of us are being asked to do more with less, no matter what type of business we work in. Like those of you who work in e-commerce, customers might be buying from you in greater volumes than ever.

  • Billing and Plans Guide

    Help Scout offers several different plans with different features and limits, as well as add-ons that are available to specific plans, allowing you to choose the plan and extras that meet your needs.

  • Create an NPS® Message

    Messages allows you to run Net Promoter Score (NPS®) surveys with clients and customers. Add your NPS Message to any Beacon that's been implemented with identify to easily find out if your customers

  • Create a Microsurvey Message

    Messages offers the option to conduct customer-engaging microsurveys wherever you've installed your Beacon. From a quick thumbs up or thumbs down poll, multiple options to choose from, or even free

  • 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

  • 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

  • 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

  • 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

  • Connect HubSpot With Help Scout to Manage Customer Data

    HubSpot is the marketing hub for your business, giving you the ability to manage customers, send emails, create content and track opportunities. Connecting HubSpot with Help Scout keeps your

  • Connect Slack With Help Scout to Get Notifications in Slack

    Slack brings all your team communications into a central hub. In addition to group chat and instant messaging, Slack integrates with many of the services you use every day and posts automatic updates

  • Style Your Message

    Messages, the proactive messaging feature built into Beacon, offers a number of formatting and style options so you can get creative and really catch some eyes! Add a video or image, format the text

  • Connect Help Scout with Super SLA to Manage Service-level Agreements

    Super SLA is advanced SLA (service-level agreement) reporting & alerting that works seamlessly with Help Scout. Use it to create simple or complex SLA Rules, get alerts via SMS, phone, or email

  • Connect Help Scout and Mailchimp to See List Subscriptions in the Sidebar

    Mailchimp is an email marketing service used by companies large and small all over the world. Their product has everything your business needs to manage an email newsletter, and they give you great

  • 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.

  • Auto-forward Google Workspace Aliases to Help Scout

    If you are using aliases (alternate email addresses) at Google Workspace to handle your group email addresses, you can split the email sent to each alias into different inboxes at Help Scout using

  • 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

  • Reports: SLAs

    The SLA (Service Level Agreement) report gives you visibility into how well your team is meeting its targets. Use it to track compliance over time, spot which policies have the most breaches, and

  • 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

  • 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

  • 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 Scout Roles

    Roles tell Scout how to talk to your customers. A role describes your brand’s voice and tone, gives Scout instructions on what to do and what not to do when it replies, and tailors replies to the

  • Connect Jira With Help Scout to Link Conversations and Issues

    Jira helps you track and resolve bugs and other issues with powerful workflows, planning features, and comprehensive search — giving your team full control of the end-to-end development of your

  • 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

  • Contact and Company Properties

    Company and Contact properties let you capture and show the details your team cares about. You choose which properties to track, add the information to Help Scout manually or programmatically, and

  • About Annual Payments

    Whether you're on the Standard or Plus plan, you can choose to make an annual payment which gives you a discount on the per User per month cost. This article will explain everything about annual

  • Help Scout's Inbox API, Docs API, Beacon JavaScript, Apps, and Open Source Tools

    Help Scout offers many integrations right out of the box, but there are lots of other apps out there in the world that you might want to connect — maybe even some your team has built for yourselves.

  • Troubleshooting Inbound Email Delivery Issues

    Inbound email refers to email being sent by other parties to your Help Scout Inbox. This includes all emails being sent to the custom address you've connected to Help Scout, any aliases you're also

  • Customize Your Docs Site

    Docs allows you to manage your knowledge base or help center content right from Help Scout. Out of the box, Docs has a sleek and clean look with some customization built right into Docs settings and

  • Automatic Workflows

    Automatic workflows allow you to automate tasks — from internal tracking and organization to sending automatic replies or notifications — so your team has more time to focus on taking care of your

  • Connect Salesforce With Help Scout

    The Salesforce integration keeps teams working in Help Scout and Salesforce connected about customer communications across systems. There are two sides to the integration: the Help Scout app (pulls

  • 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

  • Google, Microsoft, and Yahoo Email Authentication Requirements

    Google, Microsoft, and Yahoo require that all email sent to recipients using their email services — anyone using Google Workspace, Gmail, Microsoft 365, Outlook.com, or Yahoo Mail — passes standard

  • 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

  • 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

  • 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

  • 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