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  • Chat With Customers

    You've got a Beacon installed on your web based app or website and have all the settings configured, now let's get to chatting! If you've not gotten Beacon installed on your site yet, take a look at

  • 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

  • About the Docs Editor

    Our Docs editor makes editing articles a breeze for anyone, no coding skills necessary. This article covers the basics of using the Docs editor to create and edit your Docs articles. The Docs editor

  • Create and Manage Inbox Signatures

    Signatures in Help Scout work just a bit differently than you're most likely used to seeing in traditional email clients. A signature belongs to an Inbox in Help Scout, rather than a User — all

  • AI Drafts

    AI Drafts allows your team to leverage the power of OpenAI's GPT-5.1 to generate replies to your customers in a draft state, learning from previous conversations and Docs articles in your Help Scout

  • Collaborate with Your Team in the Inbox

    For support teams, responding to customers who write into your support queue is often a collaborative task. Navigating a shared support mailbox means paying attention to what you’re doing, while also

  • What's New With Company Management

    NEW Whether you call them accounts, clients, or organizations, your customers often work as part of a larger team. And when you’re supporting multiple people from the same company, it helps to have

  • Help Scout for Property Management

    In property management, communication is constant—and often chaotic. Between tenant maintenance requests, leasing questions, owner updates, and vendor coordination, your team is fielding messages

  • What is Self Service?

    For many, business is global now, and your customers need help round the clock. However, it's most likely your team isn’t online 24 hours a day, so there’s no way customers to get immediate help from

  • Customize Content Suggestions in Beacon

    Display specific help content to your customers depending on the page they visit. Choose from the Docs articles connected to your Beacon, or from the external links of your choice. In this article

  • Categorize Conversations Automatically With AI Topics

    BETA Support teams engage with thousands of conversations every day. Understanding what your customers are talking about at scale usually requires manual tagging, which can be time-consuming and

  • Add Beacon to Your Website or App

    Beacon provides on-demand answers to questions, chat, and an email contact rolled into one helpful widget. To add Beacon to your website or web based app, just create a new Beacon or grab the

  • Scout Best Practices

    Scout is a powerful tool for helping your customers get quick, accurate responses via chat and email — but the experience you deliver depends on how thoughtfully you set it up and maintain it over

  • 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

  • Manage Scout Sources

    Knowledge sources are where Scout finds the information it uses to answer customer questions. You can connect a Help Scout Docs site, add public web pages and files, and add short pieces of text that

  • 5 Healthcare Best Practices for Maximizing Help Scout

    We talk to a lot of users in the healthcare space, and see a few different ways those folks get the most use out of Help Scout. With every company working slightly differently we won't go into

  • 5 Education Best Practices For Maximizing Help Scout

    Through conversations with users in the education space, we see a few different ways those folks use Help Scout. Since every school or university is different we won't go into specifics here, but

  • Advanced Beacon Customization

    You can easily add Beacon to your website or web based app with the default embed code — all you have to do is copy and paste. That adds the widget to your page, you can adjust the basic look and

  • Control Access to a Docs Site With Restricted Docs

    There are many reasons you might want to have a Docs site that isn't open to the public, but is viewable by the people you choose to let in. The new restricted Docs feature introduces the option to

  • Enable External Forwarding in Microsoft 365

    When setting up forwarding from Microsoft 365 based email to Help Scout, you may need take an additional step to complete the process. Microsoft 365 accounts default to block automatic email

  • Help Scout for Finance

    Reliable and accurate communication is necessary for companies across a variety of businesses that are within the finance field. Whether you're a banking institution, provide tools that assist

  • Bounced Email Troubleshooting Wizard

    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. Below we offer up a troubleshooting wizard

  • Get Started With Messages

    Messages is a feature that allows you to surface targeted messaging when and where you want it. Messages can help you meet goals like increasing engagement with clients and customers, putting helpful

  • Self Service for Healthcare

    While a lot of communication needs with clients and patients require the utmost privacy due to HIPAA requirements, some basic questions can be answered without violating privacy laws. However,

  • Why a Knowledge Base Matters

    How do your customers get the help they need? Some will opt to work directly with your team via email or live chat support. Others will prefer finding the answers on their own at anytime without

  • About the Chat Shortcut Menu

    The action is right at your fingertips while you're in a chat, allowing you to quickly access the information and tools need to help your customer, without leaving the keyboard. Type a slash (/) in

  • Introducing Scout

    Scout is Help Scout's AI agent designed to resolve customer conversations across Beacon and email while keeping your team in control of the customer experience. Evolving from AI Answers, Scout unites

  • Connect FullStory With Help Scout to See Sessions in the Sidebar

    FullStory lets you watch DVR-like video playback of a user’s session on your website. Support and product teams get unique insight into what happened before, during and after a user filed a support

  • Help Scout and HIPAA

    Help Scout maintains ongoing compliance with the U.S. Health Insurance Portability and Accountability Act (HIPAA) and is able to process, maintain, and store protected health information for any

  • 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

  • Help Scout for Agencies

    Visibility into all communication with clients and the statuses of projects is a core need of any agency or consultancy. It is imperative that everyone across the company has access to all of the

  • 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

  • Keyboard Navigation

    A command palette and keyboard shortcuts provide a quick and easy way to move around Help Scout. In this article The Command Palette Turn Off Keyboard Navigation Keyboard Shortcuts - Image List

  • Beacon Cross-device History Security Options

    Customers can see their support history in Beacon. The history will show under Previous Conversations on the Ask tab of your Beacon when available. What shows in the history will depend on the

  • Move From Zendesk to Help Scout

    Help Scout's built in Import2 feature allows you to import your entire ticket history (and the customer profiles associated with those tickets) from Zendesk into Help Scout. Before you start an

  • 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

  • Help Scout for Healthcare

    Medical offices and other healthcare practices have a lot of moving parts. Appointments, test results, treatment services, inquiries about overall care, a lot of incoming messages are received daily.

  • Manage Beacon Contact Settings

    Beacon comes with a handful of settings that let you control how your customers get in touch. You might want to use a Beacon with Docs only, just a contact form, or with chat and a contact form.

  • Docs Article Satisfaction Ratings

    Article satisfaction ratings allow your Docs site visitors let you know how helpful your knowledge base content is with a single click. You can use this information to fine tune your Docs articles

  • Manage multiple Docs sites

    You might want to create different Docs sites for each of your products or brands. This article talks about creating and managing multiple Docs sites. In this article What is multi-site support?

  • Troubleshoot Email Delivery Issues with Google Groups and Help Scout

    If you're using a Google Workspace Group (formerly known as G Suite) to forward emails to your Help Scout Inbox, troubleshooting email delivery issues is a bit different than it is with other email

  • AI Summarize

    AI Summarize will give you a summary of a conversation with a single click and is an OpenAI powered tool to help your team focus on providing top-notch support. AI Summarize is available to all users

  • Use Your Own Custom Domain With Docs

    Your Docs site comes with its own URL that's your Sub-domain at helpscoutdocs.com. By default, your first Docs site's Sub-domain is your company name, and company-name.helpscoutdocs.com the address

  • Auto-forward From Zoho Mail to Help Scout

    Zoho Mail is a hosted business email service that supports custom domain addresses and integrates with the broader Zoho productivity suite. This guide will help you set up automatic forwarding from a

  • Create and Manage Teams

    The Teams feature allows you to define groups of Help Scout Users that work together on conversations, allowing large teams to collaborate within smaller groups. Teams folders give quick views of

  • Docs SSL

    HTTPS is a modern encryption protocol that creates a secure connection between your browser and the sites you visit. Our goal is to provide HTTPS (SSL) connections by default for all Docs sites. In

  • 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

  • Challenges With Forwarding Your Personal Address

    We love that you’re finding Help Scout so useful for your team’s email! While it might be tempting to route all of your email through the app, Help Scout isn’t meant to replace your personal inbox.

  • Auto-forward From Bluehost to Help Scout

    1 First things first: You'll need to connect your custom email address to your Help Scout Inbox. Check out Connect Your Custom Address for help there. Make a note of the Inbox Address — that will be

  • Connect Kickstarter With Help Scout

    Help Scout has a built-in integration that funnels all your customer messages from Kickstarter neatly into your Help Scout Inbox. There's no need to set up anything on the Help Scout side aside from