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• Manage Scout Exclusions

  Exclusions tell Scout which topics it should not try to answer itself. When a customer’s question matches an exclusion, Scout escalates the conversation to your team right away. Use exclusions to set

• Connect Nicereply With Help Scout to Gather Feedback

  Nicereply is a customer satisfaction survey tool built for support teams. Once connected, you can measure customer satisfaction via a survey at the bottom of every email or trigger it after resolving

• About the Waiting Sort

  The column Waiting in the folder views aims to give you a quick and accurate read out of how long customers have been waiting for a reply. In most folders across the app, Waiting is the default sort

• Add the Messenger Channel to Help Scout to Manage Facebook Conversations

  Make meeting your customer where they are easier to manage — connect the new Messenger channel and bring the conversations customers start from your Facebook Page(s) into Help Scout. Your team can

• Merge Multiple Conversations From One Contact

  Sometimes you'll have multiple conversations that you want to merge together to handle at once — perhaps your customer emailed you several times about the same thing before you had a chance to

• Connect Keap to Help Scout to View Information in the Sidebar

  Keap, formerly known as Infusionsoft, is a popular small business CRM tool that allows users to organize contacts, automate marketing and manage eCommerce inventories all in one place. Help Scout's

• Add the Instagram Channel to Help Scout to Manage Instagram Conversations

  Make meeting your customer where they are easier to manage — connect the new Instagram channel and bring the conversations customers start from your Instagram Business Account(s) into Help Scout.

• Locked Conversations from Messenger or Instagram Channels

  Conversations that come into Help Scout from Messenger on Facebook or Instagram will show that they are locked in some instances. You will not be able to reply to those conversations from Help Scout

• Capsule

  Capsule is a web-based CRM that helps you track the people and companies you do business with. It's a great tool for tracking conversations (like the ones in Help Scout and elsewhere) and

• 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

• Introducing Scout, a Part of Envoy

  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

• What Happens When You End a Live Chat

  When a live chat ends, two key things happen: Help Scout creates a conversation in the Inbox, which includes the full chat transcript and any internal notes. You can follow up with the customer by

• Schedule a Reply to Send Later

  Ever want to write a reply late at night, but don't necessarily want your customer to know that's when you were replying? You can schedule a reply to send later, letting you do the work when you have

• 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

• Connect Olark With Help Scout to Get Chat Transcripts to Your Inbox

  Olark Live Chat is an easy-to-use live chat platform for your website. Simply copy-and-paste the embed code they provide, and within minutes you can be talking to customers who are browsing your

• 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

• 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

• Snooze Conversations

  Snooze a conversation and set a specified date and time for the conversation to reappear with an Active Status. Snooze is available for all users on all current plans. Not using Inbox yet? Learn how

• Get Started with Automatic Translations

  Support customers in any language — right inside Help Scout. When Automatic Translations is enabled on a Beacon, customer messages are automatically translated into your team's language, and your

• 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

• Write Docs That Work Well With Scout

  Scout works best when your Docs are clear, consistent, and easy to follow. If Scout misses details or uses the wrong context, you can update your articles and refine results over time. This guide

• Connect Linear With Help Scout to Link Conversations and Issues

  Has your team made the leap to Linear for tracking development? Awesome choice! Now, we’ve got something to make your workflow even better. Say hello to our shiny new Linear and Help Scout

• 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

• Data Export Options

  In this article In-app Export Options Additional Export Options In-app Export Options Reports Reporting data for selected reports (All Channels, Email, Company, and Happiness) is available to be

• 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

• Connect WooCommerce and Help Scout

  WooCommerce is a popular and comprehensive plugin for WordPress that allows you to get fully-functioning eCommerce sites up and running within minutes. Manage payments, shipping, inventory, store

• 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.

• Manually Forward Email to Help Scout

  Every now and then, you might get an email in your inbox that needs to be a conversation in Help Scout. All you have to do is forward the email from your personal mailbox to your Help Scout Inbox,

• Private Collections and Articles for Internal Users

  Sometimes you just want to have some Docs stashed away for your teammates' eyes only. This article is all about Private Collections and how helpful they can be for your team internally. In this

• 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

• Onboarding Checklist

  Have you been added as a new user on your team's Help Scout account? This guide is for you! Want to watch a 20 minute video overview to get up and running? We've got you covered! Or if you'd rather,

• 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

• 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

• Move Conversations to Different Inboxes

  Moving conversations from one Inbox to another is helpful if a customer accidentally emailed the wrong inbox address, or if you're just passing the conversation over to a team member who works in a

• 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

• Connect Snap Engage With Help Scout to Get Transcripts in Your Inbox

  Snap Engage is a simple plug-and-play live chat you can embed on any website. For users, it integrates directly with your IM program of choice (Gtalk, Skype), meaning you can chat with customers from

• Forward Email Aliases to an Inbox

  An alias in Help Scout is any email address other than your custom address that automatically forwards messages to your Help Scout inbox. If you've got multiple addresses that auto-forward, you want

• 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

• Prevent Duplicate Replies With Collision Detection

  Have you ever had two people respond to an email at the same time? That's definitely not a good look, and it means your team is doing extra work. In Help Scout, Collision Detection steps in if

• Connect Pipedrive with Help Scout to View CRM Data in the Sidebar

  Pipedrive is a web-based CRM that helps you track the progress and details of all the deals in your sales pipeline. You can use and customize Pipedrive to monitor the activities planned to help close

• 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. In this article Forward a Conversation Keep Track of Forwarded Conversations Forward a

• Follow a Conversation

  The Follow feature lets you subscribe to a conversation to keep tabs on all of its updates, and is available on the Standard and Plus plans. This article talks about how to follow or unfollow 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

• Connect Hively With Help Scout to Gather Feedback

  Hively is a great way to measure customer happiness. With Hively's snippet embedded in your signature, customers can rate your response with just one click. This article will guide you through

• Company Profiles and Company List

  NEW Two new features are here to help you zoom out and see the bigger picture: company list and company profile. The company list gives you a bird’s-eye view of all the companies your customers are

• Home Page Layout Options

  When it comes to your Docs site, there are two different options for setting up the layout of your home page: Most Popular Articles or Categories. Each have their own unique look and advantages, and

• Manage Beacon Docs Settings

  From the main Beacon settings page, click Docs in the left navigation menu to access the Docs settings. Here we'll discuss the different options for Docs in Beacon! Basic Settings Enable Docs Enable

• Saved Replies For Chat

  A saved reply is a snippet of text that can be quickly added when chatting with a customer. Using saved replies is a great way to tackle issues that require a standard or simple response. You must

• Connect GitHub With Help Scout to Link Conversations to Issues

  Link customer conversations to development issues in a snap, whether you're squashing bugs, gathering feedback, or keeping everyone on the same page. This guide will show you how to connect Help