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303 articles found

• Add Beacon to a Wix site

  Wix allows you to create beautiful websites to showcase your business without much more effort than a drag and drop. Beacon provides on demand Docs, chat, and an email contact form rolled into one

• 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

• 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

• Use an Outlook Redirect Rule to Send Microsoft 365 Email to Help Scout

  If you don't have access to the new version of Outlook and you don't have the credentials to log in at https://outlook.com for your mailbox, you'll need to use a redirect rule in the classic Outlook

• 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

• Get Started With Workflows

  Workflows in Help Scout are similar to Gmail filters or rules in other email clients. Workflows are composed of conditions (what you’re looking for) and actions (what you want to happen). In this

• 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.

• Create and Manage Docs Articles

  Articles are key to the structure of your Docs site. We will discuss how to create and manage articles within your Docs site(s). By default, all Help Scout users have access to edit, publish, and

• 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

• 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

• Docs and Search Engines

  Stop Search Engines from Crawling Docs content Search engines can (and will) index your articles if your site is public. Add this bit of code to the Insert <head> Code section located on the Docs

• 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

• Control Access to Docs Using Beacon

  Beacon offers the option to use a private Docs site (where Site Visibility is off), making the Docs site visible through Beacon only. Install Beacon with a private Docs site anywhere you'd like — on

• 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

• Outgoing Email Settings

  After configuring your Help Scout inbox to use a custom email address, the Account Owner and Administrators with permission to the inbox can also adjust the Outgoing Email settings. Whether you

• 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

• 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

• Payments and Invoices

  The Account Owner and any users who have the Manage billing and plan changes permission can change your Help Scout subscription and payment method at any time at the Your Plan page. See User Roles

• 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

• 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

• How Article Popularity is Calculated

  Ever wonder how some articles tend to be listed as more popular than others on your Docs site? This article covers everything you've wondered about popularity rankings, and how those are determined.

• 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

• 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.

• 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

• 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

• 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

• Use FollowUpThen to Set Reminders

  FollowUpThen is a super simple email reminder service, and works wonderfully alongside Help Scout. All you need to do is add a specific FollowUpThen email address to the CC or BCC fields when

• 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

• 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

• 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

• 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

• Set Company and Inbox Hours

  Company Hours provide the default schedule for your inboxes. You can use that schedule to calculate response and resolution times and to send Auto Replies outside an inbox’s operating hours. Inboxes

• 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

• 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

• Legacy Plan Changes

  We work hard to ensure that Help Scout consistently improves and adds value for your team. As Help Scout evolves, so do the plans and pricing we offer. We aim to be transparent about any plan changes

• Add Beacon to a Webflow Site

  Webflow empowers designers to build professional, custom websites in a completely visual canvas with no code. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful

• 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

• 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

• About the Recently Deleted View

  Conversations deleted by a Help Scout user are still accessible via the Recently Deleted view for 15 days, unless manually purged. This allows you to quickly and easily restore a conversation that

• Customize Your Inbox Settings

  Each Help Scout inbox has its own distinct settings — customize your inbox to make it your own! This article will guide you through each of the inbox settings you find on the Edit Inbox page. Head to

• Transfer Account Ownership

  The person who originally signed up your Help Scout account is the Account Owner by default. Only the Account Owner can change plans and payment information by default and there is only one Account

• 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

• Auto-forward From a Google Workspace Group

  If you already have a Google Workspace (formerly known as G Suite) Group you've been using, you will need to add your Help Scout email address as a member of the group and you may need to adjust some

• Get Started with Live Chat

  It's just a few steps to get things set to start taking your first live chats through Beacon! In this article Enable Chat in Beacon Set Yourself Available Enable Chat in Beacon When you're ready to

• Add a Beacon to a Weebly site

  Weebly is a robust website builder with lots of great free templates for displaying your site. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful widget you can

• Create and Manage Docs Redirects

  A redirect is a way to send both visitors and search engines to a different URL from the one they originally requested. This might be another URL in your Docs site, or another address on the web.

• Beacon Embedded Articles

  Embedded Articles allow you to open a Docs Article via any link or button in your web-based app or website, where ever you may need it. There are four different attributes you can choose from to open

• Create and Manage User Accounts

  Users are members of your organization or team who have access to Help Scout. Account Owners and Administrators can create and manage all aspects of a user account. This article will cover all of the

• 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

• 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