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• 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

• 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

• 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

• 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 an Inbox Auto Reply

  Setting up an auto reply is a way to let your customers know you've received their email, set expectations, and send back more information before you reply in full. This article is all about how to

• 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

• 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

• Manage Docs Contact With Beacon

  Beacon is built into Docs, making it quick and easy for your customers to reach out via email or live chat if they need more help. Scout, Help Scout's AI agent, is built right in as well, allowing

• Supported Browsers and System Requirements

  Help Scout is a web based application that does not require any download or install for use on a computer with a supported web browser. Apps are available to download for use on iOS and Android

• 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

• Use DKIM to Help With Email Delivery

  DKIM stands for DomainKeys Identified Mail. DKIM allows the receiving email server to verify the authenticity of messages sent from your domain, which can help your emails to make it through spam

• Get Started With the Help Scout Mobile App

  👋 Welcome to Help Scout’s Mobile Inbox where you can stay connected and keep the conversation going with your customers, even when you're on the go. With our mobile app, you can easily respond to

• Connect Chatra With Help Scout

  Chatra is a live chat software that allows your customers to chat with you and have their questions answered in real time. Chatra enables you to engage proactively with your customers, facilitates

• 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

• Manage Scout Behavior

  Scout’s Behavior settings tell Scout about your company and the people it talks to. You can also choose how long Scout’s replies are, how formal they sound, and whether they include emoji. In this

• Merge Duplicate Contact or Company Profiles

  Sometimes customers reach out from more than one email address or communication channel. That can create duplicate contact profiles for the same person, or even multiple company records if they use

• Create a Smart Contact Form With Beacon

  Add custom fields to Beacon to offer your visitors a smarter contact form to touch base with you and set up automations based on the form selections. Custom fields is a feature available to Plus and

• Create and Manage Docs Collections and Categories

  This article will help you understand the basic organizational structure within Docs. You'll also learn how to manage collections and categories. In this article What Are Collections and Categories?

• Self Service for Logistics

  Logistics businesses have a lot of moving parts, and a lot of people to communicate with from customers to suppliers to shippers. But even though many of the emails you receive might need a

• Self Service for Ecommerce

  Ecommerce is a 24 hour a day business, but there are only so many hours in that day in which you are available to answer incoming questions via email. What if you could not only cut down on the

• 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

• 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

• 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 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.

• 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

• 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

• 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

• Use Routing to Automatically Assign Conversations

  Routing helps your team distribute conversations fairly and efficiently by automatically assigning conversations that land in the Unassigned folder to available teammates. Instead of manually

• 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

• 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

• 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,

• 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

• Self Service for Education

  Parents and students expect immediate answers to their questions, but there are only so many hours a day that you are available to answer questions via email. What if you could not only cut down on

• Translate Docs Words and Phrases

  Translate your Docs site into the languages that you customers need, using built in tools and/or integrations. In this article Translate Docs Phrases and Labels Translate Docs Article Contents Use AI

• 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

• Help Scout for Education

  Whether it’s managing IT issues, student inquiries, or coordinating staff support, keeping things running smoothly in the education field can be overwhelming. Currently you might find yourself using

• Manage Help Scout Notifications

  In this article Enable or Disable Notifications Notification Station Email Notifications Browser Notifications Mobile Notifications Chat Notifications HIPAA Compliance & Notifications (Pro Plan Only)

• 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

• 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