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  • 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

  • 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

  • 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

  • Google Workspace Integration for Google Single Sign-on (SSO)

    Installing the Help Scout app in the Google Workspace Marketplace allows you to connect your Google Workspace account to Help Scout. You can then securely log in to Help Scout automatically with your

  • Use Report Views to Filter Reporting Data

    Views are a simple and efficient way for you to filter conversation data within the reports built in to Help Scout. In most reports, you can choose to filter data by inbox, tag, folder, and/or custom

  • Consolidate Multiple Inboxes

    If you created 2 or more Help Scout Inboxes, but have decided that consolidating a couple of them (or all of them) into a single Inbox makes more sense for your team's flow, you can use Workflows to

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • User Roles and Permissions

    Help Scout offers 4 different user roles: the Account Owner, Administrators, Users, and Light Users. Plus and Pro plans can also set custom permissions on individual Administrators and Users. This

  • Set Up Scout

    Scout is the new name for the AI agent and AI chat in Help Scout. If you previously configured an AI agent, you can find your settings and details under Tools > Scout. Scout uses your knowledge

  • Docs Branding Examples

    Help Scout Docs sites can be customized to fit your brand and voice seamlessly. Below are some of the most creative examples of what's possible that we've seen, and we hope they inspire you when

  • Update Help Scout When You Change Email Providers

    If you are using shared email addresses from your own domain (e.g. support@yourdomain.com) with Help Scout and your organization changes email providers, you'll need to set up forwarding at your new

  • Help Scout for Good

    As a Certified B Corporation, our purpose is not only profit, but a positive impact for employees, communities, and the environment, which is why we believe in supporting organizations that share our

  • Get Your Email Into Help Scout

    If you are using your own domain email address with Help Scout, you will need to set up forwarding or redirection from your email provider to get that email in to Help Scout. You will be forwarding

  • Auto-forward From Google Workspace Using Routing

    Using routing at Google Workspace allows you to redirect an email address to Help Scout without going to a Gmail inbox first. This eliminates the need for an additional user at Google Workspace for

  • 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

  • Auto-Forward From Microsoft 365 Outlook to Help Scout

    Microsoft 365 email hosting uses Exchange Online to provide professional email with your own custom domain. This article will walk you through forwarding email from Outlook for Microsoft 365 to your

  • Auto-forward From a Google Workspace Gmail Mailbox to Help Scout

    Google Workspace is a full-featured business email platform that uses the Gmail interface. This article explains how to automatically forward all email from a standard Google Workspace user mailbox

  • Restricted Access for Russia and Belarus

    As of September 12, 2024, Help Scout will no longer provide access to users in Russia or Belarus due to sanctions put in place by the United States government. Accounts with billing addresses in

  • Add Analytics Code to Track Docs Visitors

    Web analytics show you a custom view of what's happening on your Docs site. It's helpful if you're wanting to track data such as page views, bounce rates, or the geographical location of your

  • DMARC and Help Scout

    DMARC is an email authentication standard that's used to help protect a domain from fraudulent email. A DMARC policy helps prevent spam or "spoof" emails that appear to be coming from your domain by

  • 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

  • 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

  • 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)