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303 articles found

• Content Security Policy (CSP) Settings for Beacon

  If your website or web-based app utilizes a Content Security Policy header and you would like to Add Beacon to Your Website or App, you will need allow additional sources for Beacon to work

• Create a New Beacon

  Beacon, our dynamic corner widget, seamlessly integrates live chat, Scout, Docs help, and proactive Messages — all in one convenient location! You must have the Messages & Beacons: Create, edit,

• 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

• Sort and Organize Docs Content

  This article is all about sorting collections, categories, and articles on your Docs site. In this article Sort Collections Sort Categories Sort Articles Sort Collections 1 Head over to Settings

• Use @mentions in Notes

  The @mentions feature allows you to ping another User or Team in a note on a conversation and send them a notification without having to assign it to them. This article is all about how @mentions

• Manual Workflows

  Manual workflows allow you to execute multiple actions on a conversation in just a couple of clicks. This can save your team time as well as ensure consistency across the team. If you're just getting

• 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

• 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

• 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,

• Add Beacon to a Squarespace site

  Squarespace is an all-in-one solution for anyone looking to create a beautiful website. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful widget you can plug

• 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

• 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

• Create a Modal Message

  NEW A modal Message will show over your regular site or web-based app's content, allowing you to place a notice front and center that has to be clicked or dismissed to continue. Use a modal Message

• Create a Standard Message

  You can get really creative and specific with Messages in terms of who sees what Message when. There are many options to explore — get creative and experiment! If you're looking for ideas on other

• Add Beacon to a Shopify Site

  Shopify is an ecommerce platform that has everything you need to sell online. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful widget you can plug right into

• 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?

• 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

• 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

• 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

• Host a Docs Stylesheet on Dropbox

  Docs gives you the ability to specify an external stylesheet, which can be used to modify the design of your public website. Check out Customize Your Docs Site for more information on how to set your

• 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

• 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

• 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?

• 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

• 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

• 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

• Popular Docs Styling Tricks

  Docs can be completely customized using CSS, but if you haven't spent much time designing websites, CSS can feel intimidating to start. Here are some easy copy+paste CSS examples for some of the most

• 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

• About Chat Notifications

  Notifications help you stay on top of new chats as you continue your work in other areas of Help Scout. In this article In-app Notifications Browser Notifications Sound Notification Troubleshooting

• 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

• Manage Your Status and Availability

  Status helps your team understand when you’re available in Help Scout. This article covers how status works, where you’ll see it, and how it affects routing and chat. In this article What is Status?

• Session Management

  Session management allows you to manage the devices that are currently logged in to your Help Scout account and Help Scout administrators to manage all users' sessions. Click your avatar or initials

• Mobile notifications

  Mobile notifications are helpful for keeping tabs on conversation updates while you're on the go. This article is all about how to set up and manage your mobile notifications in both the iOS 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

• Messages: Examples for Educational Organizations

  Use Messages to proactively communicate with current and prospective students, alumni, and general website visitors. The flexibility of Messages can help you increase engagement with your students,

• Assign Conversations

  Assigning conversations lets you give Users ownership of conversations within Help Scout, and easy access to see all that others are working on at any given moment. This article is all about

• 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

• Auto-Forward From a Microsoft 365 Shared Mailbox

  This guide applies to Microsoft 365 shared mailboxes — that is, mailboxes created without a full user license and therefore without direct login credentials. Only a Microsoft 365 administrator can

• Move Between Conversations With Redirect Options

  Redirect options in Help Scout refer to deciding where you land next after you have taken action on a conversation. Each Help Scout user can choose a different redirect option manually each time they

• Use HTML in the Docs Editor

  Our new Docs editor allows your team to make beautiful Docs articles without needing to work with HTML. We know that some of you are really comfortable with HTML and want to take on creating some

• Manage Spam and Unwanted Email

  Help Scout has its own built-in spam filter to save you the headache of having to sift through spammy emails and auto replies in your inbox. This article talks about how the Help Scout spam filter

• Docs API

  The full Help Scout Docs API documentation can be found here: https://developer.helpscout.com/docs-api/. Please check out our developer documentation for complete information, but the Docs API

• 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

• Inbox Views to Replace Workflow Folders

  As a part of our overall improvements to Help Scout, we'll be replacing workflow created folders with Inbox views. Inbox views allow you to sort and display conversations according to the criteria

• Create and Manage Tags

  Use tags in Help Scout for an easy way to add context to a message or keep track of certain topics in your Inbox. This article shows you how to add and manage tags. In this article Create Tags and

• 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

• How to use a Retina-friendly logo

  All Docs icons are already optimized for hi-resolution (aka "retina") displays. However, the logo is a bit more tricky. The logo uploaded in your Docs site Public Website Settings will be a little

• How to Fix Failed Searches

  When you see failed searches in your Docs report, it means people are searching for terms that don't match any articles. Use this metric to improve your Docs search and content. For more on the Docs