A Faster Way to Edit Contacts
You can now update contact details directly from conversations, allowing you to stay focused on customer interactions without leaving the current view. Click a contact's photo to start editing.
Now you can update contact details alongside conversations so you can stay focused on what matters most—your customer. ✏️ Click a contact’s photo to start editing.
Source: original entry ↗
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Conversation Sidebar Redesign for Better Customer Context
The Conversation Sidebar was redesigned to make customer context easier to access. Conversation details like status, assignee, SLA, Topics, and Sentiment are now displayed alongside customer information for quick reference.
Bring Company-Wide Support Into View
Help Scout now provides a unified view of all support conversations from a single company across multiple contacts, so teams can see the complete picture of issues including billing questions from Finance and product issues from other departments.
Support customers over text with Twilio SMS
Help Scout now integrates with Twilio to enable two-way SMS conversations. Users can connect their Twilio number and manage SMS exchanges directly from the shared inbox alongside email, chat, and social channels.