megachangelog
Feature

AI Agents now support Google Docs and Sheets as knowledge sources

AI Agents can now use Google Docs and Sheets as knowledge sources, allowing your AI to stay synchronized with documentation your team already maintains. Add any shared Google Doc or Sheet as a knowledge source.

AI Agents now support Google Docs and Sheets as knowledge sources, so your AI can stay in sync with the docs your team already uses.

Add a Google Doc or Sheet as a single source, make sure it’s shared with “anyone who has the link”, and your AI Agent will keep answers up to date as the content changes.

aiagentsgoogle-docsknowledge-baseintegration

Source: original entry ↗

More from Help Scout

Follow Help Scout to get its new changes in your feed and email digest.

Improvement

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.

uiconversationssidebarux
Feature

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.

companiesconversationsvisibilitysupport
Feature

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.

smstwiliochannelsintegrationscustomer-support
See all Help Scout changes →