megachangelog
Feature

Automate Actions by Company

You can now use company as a workflow condition to automate tasks or prioritize conversations based on who's reaching out. This feature is available on Plus and Pro plans.

You can now use company as a workflow condition to automate tasks or prioritize conversations based on who’s reaching out. No more workarounds!

Available on Plus and Pro plans. 

Learn more about automatic workflows here.

automationworkflowsroutingconversations

Source: original entry ↗

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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.

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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.

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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 →