Beacon articles now expand when opened
Articles in Beacon now expand to full size when opened, providing more space for customers to view images, videos, and other content. The widget returns to its original size when closed.
Articles in Beacon now expand when opened, giving customers more room to view images, videos, and more. When closed, the Beacon returns to its original size.
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.