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Feature

Filter Views by Company

A new company filter in Views lets Plus and Pro plan users quickly surface conversations with specific customer accounts or segments.

Keep an eye on specific customers with the new company filter in Views. Plus and Pro plans can now use it to quickly surface conversations with important accounts or segments. Create or edit a View to give it a try! Learn more about Inbox Views here.

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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.

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