megachangelog
Announcement

How One Team Saves 10 Hours per Week with AI Answers

Watch a live workshop where Crystal Price from Sttark demonstrates how her support team uses AI Answers to handle common questions and save significant time.

Curious what it’s actually like to roll out AI Answers? In our latest live workshop, Crystal Price from Sttark shared how her support team uses it to handle common questions and save serious time.

No hype, just a candid walkthrough of how it’s changing their approach to self-service.

🎥 Watch the recording

ai-answerssupportautomationefficiency

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 →