Improve AI Answers Automatically
Help Scout now provides suggestions for better replies based on your team's previous conversations, allowing you to approve, tweak, or skip them with a single click.
Get suggestions for better replies based on your team's previous conversations.
Approve, tweak, or skip with a click.
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.