megachangelog
Improvement

Improve your AI drafts with feedback

Users can now provide feedback on AI-generated drafts and request rewrites directly. The Draft with AI button allows inserting the draft as-is or submitting a custom prompt to improve it.

Want to tweak an AI draft? Now you can give AI your feedback and get a rewrite. Click the “Draft with AI” button, and either insert the draft as is or provide a prompt to improve it. Try it out in your next reply, or learn more 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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