Improved Access to Customer Fields
You can now view the custom fields panel and customer profile sidebar side by side for quick reference, and simply enlarge your window to display both when there isn't enough space.
You can now view the custom fields panel and customer profile sidebar side by side for quick reference. Not seeing both? Simply enlarge your window until there’s enough space. Custom fields let Plus and Pro plan customers add helpful details to conversations. Learn more about custom fields.
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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.