megachangelog
Feature

Manage availability status on web and mobile

You can now set your availability status (Active, Away, or custom statuses like "Out to lunch") on both web and mobile platforms, giving teammates more context about your presence.

You can now manage your availability status from web and mobile. Set yourself to Active or Away, or add a custom status like “Out to lunch” or “At a doctor’s appointment” so teammates have more context around your availability. Your status stays in sync across the inbox, making it easier to know who’s available before assigning conversations or looping someone in.

availabilitystatuswebmobileui

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.

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
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