Monthly Improvements and Fixes

Every month, we round up the improvements and fixes that make Help Scout smoother, faster, and more reliable for your team. Here’s what shipped recently.

Improvements for your team

Updates that reduce friction and help your team do their best work.

User availability for smarter routing See who’s available right from assignment and @mention menus, so conversations go to the right teammate at the right time.

AI Drafts now work on converted chats Generate AI Draft replies using chat transcripts as soon as a chat becomes a conversation.

Exclude email domains in rules Fine-tune rules by excluding entire email domains, not just individual addresses. Create Linear issues faster Assign a Linear issue to a project directly from the sidebar, no extra clicks required.

Long email signatures now collapse in mobile Large signatures are collapsed by default on mobile, keeping the message content easy to read.

Phone notes now show customer context on mobile When logging phone notes on mobile, you’ll see the associated customer right in the conversation.

Improvements for developers

Conversation counts added to customer exports and APIs Customer exports and the Customer API now include conversation counts, making it easier to analyze customer activity without manual aggregation.

More reliable workflow processing

• Improved isolation for long-running workflow processing

• Cleaner, more focused monitoring for queued workflows

• Smarter handling of queued workflows after outages

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Bug fixes

Thanks to your feedback, we squashed a handful of pesky bugs.

• Drafts folder counts now update without needing a page refresh

• Sending unedited drafts no longer shows confusing error messages

• Saved Replies in chat now respect paragraph spacing

• Snooze and Send Later work correctly for companies on legacy plans

• AI Draft edit indicators now display accurately on mobile

Thanks for catching up with us. These focused updates add up, and we’ve already got more in the works for next month.