Move faster with the command palette
Help Scout now offers a command palette accessible via Cmd+K (Ctrl+K on Windows) to quickly access keyboard shortcuts from the list view or within conversations, reducing reliance on mouse navigation.
Skip the mouse and access keyboard shortcuts in seconds with the command palette. Just hit Cmd+K (Ctrl+K on Windows) from the list view or within a conversation—all within Inbox 2.
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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.