New channel filters in Views
You can now filter conversations in Views by Instagram, Messenger, or AI Answers, making it easier to focus on conversations that matter most across every supported channel.
You can now filter conversations in Views by Instagram, Messenger, or AI Answers — making it easier to focus on the conversations that matter most across every channel you support.
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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.
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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.