megachangelog
Improvement

New Contact Profile with Cleaner Design and Easier Editing

The contact profile interface has been redesigned with a cleaner layout and properties organized in a dedicated tab, making it quicker and easier to update contact information.

Notice something different? The contact profile is cleaner than ever so you can save time on every update. With properties in their own tab, it’s easier to focus on the details that matter most.

uicontactsimprovementusability

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.

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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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