megachangelog
Feature

Notification Station now available on mobile

Notification Station is now available on mobile, providing a streamlined view of important alerts and actions directly from your phone while on the go.

Stay in the loop, wherever you are. The Notification Station is now available on mobile, giving you a streamlined view of what needs your attention—right from your phone. Whether you’re on the go or just away from your desk, it’s easier than ever to stay caught up.

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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.

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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.

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See all Help Scout changes →