Organize your inbox with customizable views
Views let you group conversations by tags, assignments, status, and other criteria to track the conversations that matter most. This feature is available in Inbox 2.
Keep tabs on the conversations that matter most. Use views to group conversations based on criteria like tags, assignments, status, and more. Views are available in Inbox 2—update your account to get access here.
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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.