megachangelog
Feature

Properties in Workflows

Customer properties are now available in Workflows, allowing Plus and Pro plan users to trigger automations based on key customer details like subscription status and customer type.

Customer properties are now available in Workflows for all current Plus and Pro plan users. This means you can trigger automations based on key customer details—like subscription status, customer type, or any other property you track. It’s a powerful way to tailor actions to the needs of each customer segment. Not using customer properties yet? Check out this article to get started.

workflowsautomationcustomer-datafeature

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 →