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.
You can now connect your own Twilio number to Help Scout and manage two-way SMS conversations alongside email, chat, and social channels. Reply to customers from the shared inbox with live SMS segment and character counts, so you know exactly how many messages will be sent before hitting send. Ready to connect? Click into one of your Inboxes, tap the Settings icon and select Connect Channels.
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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.
Give Every Inbox Its Own Schedule
Help Scout now allows you to set office hours for each inbox individually instead of a single company-wide schedule, enabling better support for teams across multiple time zones or departments with different working hours.