megachangelog
Feature

Understand Account Health at a Glance

Company Profile brings together metrics, trends, and activity to show customer support context before conversations. Users can quickly see changes in customer account health to inform support interactions.

Get the context you need before your next customer conversation.

Company Profile brings together the metrics, trends, and activity that shape a customer's support experience. Quickly see changes in response times, customer satisfaction, conversation volume, and the topics customers are reaching out about, all from a single view.

Whether you're preparing for a renewal, reviewing account health, or investigating a change in support activity, you'll have the context you need to understand what's happening and where to focus next.

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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 →