WhatsApp integration for Help Scout
Help Scout now integrates with WhatsApp, allowing teams to receive and respond to customer messages directly from their shared inbox with full conversation context and collaboration features.
Connect WhatsApp to Help Scout and handle customer messages from the same shared inbox your team already uses. Respond with full context, collaborate behind the scenes, and run WhatsApp through the same routing and automated workflows as every other channel. Available March 2026.
Source: original entry ↗
More from Help Scout
Follow Help Scout to get its new changes in your feed and email digest.
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.