Help Scout — Customer Support product updates and releases, tracked on megachangelog.
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.
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.
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.
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.
New auto-reassignment feature that automatically reassigns conversations to available teammates when the assignee is marked as away, keeping customer support flowing without interruption.
You can now set your availability status (Active, Away, or custom statuses like "Out to lunch") on both web and mobile platforms, giving teammates more context about your presence.
Workflows can now be triggered based on SLA policy assignments, approaching breaches, or missed targets, enabling automated notifications and actions instead of manual monitoring.
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.
Create targeted views to filter conversations by activity status, such as customer wait states, low-rated interactions, and other conversation metrics. This helps support teams quickly identify and prioritize conversations that need attention.
Help Scout expanded its SLA capabilities to include Next Response Time (NRT) goals, allowing teams to track and manage response intervals beyond just first response and final resolution times.
Help Scout now allows teams to build custom SLA views that go beyond first replies and resolutions, surfacing conversations based on SLA-specific urgency levels and custom filters to prioritize work accordingly.
Help Scout now automatically updates team member availability status across web and mobile using presence detection, setting teammates as Active or Away based on app usage.
SLAs enable you to set response and resolution targets for conversations, providing clear visibility into timeline status, overdue items, and priorities directly in the Inbox.
Teammates can now set custom status messages to share what they're doing beyond just availability, such as working heads-down on a project, stepping away temporarily, or being out of office.
Inbox now automatically redacts sensitive customer information during conversations, masking personal details by default to maintain consistent data handling across your team.
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.
Teammates can now set their status to Active or Away in Inbox and Chat, giving your team clear visibility into who's available to handle customer requests.
AI Agents can now use Google Docs and Sheets as knowledge sources, allowing your AI to stay synchronized with documentation your team already maintains. Add any shared Google Doc or Sheet as a knowledge source.
Mobile conversation threads received a design refresh with cleaner, more focused interface while maintaining all existing functionality.
Help Scout now integrates with Aircall to display call context and conversation history during calls, enabling teams to see customer details and previous interactions from the start of each conversation.
AI Answers now supports collecting visitor email addresses before starting a chat, either as optional or required fields, enabling easier follow-up on conversations.
AI Answers now includes optional ratings so customers can provide quick feedback on conversations. This gives you direct signal on how well AI Answers is performing in real customer interactions beyond just resolution metrics.
Help Scout now captures customer feedback on AI Answers directly within the platform, enabling teams to identify which responses work well and where they need improvement to continuously enhance accuracy and clarity.
Help Scout has released recent improvements and fixes designed to make the platform smoother, faster, and more reliable for support teams. Updates focus on reducing friction and enhancing team workflows.
Watch a live workshop where Crystal Price from Sttark demonstrates how her support team uses AI Answers to handle common questions and save significant time.
Help Scout now allows you to create more detailed Linear issues directly from Help Scout, including the ability to set project, assignee, and labels, reducing manual entry work and improving workflow integration with Linear's Customer Requests feature.
Company properties let you store key details about entire organizations, including billing info and plan types, so you can quickly access context on key accounts during conversations.
Help Scout announces a new monthly roundup format to highlight ongoing improvements and updates that enhance the product and reduce friction for teams.
You can now filter reports using customer properties, enabling more flexible analysis of trends across different customer groups and segments for deeper business insights.
Introduce Round Robin routing to automatically and evenly distribute conversations among team members, keeping work balanced and helping teams stay focused on customers.
Round robin routing automatically distributes conversation assignments across team members on Plus and Pro plans, helping teams share the workload and respond to customers faster.
Help Scout now allows you to merge duplicate companies to consolidate customer data. All conversations, contacts, and details are unified into a single record for better team organization.
Users can now filter search results by company or customer properties to narrow down results across all plans, improving the speed and efficiency of finding relevant information.
You can now use company as a workflow condition to automate tasks or prioritize conversations based on who's reaching out. This feature is available on Plus and Pro plans.
A new GitHub app integration allows support teams to link Help Scout conversations directly to GitHub issues, providing developers with customer context without leaving Help Scout. The integration is now available on Plus and Pro plans.
Default Inbox signatures can now be automatically included in replies, ensuring consistent and professional messaging without requiring manual steps.
The mobile inbox now matches desktop thread ordering, delivers updates instantly, and includes a conversation dock for quick actions without scrolling. This improves the speed and consistency of the mobile experience.
The contact profile interface has been redesigned with a cleaner layout and properties organized in a dedicated tab, making it quicker and easier to update contact information.
Help Scout now provides suggestions for better replies based on your team's previous conversations, allowing you to approve, tweak, or skip them with a single click.
Company management enables support teams to view and manage entire customer organizations in a single view, providing better context and faster resolution capabilities when supporting account-level issues.
You can now assign, change status, or snooze conversations directly from the list view with a quick hover, speeding up Inbox management without opening individual conversations.
You can now create your ideal column setup once and copy it to other Views, saving time on repeated organizational work.
You can now update contact notes directly from the sidebar with a single click, without needing to open edit mode.
You can now add columns for Customer Properties and Custom Fields to Views on Plus and Pro plans, allowing you to display helpful details like plan type or request type and sort/filter by these columns.
You can now update contact details directly from conversations, allowing you to stay focused on customer interactions without leaving the current view. Click a contact's photo to start editing.
You can now use emoji reactions on replies and notes to keep your team in sync without creating extra messages. Reactions are visible only to your team.
Reports now support filtering by company, allowing users to view engagement metrics and activity for specific company accounts in a clear, organized view.
Help Scout introduces a Stripe app that displays transaction history, subscription status, and customer information in the sidebar, enabling users to create subscriptions and issue refunds without leaving conversations.
Users can now add quick notes to AI responses to improve answer quality over time, enabling continuous refinement of AI-generated answers with each iteration.
Users can now customize which columns appear in their Inbox and arrange them in their preferred order, with options to add details like tags, waiting since, and last updated to personalize their queue view.
A new company filter in Views lets Plus and Pro plan users quickly surface conversations with specific customer accounts or segments.
You can now filter conversations in Views by Instagram, Messenger, or AI Answers, making it easier to focus on conversations that matter most across every supported channel.
You can now toggle to include closed conversations in custom Inbox Views, giving you the flexibility to track trends, follow up on past issues, and review team activity.
You can now preview and selectively choose which pages from your Additional Sources websites are included as knowledge for AI Answers, giving you finer control over the training data.
Help Scout now features a new formatting toolbar accessible via the Aa icon, providing quick access to format options, saved replies, and common actions. Markdown formatting continues to work as before.
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.
Notification Station is now available on mobile, providing a streamlined view of important alerts and actions directly from your phone while on the go.
Saved Replies now support customer properties on Plus and Pro plans, allowing you to personalize responses with relevant customer data for more tailored communication.
Articles in Beacon now expand to full size when opened, providing more space for customers to view images, videos, and other content. The widget returns to its original size when closed.
Help Scout has added over 1,800 new emoji to the platform and improved inline searching and browsing to help users quickly find and express themselves with emoji.
Linear integration is now available for Plus and Pro plan users, allowing you to create, link, and track Linear issues directly from customer conversations without leaving Help Scout.
You can now view the custom fields panel and customer profile sidebar side by side for quick reference, and simply enlarge your window to display both when there isn't enough space.
AI assist and AI summarize features are now HIPAA-compliant, enabling faster customer responses while maintaining regulatory compliance. Organizations can sign a BAA addendum to enable these AI features.
You can now run manual workflows on conversations directly from the mobile app, allowing you to execute multiple actions with just two taps by tapping the bolt icon.
Customer Properties can now be viewed directly from the customer profile on the mobile app by tapping the customer's avatar in conversations, showing details like email and phone number.
Improved Saved Replies editor with robust formatting options and image support, making it easier to compose custom messages.
You can now edit and duplicate Shopify orders directly within Help Scout without leaving the page, making it easier to manage order changes and create repeat orders.
Custom Fields are now accessible from the conversation header via a new custom field icon, with required fields displayed above non-required fields in the panel.
AI summarize, the one-click conversation summarization tool, is now located in the conversation header for easier access.
Users can now provide feedback on AI-generated drafts and request rewrites directly. The Draft with AI button allows inserting the draft as-is or submitting a custom prompt to improve it.
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.
Users can now toggle the sidebar visibility by clicking an arrow at the top, allowing them to customize their workspace layout in Inbox 2.
Workflows now auto-generate AI drafts at scale based on conditions like tags and subject lines, enabling teams to automate response generation more efficiently.
Help Scout now offers a command palette accessible via Cmd+K (Ctrl+K on Windows) to quickly access keyboard shortcuts from the list view or within conversations, reducing reliance on mouse navigation.
AI drafts feature allows users to generate high-quality reply drafts with one click that can be reviewed and revised before sending, available free on the first 100 conversations in Inbox.
Send Later allows you to schedule emails to arrive at your preferred time, helping you communicate with customers across different time zones and work hours.
You can now snooze conversations to have them return to the top of your inbox at a specific date and time, useful for prioritizing follow-ups.
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