Help Scout

Additional features

Unlimited Seats

Allows you to connect everyone and every team within your organization to customer interactions without per-user fees, fostering a unified customer voice.

Integrated AI

AI capabilities are built directly into the platform and included on all plans (even Free) without additional costs or usage fees, designed to boost efficiency.

Zero Dead Ends

The platform is designed to resolve customer inquiries efficiently rather than deflecting them, aiming for customer delight.

Reply in Seconds

Tools and features are optimized to enable quick responses to customer inquiries, improving response times.

Make it Personal

Functionality supports adding a human touch to interactions, allowing agents to personalize their replies.

Prioritize with Ease

Features help teams easily identify and focus on the most urgent or important conversations.

Recap Long Threads

AI can quickly summarize lengthy conversation histories, providing agents with essential context at a glance.

Edit and Translate Replies

AI assists in refining written communication and can translate replies into different languages, facilitating global support.

Create a First Draft

AI can generate initial drafts of responses, saving agents time and providing a starting point for replies.

Snooze

Allows conversations to be temporarily hidden and automatically resurfaced at a specified later date, useful for follow-ups or when no immediate action is needed.

Send Later

Enables agents to schedule replies to be sent at a perfect time for the customer, regardless of when the agent composes it.

Workflows

Automates repetitive and critical tasks, helping to keep the inbox organized and team processes efficient.

Views

Provides custom filters that allow teams to organize and tackle their conversation queues in a way that suits their workflow.

Saved Replies

Allows agents to quickly insert pre-written, proven answers to common questions or situations, ensuring consistency and speed.

Multiple Inboxes

Enables different departments or products to have their own dedicated support areas, streamlining message routing and team focus.

Channels

Integrates messages from various sources like social media and Shopify directly into Help Scout, reducing the need to switch between tabs.

Beacon (Embeddable Support Hub)

An embeddable widget that provides customers with immediate access to support resources on your website or app.

Answer Instantly with AI (via Beacon)

Customers can use the Beacon to chat with AI to find solutions from your help content 24/7, even for complex questions.

Keep Human Help Within Reach (via Beacon)

Ensures that customers can easily switch to live chat or email support if AI doesn't fully resolve their issue.

Customer Portal (via Beacon)

Allows customers to quickly access their previous conversations and send new replies directly through the Beacon.

Welcome and Onboard (In-App Messages)

Helps guide new customers with friendly nudges towards essential resources directly within your product.

Gather Feedback and NPS® (In-App Messages)

Allows for collecting contextual customer feedback through NPS surveys or other customizable surveys within the app.

Share What’s New (In-App Messages)

Uses modals and banners in-app or on your website to draw attention to promotions, new features, or important updates.

"What’s Our Volume Across Channels?" (Reporting)

Provides insights into the total number of conversations and the sources they come from, helping understand demand.

"How’s Our Response Time?" (Reporting)

Measures the speed at which your team responds to customers and helps identify factors affecting wait times.

"Where Can We Improve?" (Reporting)

Offers an overview of support team performance, both collectively and individually, to pinpoint areas for enhancement.

Assign the Right Person for the Job

Automatically routes messages to the correct department or individual, ensuring efficient handling without manual redirection.

Never Miss Important Messages

Workflows can be set up to resurface urgent conversations or flag specific requests (e.g., refunds) so nothing falls through the cracks.

Simplify the Queue for Your Team

Custom Views help agents organize conversations, making the workload more manageable and efficient.

100+ Powerful Integrations

Connects Help Scout with a wide array of popular tools and services, allowing businesses to maintain their existing workflows.

Mobile

Offers mobile access to manage customer support on the go.

Insights & Analytics (Product Section)

Dedicated section for deeper analysis and understanding of support data.

Apps & Integrations (Product Section)

Section detailing available integrations with other platforms.