Email commands

Email commands allow you to update Help Scout conversations via your email client. These commands can only be used when replying to an email notification or when forwarding a message manually to Help Scout. Email commands will not work when used within the Help Scout interface. 

Note: When replying to an email notification, any text entered and sent will be visible to the customer. Use the @note command to add a note, which is visible to your team members only. It's not possible to reply to the customer and add a note at the same time.

Replying to email notifications

Command Values
<text> text with no command is sent as a reply to the customer
@note notes are visible only to other Help Scout Users
@assign first/full name of another user, email address of another user
@me no value required, assigns to yourself
@status active, pending, closed, spam
@active, @pending, @closed, @spam no value required, sets the status accordingly
@tag add one or more tags, each separated by a comma
@cc any valid email address, separate multiple with commas
@bcc any valid email address, separate multiple with commas
@subject whatever you want the new subject to be
@nocc Help Scout is "Reply All" by default, but you can use this command to remove any Cc'd parties on the reply.
@nobcc If auto bcc is enabled in your user profile, use this command to prevent it from applying to a specific message.

Forwarding an email to Help Scout

These commands work only when manually forwarding a message from your personal inbox to your Help Scout mailbox.

Command Values
<text> text with no command is added as a note
@assign first/full name of another user, email address of another user
@me, @anyone no value required, assigns to yourself or anyone
@status active, pending, closed, spam
@active, @pending, @closed, @spam no value required, sets the status accordingly
@subject whatever you want the new subject to be
@tag add one or more tags, each separated by a comma

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