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257 articles found

  • Manage Docs Contact With Beacon

    Beacon is built into Docs, making it quick and easy for your customers to reach out via email or live chat if they need more help. This article will help you enable and customize the Docs site

  • How Article Popularity is Calculated

    Ever wonder how some articles tend to be listed as more popular than others on your Docs site? This article covers everything you've wondered about popularity rankings, and how those are determined.

  • Understand Conversation Icons and Colors

    Pictures are worth a thousand words they say, and Help Scout uses icons and colors to give you a lot of information in a quick glance. Here we'll break down the icons and colors that you'll see in a

  • Home Page Layout Options

    When it comes to your Docs site, there are two different options for setting up the layout of your home page: Most Popular Articles or Categories. Each have their own unique look and advantages, and

  • Create an NPS® Message

    Messages allows you to run Net Promoter Score (NPS®) surveys with clients and customers. Add your NPS Message to any Beacon that's been implemented with identify to easily find out if your customers

  • Domain Changes Needed to Continue Sending Emails From Help Scout Servers

    Overview In preparation for Google's upcoming email authentication changes, we've make some changes to how we verify and send emails. This will require updates to your domain's DNS records if your

  • Auto-forward From a Google Workspace Group

    If you already have a Google Workspace (formerly known as G Suite) Group you've been using, you will need to add your Help Scout email address as a member of the group and you may need to adjust some

  • Session Management

    Session management allows you to manage the devices that are currently logged in to your Help Scout account and Help Scout administrators to manage all users' sessions. Click your avatar or initials

  • How to Snooze Conversations

    Snoozing a conversation allows you to set a specified date and time for the conversation to reappear in Unassigned/Assigned with an Active Status. Conversations currently Snoozed appear in the Later

  • Add Analytics Code to Track Docs Visitors

    Web analytics show you a custom view of what's happening on your Docs site. It's helpful if you're wanting to track data such as page views, bounce rates, or the geographical location of your

  • Move Between Conversations With Redirect Options

    Redirect options in Help Scout refer to deciding where you land next after you have taken action on a conversation. Each Help Scout user can choose a different redirect option manually each time they

  • Accessibility at Help Scout

    Head over to our Accessibility Statement if you are not automatically redirected.

  • DMARC and Help Scout

    DMARC is an email authentication standard that's used to help protect a domain from fraudulent email. A DMARC policy helps prevent spam or "spoof" emails that appear to be coming from your domain by

  • Manage Beacon Docs Settings

    From the main Beacon settings page, click Docs in the left navigation menu to access the Docs settings. Here we'll discuss the different options for Docs in Beacon! Basic Settings Enable Docs Enable

  • Consolidate Multiple Inboxes

    If you created 2 or more Help Scout Inboxes, but have decided that consolidating a couple of them (or all of them) into a single Inbox makes more sense for your team's flow, you can use Workflows to

  • Set Company Office Hours

    If you occasionally close up shop, then you might want to set your company's Office Hours in Help Scout. That way you can review data and automatically respond to customers based on the times you're

  • Docs and Search Engines

    Stop Search Engines from Crawling Docs content Search engines can (and will) index your articles if your site is public. Add this bit of code to the Insert <head> Code section located on the Docs

  • Auto-forwarding From Namecheap to Help Scout

    1 First things first: Make sure you have your Help Scout email address ready. Check out Find Your Help Scout Email Address if you don't know it. 2 From your Namecheap dashboard, click on Domain List

  • The Beginner's Guide to Help Scout

    Check out our step-by-step guide here: https://www.helpscout.com/blog/help-scout-setup-guide/

  • Prevent Duplicate Replies With Collision Detection

    Have you ever had two people respond to an email at the same time? That's definitely not a good look, and it means your team is doing extra work. In Help Scout, Collision Detection steps in if

  • Changes to SPF Requirements With Help Scout

    Prior to 2024, to send using Help Scout servers from your custom email address, creating an SPF (sender policy framework) record was necessary for email authentication. This is no longer needed;

  • Create and Manage Inbox Signatures

    Signatures in Help Scout work just a bit differently than you're most likely used to seeing in traditional email clients. A signature belongs to an Inbox in Help Scout, rather than a User — all

  • Manual Workflows

    Manual workflows allow you to execute multiple actions on a conversation in just a couple of clicks. This can save your team time as well as ensure consistency across the team. If you're just getting

  • Create a Banner Message

    Use a banner Message to get your customers' attention with a quick note or alert and a call to action across the top of your site or web-based app, above your regular content. Greet your customers by

  • Create CNAME Records at Cloudflare to Work With Help Scout

    There are two instances in setting up Help Scout that you will need to create CNAME records at your DNS hosting provider: if you choose to set up DKIM to help with email deliverability and if you

  • Create Folders Using Workflows to Organize Conversations

    Folders are a way to organize conversations into a common view. In other words, a folder is a custom view of conversations that already exist in one of your other top-level folders. This article will

  • Mobile notifications

    Mobile notifications are helpful for keeping tabs on conversation updates while you're on the go. This article is all about how to set up and manage your mobile notifications in both the iOS and

  • Use @mentions in Notes

    The @mentions feature allows you to ping another User or Team in a note on a conversation and send them a notification without having to assign it to them. This article is all about how @mentions

  • Custom JavaScript in Docs

    Sometimes you may want to use JavaScript to customize your docs site. While we don't generally recommend this (and can't promise you won't break the page by doing so), if you're set on modifying the

  • Use a Redirect Rule at Amazon WorkMail

    This article describes how to create a redirect rule in the Amazon WorkMail Web Application to move your email into Help Scout. Note that this is different than a forwarding rule in Amazon WorkMail.

  • Beacon Embedded Articles

    Embedded Articles allow you to open a Docs Article via any link or button in your web-based app or website, where ever you may need it. There are four different attributes you can choose from to open

  • Use HTML in the Docs Editor

    Our new Docs editor allows your team to make beautiful Docs articles without needing to work with HTML. We know that some of you are really comfortable with HTML and want to take on creating some

  • Create and Manage Docs Redirects

    A redirect is a way to send both visitors and search engines to a different URL from the one they originally requested. This might be another URL in your Docs site, or another address on the web.

  • Add Beacon to a Webflow Site

    Webflow empowers designers to build professional, custom websites in a completely visual canvas with no code. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful

  • Use Views to Filter Reporting Data

    Views are a simple and efficient way for you to filter conversation data within the reports built in to Help Scout. In most reports, you can choose to filter data by inbox, tag, folder, and/or custom

  • Move Conversations to Different Inboxes

    Moving conversations from one Inbox to another is helpful if a customer accidentally emailed the wrong inbox address, or if you're just passing the conversation over to a team member who works in a

  • Assign Conversations

    Assigning conversations lets you give Users ownership of conversations within Help Scout, and easy access to see all that others are working on at any given moment. This article is all about

  • Create a Modal Message

    NEW A modal Message will show over your regular site or web-based app's content, allowing you to place a notice front and center that has to be clicked or dismissed to continue. Use a modal Message

  • Build Apps to Display Content in the Sidebar

    Apps empower your developer team to create sidebar extensions, making it possible to display content within an iframe in the conversation view sidebar. You can use this to integrate other tools your

  • Popular Docs Styling Tricks

    Docs can be completely customized using CSS, but if you haven't spent much time designing websites, CSS can feel intimidating to start. Here are some easy copy+paste CSS examples for some of the most

  • Report on Custom Fields

    Custom fields data is integrated with Help Scout's built in reports, allowing you to get a quick view of the data, or filter your reports based on specific fields. Reporting on custom fields requires

  • Add Beacon to a Squarespace site

    Squarespace is an all-in-one solution for anyone looking to create a beautiful website. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful widget you can plug

  • September 2023 Legacy Plan Migration

    On September 6, 2023, we retired a group of legacy plans and moved customers to a currently offered Standard or Plus plan. If you're still on a legacy plan after the migration, on the Your Plan page

  • Add a Beacon to a Weebly site

    Weebly is a robust website builder with lots of great free templates for displaying your site. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful widget you can

  • Mailbox API Developer Documentation

    If you are not automatically redirected, the Mailbox API documentation can be accessed here: https://developer.helpscout.com/mailbox-api/

  • Customize Basic and Advanced Beacon Settings

    From the Customize tab, you can change some basic Beacon settings, or update a few advanced settings to get the look and feel of your Beacon just right. Let’s take a closer look at these settings.

  • How to Fix Failed Searches

    When you see failed searches in your Docs report, it means people are searching for terms that don't match any articles. Use this metric to improve your Docs search and content. For more on the Docs

  • Docs API

    The full Help Scout Docs API documentation can be found here: https://developer.helpscout.com/docs-api/. Please check out our developer documentation for complete information, but the Docs API

  • Create a Standard Message

    You can get really creative and specific with Messages in terms of who sees what Message when. There are many options to explore — get creative and experiment! If you're looking for ideas on other

  • Create a Microsurvey Message

    Messages offers the option to conduct customer-engaging microsurveys wherever you've installed your Beacon. From a quick thumbs up or thumbs down poll, multiple options to choose from, or even free