Beacon 2.0 Jumpstart Guide

Welcome to Beacon 2.0!  While there are similarities with the 1.0 version of Beacon in terms of functionality, the all new Beacon 2.0 is way easier to work with and gives you many more options to make serving your customers a breeze. Check out  this article to get a summary of the differences between the versions.

Follow these 5 quick and easy steps to create your first Beacon!

1. Launch the Beacon Builder

Use the all new visual Beacon Builder to design an embeddable that matches the look and feel of your website. You can even customize the prompts to capture your own je ne sais quoi. Check out How to Create a New Beacon.

2. Choose the best way to serve

Your customer just needs a quick answer and is happy to find it themselves? There’s no need to chat from the Beacon on your returns page, but you’re happy to chat on the pricing page? Create one or many Beacons to help your customers and satisfy your goals. You can:

Be helpful with Docs 

Suggest just a few relevant articles tailored to your page URL and you’ll be amazed how many customers may just go ahead and help themselves. Read more about Suggested Content in  Manage Docs Settings.

If you’ve already got a Help Scout Docs site, great! Pick and choose what to show.  If not, check out the basics on how to create one.

Chat it up

Let your customers start a chat with you when they need immediate assistance from your team. Don’t worry, though. Help Scout makes sure customers can only see the chat option when there’s somebody available on your team to meet their high chat expectations.

An email is worth 1000 words

Nobody available to chat at the moment? Perhaps a customer would prefer to communicate with you asynchronously, or your team just isn’t ready for chat. No problem. Beacon still supports good ol’ email messaging.  Check out the options here.

3. Setup some customer smarts

With a little bit of javascript and the Beacon JS API, you can make your Beacon smarter for your customer and more informative for your team. 

  • Use the Advanced Security features to show customers their full support history in the Beacon. 
  • Pre-fill the Beacon message form fields with known values — like their name an email address — to save your customers some keystrokes. 
  • Do you have customer details in your homegrown apps that would be helpful to see as you are answering chats or messages? You can use the Beacon Identify method to gather other known information about your signed-in customer and display it in the chat and conversation sidebars.


    With a quick glance to the Beacon sidebar app, your team can see key customer data -- like outstanding orders, course enrollment, contracted services, or planned events -- without having to tab out to perform a separate information lookup. Bonus: It’s easier than developing a dynamic custom app.

4. Load the Beacon on your site

Once you’ve got your Beacon just the way you want it, it’s time to copy the embed code to your website. Good news! With Beacon 2.0 you can continue to tweak your Beacon in Help Scout and all updates will be automatically reflected on your website as they are saved. 🎉

5. Train up that team!

Check out the Chat overview video and helpful articles, then share them with your team!

Still stuck? How can we help? How can we help?