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205 articles found

• Provide a Privacy Disclosure in Beacon Chat

  In some jurisdictions, you may need to take specific steps to set up chat functionality in accordance with applicable laws. While it’s your responsibility to make sure you’re doing so, we’ve made

• 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

• Connect Slack With Help Scout to Get Notifications in Slack

  Slack brings all your team communications into a central hub. In addition to group chat and instant messaging, Slack integrates with many of the services you use every day and posts automatic updates

• User Roles and Permissions

  Help Scout offers 4 different user roles: the Account Owner, Administrators, Users, and Light Users. Plus and Pro plans can also set custom permissions on individual Administrators and Users. This

• Outgoing Email Settings

  After configuring your Help Scout inbox to use a custom email address, the Account Owner and Administrators with permission to the inbox can also adjust the Outgoing Email settings. Whether you

• Google and Yahoo Email Authentication Requirements

  Google and Yahoo will soon be requiring that all email sent to recipients using their email services — anyone using Google Workspace, Gmail, or Yahoo Mail — passes standard email authentication. If

• 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 and Manage Docs Articles

  Articles are key to the structure of your Docs site. We will discuss how to create and manage articles within your Docs site(s). By default, all Help Scout users have access to edit, publish, and

• Migrate Conversations From Another Help Scout Account

  NEW Moving conversations from one Help Scout account to another is just a few clicks away! We've partnered with Import2 to offer an easy way to copy conversations from one Help Scout account to

• 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

• Auto-forward From Google Workspace to Help Scout

  Google Workspace (formerly known as G Suite) is a robust and fully featured business email service offered by Google that utilizes the Gmail interface for email. This article will cover setting up

• 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

• Create and Manage Saved Replies for Fast Answers

  A saved reply is a snippet of text that can be quickly added to the editor when replying to a customer. Using saved replies is a great way to tackle those issues that require a standard or simple

• Customize Your Inbox Settings

  Each Help Scout inbox has its own distinct settings — customize your inbox to make it your own! This article will guide you through each of the inbox settings you find on the Edit Inbox page. Head to

• Help Scout for Good

  As a Certified B Corporation, our purpose is not only profit, but a positive impact for employees, communities, and the environment, which is why we believe in supporting organizations that share our

• Create an Inbox Auto Reply

  Setting up an auto reply is a way to let your customers know you've received their email, set expectations, and send back more information before you reply in full. This article is all about how to

• 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

• Get Your Email Into Help Scout

  If you are using your own custom email address with Help Scout, you will need to set up forwarding or redirection from your email provider to get that email in to Help Scout. You will be forwarding

• Content Security Policy (CSP) Settings for Beacon

  If your website or web-based app utilizes a Content Security Policy header and you would like to Add Beacon to Your Website or App, you will need allow additional sources for Beacon to work

• Challenges With Forwarding Your Personal Address

  We get it — you've discovered what a wonderful tool Help Scout is for managing your collaborative email, and it seems like maybe it would be a good idea to move ALL of your email into the app. We're

• Enable SSO in Your Account

  Enabling single sign-on (SSO) for your domain within Help Scout allows Users you manage using an identity provider to easily and securely log in to their accounts. This article is all about SSO and

• About the Docs Editor

  NEW We're excited to offer up a new Docs editor experience! Our new editor makes editing articles a breeze for anyone, no coding skills necessary. This article covers the basics of using the Docs

• Set Up Two-Factor Authentication

  Two-factor authentication (2FA) adds a second layer of log in security to your Help Scout account. Each User can set up 2FA individually from their profile page. Additionally, account Administrators

• Enable SSO with a Generic Identity Provider

  Enable single sign-on (SSO) for your domain within Help Scout and allow your Users to easily and securely log in to their accounts. This article will help you get set up if we do not have a specific

• About Default Folder Views in Help Scout

  Each Help Scout Inbox has 5 built-in folder views that will always show, along with a few special folder views that will appear when you need them. In this article we'll explain what you see in each

• Auto-forward Google Workspace Aliases to Help Scout

  If you are using aliases (alternate email addresses) at Google Workspace to handle your group email addresses, you can split the email sent to each alias into different inboxes at Help Scout using

• Auto-forward From Google Workspace Using Routing

  Using routing at Google Workspace (formerly known as G Suite) allows you to redirect an email address to Help Scout without going to a Gmail inbox first. This eliminates the need for an additional

• About Annual Payments

  Whether you're on the Standard or Plus plan, you can choose to make an annual payment which gives you a discount on the per User per month cost. This article will explain everything about annual

• Enable SSO with Azure AD as the Identity Provider

  Enabling single sign-on (SSO) for your domain within Help Scout allows your Users to easily and securely log in to their accounts. This article will help you get set up if your IdP is Azure AD. For

• Enable SSO with OneLogin as the Identity Provider

  Single sign-on (SSO) for your domain within Help Scout allows your Users to easily and securely log in to their accounts. This article will help you get set up if your IdP is OneLogin. For more

• Help Scout's Mailbox API, Docs API, Beacon JavaScript, Apps, and Open Source Tools

  Help Scout offers many integrations right out of the box, but there are lots of other apps out there in the world that you might want to connect — maybe even some your team has built for yourselves.

• 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

• Messages Pricing

  Messages — the proactive messaging feature in Beacon — is included in all current plans for up to 2,000 unique viewers a month for no additional charge. There is tier based pricing that applies for

• Trello Power-Up

  The Help Scout Power-Up shows up-to-date information about conversations attached to a card. Linking relevant conversations to Trello cards is a great way to keep track of feature requests, bug

• 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

• Manage Your User Profile

  Add the personal details that make your Help Scout account uniquely yours in your user profile. This article will walk you through how to edit your profile and all of the options available. In this

• Get Started with Live Chat

  It's just a few steps to get things set to start taking your first live chats through Beacon! In this article Enable Chat in Beacon Set Yourself Available Enable Chat in Beacon When you're ready to

• Connect Channels to a Help Scout Inbox

  You know that your customers want you to meet them where they are, but that means that you need to have your team ready to respond in a number of different apps, because your customers are

• Advanced Security With IP Restrictions

  IP restrictions allow you to limit access to your Help Scout account to a predefined list of IP addresses. Advanced Security is available as a part of the Pro plan. In this article How IP

• 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.

• Create a New Beacon

  Beacon is our corner widget product that allows you to serve up live chat, Docs help, and proactive Messages in one location. There is no limit to the number of Beacons you can create, and our Beacon

• Create and Manage Inboxes in Help Scout

  You will create your first Help Scout inbox as you set up your account. If you need to create more inboxes, make changes to the one you created, or delete an inbox, you're in the right place to find

• Google Workspace Integration for Google Single Sign-on (SSO)

  Installing the Help Scout app in the Google Workspace Marketplace allows you to connect your Google Workspace account to Help Scout. You can then securely log in to Help Scout automatically with your

• Keyboard Shortcuts

  Keyboard shortcuts provide a quick and easy way to move around Help Scout. They are built into Help Scout so no need to enable anything on your end. In this article Turning Off Keyboard Shortcuts

• 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.

• 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

• Create a Smart Contact Form With Beacon

  Add custom fields to Beacon to offer your visitors a smarter contact form to touch base with you and set up automations based on the form selections. Custom fields is a feature available to Plus and

• Create and Manage Docs Collections and Categories

  This article will help you understand the basic organizational structure within Docs. You'll also learn how to manage collections and categories. In this article What Are Collections and Categories?

• 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.

• Translate Beacon Words and Phrases

  Visit the Translate tab to customize all of the labels your customers see in your Beacon. You can choose to translate the text into a different language or customize the English text to reflect your