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250 articles found
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Edit Threads and Notes
Each portion of a conversation in Help Scout is called a thread. A customer email that starts a conversation is the first thread, a Help Scout user reply would be a separate thread, and a note left
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Workflow Conditions and Actions
Workflows are composed of conditions (what you’re looking for) and actions (what you want to happen). This article lists all available conditions and actions. Workflow conditions Condition
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How Chat Assignments Work
You might want to assign a chat to another team member if you need help, or if you’re done chatting for the moment. To assign a chat, click the Assignee icon, then select a new assignee. You can
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Beacon and Ad-Blockers
Customers using Beacon have reported that Beacon is sometimes blocked from loading when JavaScript blocking extensions (Adblock, NoScript, uBlock) are in use. This article talks about why Beacon is
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Connect Olark With Help Scout to Get Chat Transcripts to Your Inbox
Olark Live Chat is an easy-to-use live chat platform for your website. Simply copy-and-paste the embed code they provide, and within minutes you can be talking to customers who are browsing your
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Chat With Customers
You've got a Beacon installed on your web based app or website and have all the settings configured, now let's get to chatting! If you've not gotten Beacon installed on your site yet, take a look at
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Move From Zendesk to Help Scout
Help Scout's built in Import2 feature allows you to import your entire ticket history (and the customer profiles associated with those tickets) from Zendesk into Help Scout. Before you start an
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Add Beacon to Your Website or App
Beacon provides on-demand FAQs, chat, and an email contact rolled into one helpful widget. To add Beacon to your website or web based app, just create a new Beacon or grab the installation code from
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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
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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.
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Messages Actions, Events, Audience, and Schedule
Messages Actions are the call to action you want to display to your visitor. Events define when to show the Message to your visitor. The Audience lets you control who sees the Message. Schedule
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Customize Your Docs Site
Docs allows you to manage your knowledge base or help center content right from Help Scout. Out of the box, Docs has a sleek and clean look with some customization built right into Docs settings and
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Auto-forward From Bluehost to Help Scout
1 First things first: You'll need to connect your custom email address to your Help Scout Inbox. Check out Connect Your Custom Address for help there. Make a note of the Inbox Address — that will be
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Legacy Plan Changes
We work hard to make sure that Help Scout gets better every day, bringing you new features, improvements, and products. As Help Scout evolves, the plans and pricing we offer do as well. We’ve created
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Connect Census with Help Scout for Data Analysis
Census is a supercharged operational analytics tool that syncs data from your warehouse into all your business tools, allowing teams to act and automate with confidence. Their product makes it easy
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Connect FullStory With Help Scout to See Sessions in the Sidebar
FullStory lets you watch DVR-like video playback of a user’s session on your website. Support and product teams get unique insight into what happened before, during and after a user filed a support
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Connect WooCommerce and Help Scout
WooCommerce is a popular and comprehensive plugin for WordPress that allows you to get fully-functioning eCommerce sites up and running within minutes. Manage payments, shipping, inventory, store
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Auto-forwarding From cPanel to Help Scout
Email and hosting providers using cPanel offer the ability to set up a forwarder without creating a mailbox at your provider for the address. Forwarding set up this way will not retain a copy of the
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Keep Track of Aging Conversations
Keeping track of aging conversations helps your team live up to your customer support goals, and helps your customers feel like they can trust you to get things done. While we don’t have an official
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How Inboxes Work in Help Scout
An inbox in Help Scout is like any other inbox: it holds email. Your team will work together out of an inbox to answer all of your incoming email. This is a primer on inboxes, and how they work in
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Add the Messenger Channel to Help Scout to Manage Facebook Conversations
NEW Make meeting your customer where they are easier to manage — connect the new Messenger channel and bring the conversations customers start from your Facebook Page(s) into Help Scout. Your team
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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
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Messages: Examples for Product Teams
As a Product team, the feedback loop from customers is essential to continuously improve and provide value to customers. Use Messages to gather feedback, run surveys, and chat directly with
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Connect Chatra With Help Scout
Chatra is a live chat software that allows your customers to chat with you and have their questions answered in real time. Chatra enables you to engage proactively with your customers, facilitates
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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
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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
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Use Google OAuth to Send From Help Scout
If you are using your own email address with Help Scout, we send email on your behalf via our own Help Scout mail servers by default. If your custom email address is a full Google Workspace (formerly
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Add the Instagram Channel to Help Scout to Manage Instagram Conversations
NEW Make meeting your customer where they are easier to manage — connect the new Instagram channel and bring the conversations customers start from your Instagram Business Account(s) into Help Scout.
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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
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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
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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
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Help Scout Hack Pack
21 tips and tricks to bring next level skills to your Help Scout game We pride Help Scout on being intuitive and easy to learn, but there are a ton of useful tidbits hiding all over the app that can
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Use Your Own Custom Domain With Docs
Your Docs site comes with its own URL that's your Sub-domain at helpscoutdocs.com. By default, your first Docs site's Sub-domain is your company name, and company-name.helpscoutdocs.com the address
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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
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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
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What's New With the Conversation Editor
We’ve made some big changes to the conversation editor in Help Scout! The new conversation editor includes powerful new ways to compose emails to your customers and keeps your hands at the keyboard
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AI Summarize
BETA AI Summarize will give you a summary of a conversation with a single click and is our first OpenAI powered tool to help your team focus on providing top-notch support. AI Summarize is available
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Docs SSL
HTTPS is a modern encryption protocol that creates a secure connection between your browser and the sites you visit. Our goal is to provide HTTPS (SSL) connections by default for all Docs sites. In
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Add Beacon to a Wix site
Wix allows you to create beautiful websites to showcase your business without much more effort than a drag and drop. Beacon provides on demand Docs, chat, and an email contact form rolled into one
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Get Started With Workflows
Workflows in Help Scout are similar to Gmail filters or rules in other email clients. Workflows are composed of conditions (what you’re looking for) and actions (what you want to happen). In this
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What's New With the Inbox
Overview As a continuation of some of the changes we revealed earlier this year with our new editor, we’re now also releasing a brand new Inbox experience! The new Inbox introduces an updated user
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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
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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
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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
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Control Access to a Docs Site With Restricted Docs
NEW There are many reasons you might want to have a Docs site that isn't open to the public, but is viewable by the people you choose to let in. The new restricted Docs feature introduces the option
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AI Answers
In Development AI Answers empowers your customers to quickly access the content from your Docs site to find what they need. You can ask the AI assistant any question, and it will provide a specific
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Manage multiple Docs sites
You might want to create different Docs sites for each of your products or brands. This article talks about creating and managing multiple Docs sites. In this article What is multi-site support?
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Accessibility at Help Scout
Head over to our Accessibility Statement if you are not automatically redirected.
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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
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Manage Help Scout Notifications
In this article Enable or Disable Notifications Notification Station Email Notifications Browser Notifications Mobile Notifications Chat Notifications HIPAA Compliance & Notifications (Pro Plan Only)