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257 articles found

  • Connect Salesforce With Help Scout

    The Salesforce integration keeps teams working in Help Scout and Salesforce connected about customer communications across systems. There are two sides to the integration: the Help Scout app (pulls

  • Use an Outlook Redirect Rule to Redirect Email to Help Scout

    This article describes how to create a redirect rule in Outlook to move your email into Help Scout. Note that this is different than a forwarding rule in Outlook. The redirect rule ensures that Help

  • 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

  • Forward Conversations Outside of Help Scout

    Forwarding a conversation is a handy way to converse with someone who does not have a Help Scout account. In this article Forward a Conversation Keep Track of Forwarded Conversations Forward a

  • Translate Docs Words and Phrases

    Translate your Docs site into the languages that you customers need, using built in tools and/or integrations. In this article Translate Docs Phrases and Labels Translate Docs Article Contents Use AI

  • 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

  • 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

  • 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.

  • 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

  • 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

  • Connect Keap to Help Scout to View Information in the Sidebar

    Keap, formerly known as Infusionsoft, is a popular small business CRM tool that allows users to organize contacts, automate marketing and manage eCommerce inventories all in one place. Help Scout's

  • 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

  • Payments and Invoices

    The Account Owner and any users who have the Manage billing and plan changes permission can change your Help Scout subscription and payment method at any time at the Your Plan page. See User Roles

  • 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

  • Transfer Account Ownership

    The person who originally signed up your Help Scout account is the Account Owner by default. Only the Account Owner can change plans and payment information by default and there is only one Account

  • Connect Snap Engage With Help Scout to Get Transcripts in Your Inbox

    Snap Engage is a simple plug-and-play live chat you can embed on any website. For users, it integrates directly with your IM program of choice (Gtalk, Skype), meaning you can chat with customers from

  • Connect Pipedrive with Help Scout to View CRM Data in the Sidebar

    Pipedrive is a web-based CRM that helps you track the progress and details of all the deals in your sales pipeline. You can use and customize Pipedrive to monitor the activities planned to help close

  • 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

  • Use FollowUpThen to Set Reminders

    FollowUpThen is a super simple email reminder service, and works wonderfully alongside Help Scout. All you need to do is add a specific FollowUpThen email address to the CC or BCC fields when

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • Referral Program

    We're so grateful for the Help Scout love that is shared across the world! Now it's our turn to return the warm fuzzies. Our referral program lets you refer Help Scout to others and, in return, you

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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?

  • Manage Spam and Unwanted Email

    Help Scout has its own built-in spam filter to save you the headache of having to sift through spammy emails and auto replies in your inbox. This article talks about how the Help Scout spam filter

  • Get Started With Messages

    Messages is a feature that allows you to surface targeted messaging when and where you want it. Messages can help you meet goals like increasing engagement with clients and customers, putting helpful

  • 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

  • Move from Intercom to Help Scout

    Considering a switch from Intercom to Help Scout? Awesome, we’re happy to help you get your bearings and make a great decision either way. Things you should know Expect fewer chats and conversations

  • Accessibility at Help Scout

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

  • Connect Hively With Help Scout to Gather Feedback

    Hively is a great way to measure customer happiness. With Hively's snippet embedded in your signature, customers can rate your response with just one click. This article will guide you through

  • About Chat Notifications

    Notifications help you stay on top of new chats as you continue your work in other areas of Help Scout. In this article In-app Notifications Browser Notifications Sound Notification Troubleshooting

  • Capsule

    Capsule is a web-based CRM that helps you track the people and companies you do business with. It's a great tool for tracking conversations (like the ones in Help Scout and elsewhere) and

  • What Happens When You End a Live Chat

    When a live chat ends, two key things happen: Help Scout creates a conversation in the Inbox, which includes the full chat transcript and any internal notes. You can follow up with the customer by

  • Follow a Conversation

    The Follow feature lets you subscribe to a conversation to keep tabs on all of its updates, and is available on the Standard and Plus plans. This article talks about how to follow or unfollow a

  • 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/

  • About the Chat Shortcut Menu

    The action is right at your fingertips while you're in a chat, allowing you to quickly access the information and tools need to help your customer, without leaving the keyboard. Type a slash (/) in

  • Forward From Microsoft 365 Outlook Web Access (OWA)

    This article will walk you through forwarding email from Outlook Web Access on Microsoft 365 (formerly known as Office 365), also known as OWA, to your Help Scout Inbox. 1 First things first: Make

  • 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

  • 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;

  • About the Waiting Sort

    The column Waiting in the folder views aims to give you a quick and accurate read out of how long customers have been waiting for a reply. In most folders across the app, Waiting is the default sort