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252 articles found
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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
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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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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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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
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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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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
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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
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Work With Beacon Modes
The Mode feature controls how site visitors interact with your Beacon. You can guide folks to get in touch right off the bat, or encourage self-service first, or just start with a more neutral
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Connect Campaign Monitor With Help Scout to See List Subscriptions in the Sidebar
Campaign Monitor makes it easy to attract new subscribers, send them beautiful email newsletters and see stunning reports on the results. It's also a great tool for agencies to manage and white-label
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Control Access to Docs Using Beacon
Beacon offers the option to use a private Docs site (where Site Visibility is off), making the Docs site visible through Beacon only. Install Beacon with a private Docs site anywhere you'd like — on
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Help Scout Uptime
Over the last 12 months, Help Scout has been online 99.99% of the time. Our goal is 100% uptime, but when unexpected problems occur, Help Scout may be unavailable. This article talks about how we
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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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Connect Constant Contact With Help Scout to See List Subscriptions in the Sidebar
Constant Contact is a tool for businesses to manage their email newsletter and customer marketing. Their suite of products not only includes email marketing, but also event registration, surveys and
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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
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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
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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
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About Open Tracking
Open Tracking is a feature that allows you to see whether your customer has viewed the message you've sent them. A couple of things to note: Open Tracking uses a tracking pixel in your outgoing
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PipelineDeals
Pipeline is a web-based CRM that helps you track and organize all the deals in your sales pipeline. With Pipeline, you can organize the companies, people & deals - set goals, and easily coordinate
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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
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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
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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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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
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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
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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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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
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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
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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
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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)
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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
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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
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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
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Send Contact Form Submissions to an Inbox
A Beacon can be used as a contact form to add to your site or app. If you prefer to use a third-party contact form, then it is easy to keep track of contact form submissions by directing those
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Enable SSO With Okta 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 Okta. For more
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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
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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.
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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
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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
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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
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Messages: Examples for eCommerce companies
With Messages, you can advertise sales and promotions to customers, offer live help where they need it, and increase brand awareness. Messages can appear anywhere on your website, without needing an
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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
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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
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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
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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
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What's New with User Roles: Light Users
We have introduced a new user role called Light Users, available to current Plus and Pro plans. This article will tell you a little bit about that role and how it works. If you were on a legacy Plus
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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
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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
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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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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
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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
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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