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251 articles found
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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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Messages: Examples for Marketing Teams
With Messages, your Marketing team can proactively message customers to drive signups, announce new features, and highlight promotions. Invite your Marketing team as Light Users on your account to
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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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Merge Multiple Conversations From One Customer
Sometimes you'll have multiple conversations that you want to merge together to handle at once — perhaps your customer emailed you several times about the same thing before you had a chance to
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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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Connect Nicereply With Help Scout to Gather Feedback
Nicereply is a customer satisfaction survey tool built for support teams. Once connected, you can measure customer satisfaction via a survey at the bottom of every email or trigger it after resolving
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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
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Reply and Add Notes to Conversations
Conversations are the communications with your customers in Help Scout — you might be used to calling them tickets or just emails if you've been working with other systems. Emails, phone notes, and
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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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Data Export Options
In this article In-app Export Options Additional Export Options In-app Export Options Reports Reporting data for selected reports (All Channels, Email, Company, and Happiness) is available to be
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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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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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Use SMTP 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. You may choose to configure Help Scout to send from your email
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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
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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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Troubleshoot Email Delivery Issues with Google Groups and Help Scout
If you're using a Google Workspace Group (formerly known as G Suite) to forward emails to your Help Scout Inbox, troubleshooting email delivery issues is a bit different than it is with other email
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Connect Kickstarter With Help Scout
Help Scout has a built-in integration that funnels all your customer messages from Kickstarter neatly into your Help Scout Inbox. There's no need to set up anything on the Help Scout side aside from
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Connect Kissmetrics With Help Scout to Track Customer Activity
Kissmetrics is an analytics tool for tracking activity throughout a customer's lifecycle. Integrating with Help Scout will allow you to track conversation actions along with the other metrics you're
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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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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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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 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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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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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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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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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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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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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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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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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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Customize Content Suggestions in Beacon
Display specific help content to your customers depending on the page they visit. Choose from the Docs articles connected to your Beacon, or from the external links of your choice. In this article
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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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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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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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Saved Replies For Chat
A saved reply is a snippet of text that can be quickly added when chatting with a customer. Using saved replies is a great way to tackle issues that require a standard or simple response. You must
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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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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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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
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Messages: Examples for Educational Organizations
Use Messages to proactively communicate with current and prospective students, alumni, and general website visitors. The flexibility of Messages can help you increase engagement with your students,
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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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Android App for Help Scout
The Help Scout Android app puts our powerful help desk software in your pocket so you can easily support customers while on the go. It allows you to keep track of conversations with your customers
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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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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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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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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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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
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Private Collections and Articles for Internal Users
Sometimes you just want to have some Docs stashed away for your teammates' eyes only. This article is all about Private Collections and how helpful they can be for your team internally. In this
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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
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Connect Fivetran With Help Scout for Data Analysis
Fivetran is a service that specializes in getting data out of various services (such as HubSpot, Salesforce, or Help Scout) and putting that data into a data warehouse such as BigQuery, Redshift, or
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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