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248 articles found

  • 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

  • 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

  • Connect Shopify With Help Scout to View, Cancel and Refund Orders in the Sidebar

    Shopify provides your business with everything needed to start selling online. You have full control over the design of your store, can accept secure payments for your business, and have access to

  • 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

  • 3 Steps to Organizing and Optimizing Your Help Scout Account

    Now that you have your email flowing freely into your Help Scout Inbox, the next three steps will keep everything running smoothly, both in the queue and behind the scenes. By the end of these three

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • Manage Beacon Contact Settings

    Beacon comes with a handful of settings that let you control how your customers get in touch. You might want to use a Beacon with Docs only, just a contact form, or with chat and a contact form.

  • 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

  • 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

  • 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

  • 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

  • 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.

  • 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

  • Beacon Support History Security Options

    Customers can see their support history in Beacon. The history will show under Previous Conversations on the Ask tab of your Beacon when available. What shows in the history will depend on the

  • 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

  • Explore Messages

    Say hello 👋 to Messages and proactively communicate with your customers and site visitors. Messages can be used anywhere on your website, without the need for additional heavy lifting by your

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • Add Analytics Code to Track Docs Visitors

    Web analytics show you a custom view of what's happening on your Docs site. It's helpful if you're wanting to track data such as page views, bounce rates, or the geographical location of your

  • 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

  • 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

  • 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

  • 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

  • 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

  • Connect ChannelReply With Help Scout for eBay, Amazon, Shopify, and Walmart Support

    ChannelReply is a messaging platform that helps you support all of your e-commerce customers right from Help Scout. ChannelReply delivers your eBay, Walmart, Shopify, and Amazon buyer messages into

  • 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

  • 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

  • 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

  • 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

  • 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

  • Help Scout and HIPAA

    Help Scout maintains ongoing compliance with the U.S. Health Insurance Portability and Accountability Act (HIPAA) and is able to process, maintain, and store protected health information for any

  • 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

  • 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

  • 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

  • Enable External Forwarding in Microsoft 365

    When setting up forwarding from Microsoft 365 based email to Help Scout, you may need take an additional step to complete the process. Microsoft 365 accounts default to block automatic email

  • 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

  • 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