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• Migrate Conversations From Another Help Scout Account

  NEW Moving conversations from one Help Scout account to another is just a few clicks away! We've partnered with Import2 to offer an easy way to copy conversations from one Help Scout account to

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• Customize Your Inbox Settings

  Each Help Scout inbox has its own distinct settings — customize your inbox to make it your own! This article will guide you through each of the inbox settings you find on the Edit Inbox page. Head to

• 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

• 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

• 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

• 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

• 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

• 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

• 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 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

• Move Conversations to Different Inboxes

  Moving conversations from one Inbox to another is helpful if a customer accidentally emailed the wrong inbox address, or if you're just passing the conversation over to a team member who works in a

• 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 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

• 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

• 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

• 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

• September 2023 Legacy Plan Migration

  On September 6, 2023, we retired a group of legacy plans and moved customers to a currently offered Standard or Plus plan. If you're still on a legacy plan after the migration, on the Your Plan page

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• Use AI Assist in Help Scout

  BETA We all get by with a little help from our friends, and we'd like to introduce you to AI Assist, your new friend in Help Scout! If you want to double check your grammar in a Message, change the

• 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

• Popular Docs Styling Tricks

  Docs can be completely customized using CSS, but if you haven't spent much time designing websites, CSS can feel intimidating to start. Here are some easy copy+paste CSS examples for some of the most

• Create a Microsurvey Message

  Messages offers the option to conduct customer-engaging microsurveys wherever you've installed your Beacon. From a quick thumbs up or thumbs down poll, multiple options to choose from, or even free