Inbox now automatically redacts sensitive customer information as conversations happen. Personal details are masked by default, keeping data handling consistent as your team works. Access can be granted when truly needed, and retention settings follow your policies behind the scenes. Generally available April 2026.

Connect WhatsApp to Help Scout and handle customer messages from the same shared inbox your team already uses. Respond with full context, collaborate behind the scenes, and run WhatsApp through the same routing and automated workflows as every other channel. Available March 2026.

Know who’s ready to respond at a glance. Teammates can now set their status to Active or Away in Inbox and Chat, giving your team clear visibility into who’s available.

With availability built into Routing, new conversations are assigned only to teammates who are set to Active. When someone switches to Away, assignments pause automatically and resume when they return. Learn more about user status and availability.

AI Agents now support Google Docs and Sheets as knowledge sources, so your AI can stay in sync with the docs your team already uses.

Add a Google Doc or Sheet as a single source, make sure it’s shared with “anyone who has the link”, and your AI Agent will keep answers up to date as the content changes.

Mobile conversation threads just got a glow up. You’ll have the same functionality you’re used to, but with a cleaner design that’s better for focused work.

Connect Aircall to Help Scout. See what happened before the call, capture what happens during it, and give your team the full picture from the first hello. Call details and conversation history live together, making follow-ups seamless. Explore the integration

You can now ask visitors for their email before they start a chat in AI Answers. It’s a quick way to simplify following up on any conversation. Set it as optional to keep things moving or required to ensure you get the contact details.

To enable, head to Edit Beacon → AI Answers → Visitor Information.

Capture customer feedback on AI Answers directly in Help Scout. See which responses are working, uncover where they fall short, and continuously improve accuracy and clarity so customers get better answers the first time.

Start measuring AI performance

AI Answers now includes optional ratings so your customers can leave quick feedback on conversations. It’s a simple way to understand how AI Answers is really landing, not just whether it resolved the issue.

Head to Beacon settings to enable.

Every month, we round up the improvements and fixes that make Help Scout smoother, faster, and more reliable for your team. Here’s what shipped recently.

Improvements for your team

Updates that reduce friction and help your team do their best work.

User availability for smarter routing See who’s available right from assignment and @mention menus, so conversations go to the right teammate at the right time.

AI Drafts now work on converted chats Generate AI Draft replies using chat transcripts as soon as a chat becomes a conversation.

Exclude email domains in rules Fine-tune rules by excluding entire email domains, not just individual addresses. Create Linear issues faster Assign a Linear issue to a project directly from the sidebar, no extra clicks required.

Long email signatures now collapse in mobile Large signatures are collapsed by default on mobile, keeping the message content easy to read.

Phone notes now show customer context on mobile When logging phone notes on mobile, you’ll see the associated customer right in the conversation.

Improvements for developers

Conversation counts added to customer exports and APIs Customer exports and the Customer API now include conversation counts, making it easier to analyze customer activity without manual aggregation.

More reliable workflow processing

• Improved isolation for long-running workflow processing

• Cleaner, more focused monitoring for queued workflows

• Smarter handling of queued workflows after outages

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Bug fixes

Thanks to your feedback, we squashed a handful of pesky bugs.

• Drafts folder counts now update without needing a page refresh

• Sending unedited drafts no longer shows confusing error messages

• Saved Replies in chat now respect paragraph spacing

• Snooze and Send Later work correctly for companies on legacy plans

• AI Draft edit indicators now display accurately on mobile

Thanks for catching up with us. These focused updates add up, and we’ve already got more in the works for next month.