See Who’s Ready to Respond
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…
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See all updatesAs Conversations
2026 Winter Seasonal Release
As Conversations
Multiply
This season brought more than 50 meaningful, visible upgrades to how support teams manage conversations at scale. Here are the highlights.
Smarter routing at scale
Clear ownership and balanced workloads, without manual assignments.
Evenly Distribute Conversations
Keep work balanced and simplify how conversations get assigned. Let routing handle assignments automatically so your team can stay focused on customers. Use Round Robin to share work…
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Every conversation, connected
Unify customer conversations and extend content into the tools your team uses to collaborate.
Bring WhatsApp into Help Scout
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…
Learn moreStart Every Call with Context
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…
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AI & automation at work
Get better signals and protect your operations as scale grows.
Improve AI Answers with Real Feedback
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…
Learn moreProtect Sensitive Data Automatically
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…
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Next season...
We’re building on this foundation with stronger SLAs, SMS features, configurable AI Agents, and AI Answers expanding to email.
