Help Scout Product Updates

Track Response and Resolution Times with SLAs

Fri, 17 Apr 2026 05:00:00 GMT

SLAs give every conversation a clear timeline from start to finish.

Set response and resolution targets so you can see what’s on track, what’s overdue, and where to focus next directly in your Inbox. As conversations move forward, timelines stay up to date so your team always has an accurate view of what needs attention.

Know What’s Behind Every Status

Mon, 30 Mar 2026 05:00:00 GMT

Availability only tells part of the story. With custom status messages, teammates can share what’s actually going on: whether they’re heads down on a project, stepping away for a bit, or out of office.

That context shows up across the inbox, so you can hand off work, ask for help, or loop someone in without interrupting their flow while keeping conversations moving for your customers.

Protect Sensitive Data Automatically

Tue, 17 Feb 2026 12:00:00 GMT

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.

Bring WhatsApp into Help Scout

Tue, 17 Feb 2026 06:00:00 GMT

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.

See Who’s Ready to Respond

Tue, 17 Feb 2026 05:00:00 GMT

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.

Use Google Docs to Power AI Answers

Thu, 12 Feb 2026 10:00:00 GMT

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.

A Fresh Look for Mobile Conversations

Mon, 09 Feb 2026 05:00:00 GMT

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.

Start Every Call with Context

Tue, 27 Jan 2026 06:00:00 GMT

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

Collect Email Addresses in AI Answers

Mon, 26 Jan 2026 15:00:00 GMT

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.

Add signal on AI Answers performance from customers

Tue, 13 Jan 2026 15:00:00 GMT

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.

Improve AI Answers with Real Feedback

Tue, 13 Jan 2026 15:00:00 GMT

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

What’s New (and Improved) This Month

Mon, 05 Jan 2026 06:00:00 GMT

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.

Watch Now: How One Team Saves 10 Hours per Week with AI Answers

Wed, 17 Dec 2025 05:00:00 GMT

Curious what it’s actually like to roll out AI Answers? In our latest live workshop, Crystal Price from Sttark shared how her support team uses it to handle common questions and save serious time.

No hype, just a candid walkthrough of how it’s changing their approach to self-service.

🎥 Watch the recording

Say Hello to a Smarter Linear Integration

Fri, 12 Dec 2025 05:00:00 GMT

You can now create more detailed Linear issues to save yourself from manual entry. Add a project, assignee, and labels right from Help Scout.

If you use Linear's Customer Requests feature, linked Help Scout conversations will automatically group by company within the related Linear issue. Simply enable the setting in Help Scout’s Linear app page to get started.

Available on Plus and Pro plans.

Bring Company Context to Every Conversation

Mon, 08 Dec 2025 06:00:00 GMT

Company properties allow you to store key details about entire organizations, not just individual contacts. From billing info to plan types, you can quickly get the context you need on key accounts. Now available on Plus and Pro plans.

Learn more about Company properties.

What’s New (and Improved) This Month

Sun, 30 Nov 2025 06:00:00 GMT

Welcome to our first monthly roundup. Every month, we’ll highlight the improvements and steady updates that make Help Scout even better to use.

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🛠️ Improvements for your team

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

Copy thread URL

Need to bring someone into a conversation? Grab a direct link to any thread and share it instantly.

New permission for auto replies

Let teammates update your autoreply without granting full admin access.

Improvements to processing time for Workflows

Workflows just got way faster. Workflows that sometimes took 3 or more days to process now take just 5 minutes.

Import emails from Outlook

Skip the copy-and-paste slog. Bring your Outlook history into Help Scout in a few clicks, keeping all past conversations in one place.

Sort companies by Last Seen

Quickly spot your most recently active accounts with a new “Last Seen” sorting option.

Mobile: Adding notes just got smoother

Your conversation list now refreshes right after you add a note, so you’re always up to date.

Conversation dock is now available on iPad

Use the conversation dock to easily juggle conversations across devices.

A new way to fine-tune your Views

Create more focused Views by filtering out entire customer domains — not just individual addresses.

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🛠️ Improvements for developers

Enhancements that make building on Help Scout more powerful and reliable.

API support for company management

You can now manage organizations at scale with new endpoints for listing, creating, updating, and retrieving organizations. Take a look at the full set of endpoints.

New organization webhooks

Stay up to date with webhooks that instantly notify you when an organization is created or updated.

Webhooks for AI Answers

Get real-time visibility into AI Answers with new webhooks that track responses, so you can measure impact or trigger custom workflows.

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🐛 Bug fixes

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

Generated PDF invoices render correctly again
Folder counts display the right totals
The “number” filter in search now works as expected
On mobile, tables render properly inside messages

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

Get New Insights from Your Data

Fri, 31 Oct 2025 01:03:00 GMT

You can now use customer properties to filter reports, giving you more flexibility to analyze trends across customer groups. It’s a powerful way to answer key questions about your business, compare segments, and understand where to focus your efforts.

Now available on Plus and Pro plans.

Evenly Distribute Conversations

Fri, 24 Oct 2025 12:00:00 GMT

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 evenly in a consistent order, or choose Balanced Routing to assign conversations to the teammate with the fewest active conversations – keeping workloads steady throughout the day. See how to set it up.

Distribute Work Evenly with Round Robin Routing

Fri, 24 Oct 2025 12:00:00 GMT

Let routing handle conversation assignments automatically so your team stays focused on customers.

Use round robin on Plus and Pro plans to share the load and respond faster. Pro accounts can also choose load balanced routing, which considers each teammate’s current workload to keep assignments fair. ⚡

Learn more about routing.

Merge Companies to Tidy Up Your Data

Thu, 23 Oct 2025 04:00:00 GMT

You can now merge duplicate companies in Help Scout to keep your customer data accurate. In just a few clicks, you’ll have all their conversations, contacts, and details in one place, so your team always sees the full story.

Search Faster with Powerful New Filters

Thu, 23 Oct 2025 01:03:00 GMT

Filter results by company or customer properties to see just what you need, right when you need it.

Available on all plans.

🔎Learn more about search filters.

Automate Actions by Company

Wed, 22 Oct 2025 01:03:00 GMT

You can now use company as a workflow condition to automate tasks or prioritize conversations based on who’s reaching out. No more workarounds!

Available on Plus and Pro plans.

Learn more about automatic workflows here.

Connect Conversations to GitHub Issues

Fri, 03 Oct 2025 01:03:00 GMT

The new GitHub app makes it easy to keep customers updated, simplify support communications, and give dev teams context from conversations, all without leaving Help Scout.

Now available on Plus and Pro plans.

Signatures Now Work with Aliases

Sat, 27 Sep 2025 01:03:00 GMT

Keep replies consistent without the extra steps. You can now include your Inbox’s default signature automatically, keeping every message polished and professional.

Learn how to manage Inbox signatures here. ✍️

A Faster Mobile Inbox Is Here

Sat, 27 Sep 2025 00:45:00 GMT

Speed up your mobile routine with the latest update: thread order now matches desktop, updates arrive instantly, and the convo dock lets you take action without scrolling.

Fresh Look, Easier Editing: The New Contact Profile

Mon, 22 Sep 2025 10:54:00 GMT

Notice something different? The contact profile is cleaner than ever so you can save time on every update. With properties in their own tab, it’s easier to focus on the details that matter most.

Improve AI Answers Automatically

Wed, 20 Aug 2025 16:00:00 GMT

Get suggestions for better replies based on your team's previous conversations.

Approve, tweak, or skip with a click.

Introducing Company Management

Wed, 20 Aug 2025 10:54:00 GMT

Supporting customers often means supporting entire organizations, not just individuals. With company management, your team gets the full picture of every account so you can deliver faster, more thoughtful support.

See the whole account: View every contact and conversation tied to a company in one place.

Get context at a glance: Add company details to Views and report filters for quick insights.

Stay aligned as a team: Know which contacts have reached out and what’s already been discussed.

👉 Explore Company Management

Now available on Plus and Pro plans.

Do More From the Conversation List

Tue, 19 Aug 2025 18:48:00 GMT

With a quick hover you can assign, change status, or snooze a conversation directly from the list view — making Inbox management quicker than ever.

Copy Your Column Setup Across Views

Wed, 13 Aug 2025 19:45:00 GMT

Create your ideal setup once, then copy it to other Views to save time organizing columns. 🙌

New to column management? Check out this article for more info.

Update Notes the Fast Way

Mon, 11 Aug 2025 10:54:00 GMT

No need to open edit mode — now you can update contact notes right from the sidebar with a single click.

Add Context to Views with Customer Properties and Custom Fields

Fri, 01 Aug 2025 10:54:00 GMT

You can now add columns for Customer Properties and Custom Fields to any View on Plus and Pro plans. Bring helpful details like plan type or request type to any view, or even sort and filter columns to stay focused on the right conversations. Check out this article for more details on column management.

A Faster Way to Edit Contacts

Fri, 01 Aug 2025 10:54:00 GMT

Now you can update contact details alongside conversations so you can stay focused on what matters most—your customer. ✏️ Click a contact’s photo to start editing.

React to Replies and Notes with Emoji

Thu, 31 Jul 2025 10:54:00 GMT

Whether you’re dropping a 🎉 for a great reply or a 👀 to signal “I’m looking at this,” now you can keep your team in sync without extra messages. And don’t worry—they’re only visible to your team, so you won’t have to explain that 🔥 reaction to customers. Just hover over a reply, note, or draft and choose your emoji.

Filter Reports by Company

Fri, 25 Jul 2025 10:54:00 GMT

Reports just got smarter 🧠 You can now filter reports by company to get a clear view of what’s happening across an entire account. Understand how specific companies are engaging with your team, from conversation trends to key metrics. It’s a simple way to better measure and manage your account-level relationships.

Meet the Stripe App

Fri, 18 Jul 2025 10:54:00 GMT

Quickly view transaction history, subscription status, and customer info right from the sidebar. Take action by creating subscriptions and issuing refunds, all without leaving the conversation. Whether you're troubleshooting a failed payment or answering a billing question, the context you need to support your customers is right where you work. Ready to get started? Connect Stripe today.

Make AI Answers Even Better

Wed, 09 Jul 2025 10:54:00 GMT

Now you can add a quick note to improve the response the next time. And the time after that. And the time after that…

Get More Context with Column Management

Tue, 24 Jun 2025 10:54:00 GMT

You can now choose which columns appear in your Inbox and arrange them in your preferred order. Add key details like tags, waiting since, last updated, and more to make the queue your own. Learn how to get started with column management.

Filter Views by Company

Mon, 09 Jun 2025 10:54:00 GMT

Keep an eye on specific customers with the new company filter in Views. Plus and Pro plans can now use it to quickly surface conversations with important accounts or segments. Create or edit a View to give it a try! Learn more about Inbox Views here.

New channel filters in Views

Wed, 04 Jun 2025 10:54:00 GMT

You can now filter conversations in Views by Instagram, Messenger, or AI Answers — making it easier to focus on the conversations that matter most across every channel you support.

Closed Conversations in Views

Wed, 28 May 2025 10:54:00 GMT

You can now choose to include closed conversations in your custom Inbox Views. This gives you more flexibility to track trends, follow up on past issues, or review team activity. Just toggle on or off depending on what you need to see. Your preference is saved per View and browser.

AI Answers Website Content Selector

Wed, 23 Apr 2025 10:54:00 GMT

You now have more control over AI Answers—preview a breakdown of your Additional Sources websites and choose which pages to include and exclude as knowledge for AI Answers.

Formatting just got easier

Wed, 16 Apr 2025 10:54:00 GMT

Meet the new formatting toolbar! Click the Aa icon to access format options, saved replies, and all your go-to actions. Prefer to stay on your keyboard? Markdown still works like a charm.

Properties in Workflows

Mon, 31 Mar 2025 10:54:00 GMT

Customer properties are now available in Workflows for all current Plus and Pro plan users. This means you can trigger automations based on key customer details—like subscription status, customer type, or any other property you track. It’s a powerful way to tailor actions to the needs of each customer segment. Not using customer properties yet? Check out this article to get started.

Notification Station, now on mobile

Fri, 28 Mar 2025 10:54:00 GMT

Stay in the loop, wherever you are. The Notification Station is now available on mobile, giving you a streamlined view of what needs your attention—right from your phone. Whether you’re on the go or just away from your desk, it’s easier than ever to stay caught up.

Properties in Saved Replies

Wed, 26 Mar 2025 10:54:00 GMT

Saved Replies now support customer properties on Plus and Pro plans, enabling you to personalize responses with relevant customer data. This makes it easier to tailor your communication, driving more impactful and efficient responses. Not using customer properties yet? Check out this article to get started.

New in Beacon: Expanded Article Format

Fri, 31 Jan 2025 10:54:00 GMT

Articles in Beacon now expand when opened, giving customers more room to view images, videos, and more. When closed, the Beacon returns to its original size.

Emoji Lovers, Rejoice!

Fri, 10 Jan 2025 10:54:00 GMT

We’ve just supercharged your emoji game! Here’s what’s new:

More emoji, more fun:
Over 1,800 new emoji added to express yourself even better.🎭
Better inline searching and browsing:
Quickly find the perfect emoji by typing a colon (:) and a keyword, or explore using the command menu (/) to see all emojis and categories🔎 🗂️
Personal touch:
Set your default emoji skin tone to match your style! 💁🏾‍♀️

Ready to level up your emoji game? 🌈 Go ahead and give it a try! 🙌

Introducing Linear in Help Scout!

Wed, 08 Jan 2025 10:54:00 GMT

Our Linear integration is now available to all current Plus and Pro plan users! You can now create, link, and track Linear issues, all without ever leaving the customer conversation. Ready to get started? Contact your account owner or admin to get set up. Not on the Plus or Pro plan? Reach out to your account owner or admin to discuss upgrading.

Improved Access to Customer Fields

Thu, 19 Dec 2024 10:54:00 GMT

You can now view the custom fields panel and customer profile sidebar side by side for quick reference. Not seeing both? Simply enlarge your window until there’s enough space. Custom fields let Plus and Pro plan customers add helpful details to conversations. Learn more about custom fields.

AI for HIPAA

Fri, 13 Dec 2024 10:54:00 GMT

AI assist and AI summarize are now HIPAA-compliant. Start responding to customers faster with AI. Sign your BAA addendum here and we'll enable your AI features.

Manual workflows on the mobile app

Thu, 12 Dec 2024 10:54:00 GMT

Taking action on the go has never been easier! You can now run manual workflows on conversations from the app, enabling you to take multiple actions in just two taps. Tap the bolt icon in any conversation to view and select the workflow you want to run. Did you know? You can leverage the power of AI Drafts on the go. Simply create a Manual Workflow that includes the `Generate an AI Draft` action. When working from the mobile app, run the workflow on a conversation to create AI Drafts where helpful.

Customer Properties on the mobile app

Tue, 29 Oct 2024 10:54:00 GMT

You can now access Customer Properties right from the customer profile while on the go! Just tap the customer’s avatar in any conversation to view their profile including details like email, phone number, past interactions—and now properties. Stay connected and informed, no matter where you are. Read more about customer properties here.

New Composing Experience in Saved Replies

Fri, 25 Oct 2024 10:54:00 GMT

We’ve improved the way you create Saved Replies. The new editor offers robust formatting options and supports images, making it easier to compose clear and custom messages. Try it out today! Read all the details about saved replies here

Shopify update: Edit and duplicate orders

Thu, 10 Oct 2024 10:54:00 GMT

You can now edit and duplicate Shopify orders seamlessly within Help Scout. Manage changes and create repeat orders easily, all without leaving the page. New to Shopify in Help Scout? Connect here. Not seeing the update? Re-authorize Shopify in the conversation sidebar.

Custom Fields have a new home

Tue, 01 Oct 2024 10:54:00 GMT

You can now access Custom Fields in the conversation header by selecting the new custom field icon. The custom field panel now displays required fields above the line and non-required fields below. As you reply, you’ll also be able to set any required custom fields directly within the editor. Read more about Custom Fields here.

AI summarize has moved

Tue, 01 Oct 2024 10:54:00 GMT

AI summarize is still your one-click solution for summarizing conversations into concise bullet points, but it has a new home in the conversation header. Read more about AI summarize here.

Improve your AI drafts in seconds

Fri, 20 Sep 2024 10:54:00 GMT

Want to tweak an AI draft? Now you can give AI your feedback and get a rewrite. Click the “Draft with AI” button, and either insert the draft as is or provide a prompt to improve it. Try it out in your next reply, or learn more here.

Organize your inbox, your way with views

Mon, 16 Sep 2024 10:54:00 GMT

Keep tabs on the conversations that matter most. Use views to group conversations based on criteria like tags, assignments, status, and more. Views are available in Inbox 2—update your account to get access here.

Sidebar flexibility at your fingertips

Tue, 10 Sep 2024 10:54:00 GMT

You can now choose to display or hide the sidebar—simply click the arrow at the top. It's your Inbox, your way. If you aren’t in Inbox 2 yet, click here to switch and get access.

Automate AI drafts with workflows

Fri, 23 Aug 2024 10:54:00 GMT

Use workflows to auto-generate AI drafts at scale based on conditions like tags, subject lines, and more. Check out this step-by-step guide to create AI drafts with workflows.

Move faster with the command palette

Thu, 22 Aug 2024 10:54:00 GMT

Skip the mouse and access keyboard shortcuts in seconds with the command palette. Just hit Cmd+K (Ctrl+K on Windows) from the list view or within a conversation—all within Inbox 2.

AI drafts are now available in Inbox 2

Wed, 12 Jun 2024 10:54:00 GMT

Delight more customers in less time with AI drafts. In one click, generate a high-quality draft ready for you to review, revise, and send. Try AI drafts for free on 100 conversations in the Inbox. Still in the Mailbox? Switch Inbox 2 to get access.

Schedule your emails with send later

Mon, 03 Jun 2024 10:54:00 GMT

Working late? Live in a different time zone than your customers? Schedule emails to arrive exactly when you want with send later. If you’re not in Inbox 2 yet, opt-in to get access to send later.

Experience snooze in Inbox 2

Wed, 01 May 2024 10:54:00 GMT

With snooze, you can set a date and time for a conversation to return to the top of your inbox—whether it’s in two hours, two days, or two weeks. Not in Inbox 2 yet? Opt in and get access to snooze.