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.

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

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.

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.

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.

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.

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.

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.