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.

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.

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.

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.

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.

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. ✍️

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.