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

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

Approve, tweak, or skip with a click.

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

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.

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.

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.

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.