Help Scout

Centralize all customer conversations (email, chat, social) in one organized inbox with collision detection, @mentions, and private notes for seamless team collaboration without duplicating responses.

Automatically resolves up to 70% of routine customer inquiries 24/7 using your knowledge base content, reducing repetitive support work and enabling faster first-response times.

Generate, edit, and translate reply drafts with a single click; expand fragmented thoughts, adjust tone, and fix wordiness to help agents write better responses faster.

Automatically condense long email threads into bullet-point summaries in seconds, saving agents time and providing instant context without manually reading entire conversation histories.

Embed a customizable widget on your website offering live chat, support form submission, and instant knowledge base search—allowing customers to self-serve or contact you directly without leaving your site.

Create and publish a self-service knowledge base with articles, FAQs, and guides that customers can search through Beacon or on your website, reducing support volume and improving customer satisfaction.

Enable real-time conversations with website visitors; conversations automatically convert to tickets when agents are offline, maintaining continuity in the shared inbox.

Manage customer interactions across email, live chat, Instagram, Facebook, Messenger, and WhatsApp from a single unified inbox without switching tabs or losing context.

Automate repetitive tasks like ticket routing, assignment, status changes, and message scheduling; advanced workflows (Plus/Pro) include complex conditional logic and routing rules.

Track key metrics including response times, resolution rates, team performance, happiness scores, and channel-specific insights to identify bottlenecks and optimize support operations.

View complete account hierarchies and customer relationships; track all interactions with a company and its users, enabling contextual support based on full account history.

Create templates for common responses, maintain consistency in messaging, and enable agents to answer faster by reusing pre-approved content with customization options.

Separate customer conversations by department, product line, or function (Standard: 2 inboxes, Plus/Pro: unlimited); each inbox maintains its own settings, teams, and workflows.

Send targeted messages to website visitors using modals, banners, and notifications; include NPS surveys or custom surveys to gather feedback from specific customer segments.

Reach out to customers with targeted messages based on user behavior, product usage, or lifecycle stage; send notifications about updates, promotions, or personalized offers.

Control visibility and data access at the company, team, or individual user level; available in Pro plan for organizations requiring granular security and compliance.

Enterprise-grade single sign-on via SAML 2.0 integration; centralize user management and enforce corporate security policies (Pro plan only).

Enable HIPAA support through Business Associate Agreement (BAA); encrypt data in transit (256-bit SSL) and at rest; audit access controls for healthcare and regulated industries (Pro plan).

Pro plan customers receive a dedicated onboarding specialist to set up the platform and a strategic account manager for ongoing optimization and success.

Automatically distribute incoming conversations equally among team members based on availability and workload; Plus plan and above includes advanced routing options.