Customer Service Help Centers
Snooze Conversations - Help Scout Support
NEW Snooze a conversation and set a specified date and time for the conversation to reappear with an Active Status. Snooze is available for all users on all cur
Get Started With Messages - Help Scout Support
Messages is a feature that allows you to surface targeted messaging when and where you want it. Messages can help you meet goals like increasing engagement with
Connect Olark With Help Scout to Get Chat Transcripts to Your Inbox - Help Scout Support
Olark Live Chat is an easy-to-use live chat platform for your website. Simply copy-and-paste the embed code they provide, and within minutes you can be talking
Connect Kissmetrics With Help Scout to Track Customer Activity - Help Scout Support
Kissmetrics is an analytics tool for tracking activity throughout a customer's lifecycle. Integrating with Help Scout will allow you to track conversation actio
Connect Nicereply With Help Scout to Gather Feedback - Help Scout Support
Nicereply is a customer satisfaction survey tool built for support teams. Once connected, you can measure customer satisfaction via a survey at the bottom of e
Connect Hively With Help Scout to Gather Feedback - Help Scout Support
Hively is a great way to measure customer happiness. With Hively's snippet embedded in your signature, customers can rate your response with just one click. Thi
Connect Shopify With Help Scout to View and Work With Orders in the Sidebar - Help Scout Support
Shopify provides your business with everything needed to start selling online. You have full control over the design of your store, can accept secure payments f
Connect Kickstarter With Help Scout - Help Scout Support
Help Scout has a built-in integration that funnels all your customer messages from Kickstarter neatly into your Help Scout Inbox. There's no need to set up anyt
Connect Chatra With Help Scout - Help Scout Support
Chatra is a live chat software that allows your customers to chat with you and have their questions answered in real time. Chatra enables you to engage proactiv
Connect Talkdesk and Help Scout to Manage Phone Calls - Help Scout Support
Talkdesk brings all the benefits of an enterprise-level call center to your business. It's entirely web-based and works beautifully alongside Help Scout. With T
Connect Snap Engage With Help Scout to Get Transcripts in Your Inbox - Help Scout Support
Snap Engage is a simple plug-and-play live chat you can embed on any website. For users, it integrates directly with your IM program of choice (Gtalk, Skype), m
Messages - Help Scout Support
Proactively send targeted, in-app notifications to your customers
Beacon - Help Scout Support
Learn how to work with and customize Beacon
Customize Your Inbox Settings - Help Scout Support
Each Help Scout inbox has its own distinct settings — customize your inbox to make it your own! This article will guide you through each of the inbox settings y
Reports: Chat - Help Scout Support
The Chat report is all about seeing volume, efficiency, and team productivity when using Beacon with live chat over time. Note: The Chat report only appears in
Keyboard Navigation - Help Scout Support
A command palette and keyboard shortcuts provide a quick and easy way to move around Help Scout. In this article The Command Palette Turn Off Keyboard Navigatio
Create and Manage Docs Redirects - Help Scout Support
A redirect is a way to send both visitors and search engines to a different URL from the one they originally requested. This might be another URL in your Docs s
Help Scout Free Plan - Help Scout Support
Help Scout’s free plan is a great way to get started with delivering exceptional customer service at no cost. Whether you’re a small team or just starting out,
Messages Pricing - Help Scout Support
Messages — the proactive messaging feature in Beacon — is included in all current plans for up to 2,000 unique viewers a month for no additional charge. There i
Docs SSL - Help Scout Support
HTTPS is a modern encryption protocol that creates a secure connection between your browser and the sites you visit. Our goal is to provide HTTPS (SSL) connecti
Changes to SPF Requirements With Help Scout - Help Scout Support
Prior to 2024, to send using Help Scout servers from your custom email address, creating an SPF (sender policy framework) record was necessary for email authent
Merge Multiple Conversations From One Customer - Help Scout Support
Sometimes you'll have multiple conversations that you want to merge together to handle at once — perhaps your customer emailed you several times about the same
Referral Program - Help Scout Support
We're so grateful for the Help Scout love that is shared across the world! Now it's our turn to return the warm fuzzies. Our referral program lets you refer Hel
About the Recently Deleted View - Help Scout Support
Conversations deleted by a Help Scout user are still accessible via the Recently Deleted view for 15 days, unless manually purged. This allows you to quickly an
Change the Customer on a Conversation - Help Scout Support
This is probably not something you'll find yourself doing often, but from time to time you'll need to change a customer on a conversation, allowing you to direc
Customize Basic and Advanced Beacon Settings - Help Scout Support
From the Customize tab, you can change some basic Beacon settings, or update a few advanced settings to get the look and feel of your Beacon just right. Let’s t
Customers List - Help Scout Support
The Customers list brings all of your customers into a searchable and sortable list to quickly view their information. Just click Customers from the top menu to
Create a Conversation With Pre-filled Data - Help Scout Support
You can pre-fill the customer email address, Cc/Bcc lines and the subject line on the New Conversation page by adding a few things to the URL. Here's an example
Use Conversation Lock to Prevent Re-opening Old Conversations - Help Scout Support
Have you ever had a customer reply to an ancient conversation? Conversation lock prevents new updates to old conversations. This keeps old conversations from su
Mobile notifications - Help Scout Support
Mobile notifications are helpful for keeping tabs on conversation updates while you're on the go. This article is all about how to set up and manage your mobile
Explore Messages - Help Scout Support
Say hello 👋 to Messages and proactively communicate with your customers and site visitors. Messages can be used anywhere on your website, without the need for
Move Conversations to Different Inboxes - Help Scout Support
Moving conversations from one Inbox to another is helpful if a customer accidentally emailed the wrong inbox address, or if you're just passing the conversation
Getting Started - Help Scout Support
Frequently asked questions and support documentation for Help Scout
Live Chat - Help Scout Support
Learn about chat availability, saved replies, notifications, and assignments
Style Your Message - Help Scout Support
Messages, the proactive messaging feature built into Beacon, offers a number of formatting and style options so you can get creative and really catch some eyes!
Mobile Apps - Help Scout Support
Work in your Inbox from iOS or Android devices in mobile apps