Help Scout Free Plan - Help Scout Support

Description: 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,

Content: Help Scout Free PlanHelp 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, the plan offers a robust set of tools to help you provide high-quality support.When it’s time to grow, upgrading is easy. Unlock additional features and scale seamlessly to meet your team’s needs, ensuring your customers always receive the best experience.In this articleIncluded in the Free PlanContact LimitsHow To UpgradeIncluded in the Free PlanThe free plan includes the features you'll need to start helping your early customer base. Use all of these features together to help up to 50contactsper month, via email, channels, live chat, or AI Answers.Shared InboxYou get 1 shared Inbox with unlimited users. You get unrestricted use of many of our Inbox features, like the ability to schedule a reply tosend later, the option tosnooze a conversation, and AI helpers likeAI Drafts,AI Assist, andAI Summarize.Create up to 10Inbox viewsto sort conversations.Use up to 100tagsto categorize conversations.Have up to 10saved repliesready to answer customers quickly and consistently.Connectsocial media channelsto handle Instagram and Facebook Messenger conversations in Help Scout.Knowledge BaseBuild 1Docssite to hold your help documentation that can be managed by unlimited users, allowing your whole team to offer their own knowledge up.Create as manycollections, categories, and articlesas you need.Help WidgetCreate a Beacon help widget that you can embed in your website or app to give your customers easy access to self-service options or to reach out to your team.EnableAI Answersin Beacon to enable an interactive interface with your Docs knowledge base, allowing your customers to utilize self-service that makes it easy for them.Offerlive chatwith your team and/or acontact formto send an email to your Inbox from your Beacon.MessagesHave up to 10Messages. Proactively send targeted notifications in your app or website anywhere Beacon is embedded.AutomationCreate up to 10workflowsto take automated actions on conversations as they meet your criteria.Set up anInbox auto replythat will send the reply you define to each to new conversation.ReportingReport on volume, responses, and customer happiness over the last 30 days.Usereport viewsto filter the data to create custom reports.SecurityAll users can set up two-factor authentication to secure access to your account.Contact LimitsFree accounts are limited to helping 50 contacts per monthly cycle.When you reach that limit before your monthly cycle is up, you won't be able to reply to customers — using email, channels, chat, or AI Answers in Beacon — until the next cycle or you upgrade.You'll still receive any emails your customers send during this time, you just won't be able to reply.A contact is someone you've helped, which includes:Email conversations with at least one replyPhone conversations created in Help ScoutChannel conversations (such as Messenger or Instagram) with at least one replyChats accepted and replied to by a user in your accountQuestions resolved byAI AnswersNote:You can interact with the same person across multiple channels, but they only count as one contact. The contact count resets to zero each monthly billing cycle.Some additional clarifications:Auto replies sent using theInbox auto-reply featuredo not count as a reply.Automatic replies sent via workflows do not count if that is the only replyOnly theTo:address in an email conversation counts as a contact; any addresses in theCCorBCCfields do not count.AI Answers resolutions from unidentified users are distinguished by the device ID recorded with each session. Sessions with the same ID are associated with the same contact. More aboutidentifying customers via Beacon here.How to UpgradeWhen you find that you need more advanced functionality, or if you're exceeding the 50 contact per month limit on a regular basis, it's time to upgrade.Your Account Owner can upgrade anytime!Click your avatar or initials in the right corner of the top navigation menu, then selectYour Plan.ClickManage your plan.ChooseMonthlyorAnnualbilling, then choose the plan that best suits your needs.Note that the image below is for illustrative purposes only; actual plan details you see in your account may vary.

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