Help Scout

Automatic AI-generated summaries of lengthy customer conversations for quick review.

Machine learning powered detection of customer sentiment and urgency in conversations.

Intelligent response suggestions powered by machine learning to speed up reply composition.

Chrome and Firefox extension for quick access to Help Scout conversations and customer data.

iOS and Android apps for managing support tickets and responding to customers on the go.

Granular role-based permissions and team assignments for secure access control.

Granular permission settings controlling what each team member can access and modify.

Full archive of all customer interactions with search and filtering capabilities.

Dashboards showing team performance metrics, response times, and customer satisfaction scores.

Detailed metrics on first response time, resolution time, and other SLA indicators.

Intelligent routing of conversations to team members based on availability and skills.

Conditional workflows that automatically route, tag, and prioritize tickets based on criteria.

Add company-specific fields to customer profiles and conversations for tailored data capture.

Unified customer view showing all interactions, purchase history, and custom fields.

Real-time alerts when multiple team members are working on the same conversation.

Forward conversations between team members or departments for expert assistance.

Internal notes for team members to add context and information without alerting customers.

Display online/offline status to visitors with estimated response times.

Customizable forms to collect customer information before initiating a chat conversation.

Real-time chat widget for engaging visitors and customers on your website.

Track all user actions and changes for security compliance and investigation.

Complete transcript history of live chat conversations for compliance and review.

Data privacy features including right to be forgotten and data export capabilities.

Configure email addresses, forwarding rules, and mailbox preferences.

Visual organization of email threads showing complete conversation context.

Upload and share files with customers directly within conversations.

Unified inbox for email, chat, and web form submissions in one platform.

Centralized email management where teams collaborate on customer conversations.

Customizable email signatures with team member details and branding.

RESTful API for building custom integrations and automations with Help Scout data.

Gather customer feedback with post-conversation ratings and surveys.

Tools to import existing customer lists and conversation history from other platforms.

Send emails directly to a Help Scout address to create tickets in your shared inbox.

Real-time event notifications sent to external systems when conversations change.

Self-service portal for customers to find answers and reduce support tickets.

SEO-friendly self-service portal with customizable branding and article structure.

Control chat availability during specific hours or limit concurrent conversations.

Track and enforce service level agreements with automatic escalation rules.

Combine multiple related conversations into a single thread for better organization.

Categorize and organize conversations with custom tags for better management.

Bulk operations to perform actions on multiple conversations simultaneously.

Reusable message templates for consistent and faster customer responses.

Advanced search across all customer conversations to find relevant information quickly.

Single Sign-On support via SAML for enterprise security and account management.

Enhanced security with optional two-factor authentication for team member accounts.