Conversations with customers can move between people and channels without losing the context that makes support feel personal.
Inbox
Support that stays connected from start to finish
The Help Scout Inbox brings every interaction into a single workspace, making it easy to follow the thread across channels and handoffs.
With Help Scout, customers who interact with our support team within their first three months are retained at a 26% higher rate.
Every interaction builds on the last.
One workspace for every conversation
Manage email, chat, text, social, and phone without juggling new conversations and customer context across platforms.
Context follows the customer
Teams have the information they need before they even start typing. Every customer in Help Scout has a profile that brings conversations, company details, and past interactions to one screen.
Understand the entire account at a glance
Group individual contacts under shared company accounts to see the bigger picture behind every conversation.
Coordination your customers never have to see.
Help Scout keeps teams connected across conversations, so customers never feel bounced around.
Shared context for every handoff
Internal notes give your team a place to leave background, escalation details, and next steps directly inside the conversation. Every teammate picks up with the context they need, without customers repeating themselves.
Conversations reach the right people, fast
Routing and assignment rules automatically send conversations to the right person based on team, skill, Inbox, or customer details.
Give every teammate a strong starting point
Saved replies help teams respond quickly with accurate, high-quality answers that can still be tailored to the customer and conversation in front of them.
Stay aligned on every priority.
SLAs, views, and workflows keep teams focused on what’s urgent, overdue, or at risk of falling behind.
Spot at-risk conversations early
SLAs keep deadlines visible so your team can prioritize customer commitments in a busy queue.
Personalized views for every teammate
Filter conversations by status, assignee, tag, channel, or customer segment so everyone gets the signal they need without the noise.
Put repetitive work on autopilot
Workflows automate the tedious stuff that keeps everything organized like tagging, routing, status changes, and notifications, so your team stays focused on conversations.
AI that supports your team.
The best support experiences combine thoughtful AI with human judgment. Help Scout gives teams sharper context, faster starts, and more space to focus on the moments that build trust.
Draft unlimited replies with a click →
Get a head start on any reply with unlimited AI drafting, backed by your sources.
Summarize long threads
Pull critical context from back-and-forth messages to keep conversations moving.
Make fast adjustments
Adjust tone, fix grammar, tighten up long replies, or translate text in seconds.
Plus, the visibility great support depends on
Avoid duplicate effort
See when a teammate is viewing or replying to the same conversation, so time isn't spent twice.
Know who’s available
Set yourself as active, away, or add a custom status so teammates know who can jump in before assigning work.
Satisfaction ratings
Spot opportunities to improve. Collect customer feedback after conversations, then spot what’s working and where the experience needs attention.
