All Updates

Keep conversations moving when someone is out of office.

Choose how long a teammate needs to be away before reassignment kicks in, then let the system handle the rest. When a customer replies, a conversation reopens, or a new message comes in through workflows, it will not sit with someone who is unavailable.

If a customer follows up while the assigned teammate is on vacation, the conversation becomes unassigned so someone else can pick it up and respond.

You can now manage your availability status from web and mobile. Set yourself to Active or Away, or add a custom status like “Out to lunch” or “At a doctor’s appointment” so teammates have more context around your availability. Your status stays in sync across the inbox, making it easier to know who’s available before assigning conversations or looping someone in.

Stop manually monitoring SLA targets and let workflows do the work.

Trigger workflows when a conversation is assigned to an SLA policy, approaching a breach, or has already missed a target. Send notifications, add internal notes, update conversation details, or take other actions automatically so teams can respond before issues escalate.

For example, if a conversation is nearing its first response or resolution deadline, you can notify a team lead or add an internal note that prompts follow-up before the SLA is missed.

Get the context you need before your next customer conversation.

Company Profile brings together the metrics, trends, and activity that shape a customer's support experience. Quickly see changes in response times, customer satisfaction, conversation volume, and the topics customers are reaching out about, all from a single view.

Whether you're preparing for a renewal, reviewing account health, or investigating a change in support activity, you'll have the context you need to understand what's happening and where to focus next.

Create more targeted views based on what’s happening in a conversation.

Quickly find conversations where a customer is waiting on a reply, spot low-rated interactions that need follow-up, or surface messages that mention specific topics. Combine these with your existing filters to keep the right conversations front and center, without needing workarounds or extra steps.

Learn more about all supported views conditions here.

We introduced SLAs to help teams manage first response and final resolution times directly in Help Scout. Now, we’re expanding that support with Next Response Time (NRT) goals.

NRT helps you track follow-up responsiveness between the first reply and final resolution. Each time a customer replies, the SLA timer starts again so you can measure how long customers are waiting throughout the conversation, not just at the beginning or end.

For example, if a customer follows up with another question after a teammate’s response, Help Scout will track how long it takes for the next reply to happen, helping your team avoid long gaps between responses.

NRT compliance is also included in SLA reporting, giving you a clearer picture of responsiveness across the full conversation experience.

Learn more about SLAs here.

Go further than first replies and resolutions. Build SLA views that reflect the next layer of urgency for your team. 

Use SLA-specific filters to surface conversations that need a reply soon, are approaching resolution deadlines, or have already breached. For example, create a view for conversations due in the next hour so your team can stay ahead during busy periods, or isolate breached conversations to quickly recover.

Combine these filters with your existing views to create focused workflows that help your team prioritize the right work, at the right time, without manual sorting.

Learn more about SLAs here.

Now your team’s availability updates itself on web and mobile. With presence detection, Help Scout automatically sets teammates as Active or Away based on whether they are using the app, so there is no need to toggle status manually.

This is especially important when you're using Routing. Conversations are assigned only to people who are actually available, which means fewer missed assignments, better load balancing, and a smoother experience for both your team and your customers. Teammates can still set themselves as Away when needed, like for PTO, and those settings will not be overridden.

SLAs give every conversation a clear timeline from start to finish.

Set response and resolution targets so you can see what’s on track, what’s overdue, and where to focus next directly in your Inbox. As conversations move forward, timelines stay up to date so your team always has an accurate view of what needs attention.

Availability only tells part of the story. With custom status messages, teammates can share what’s actually going on: whether they’re heads down on a project, stepping away for a bit, or out of office.

That context shows up across the inbox, so you can hand off work, ask for help, or loop someone in without interrupting their flow while keeping conversations moving for your customers.