The latest Help Scout improvements, features, and updates.
Be the first to know what's new so you can save more time and delight more customers.
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.
Inbox now automatically redacts sensitive customer information as conversations happen. Personal details are masked by default, keeping data handling consistent as your team works. Access can be granted when truly needed, and retention settings follow your policies behind the scenes. Generally available April 2026.
Know who’s ready to respond at a glance. Teammates can now set their status to Active or Away in Inbox and Chat, giving your team clear visibility into who’s available.
With availability built into Routing, new conversations are assigned only to teammates who are set to Active. When someone switches to Away, assignments pause automatically and resume when they return. Learn more about user status and availability.
AI Agents now support Google Docs and Sheets as knowledge sources, so your AI can stay in sync with the docs your team already uses.
Add a Google Doc or Sheet as a single source, make sure it’s shared with “anyone who has the link”, and your AI Agent will keep answers up to date as the content changes.
Mobile conversation threads just got a glow up. You’ll have the same functionality you’re used to, but with a cleaner design that’s better for focused work.
Connect Aircall to Help Scout. See what happened before the call, capture what happens during it, and give your team the full picture from the first hello. Call details and conversation history live together, making follow-ups seamless. Explore the integration
You can now ask visitors for their email before they start a chat in AI Answers. It’s a quick way to simplify following up on any conversation. Set it as optional to keep things moving or required to ensure you get the contact details.
To enable, head to Edit Beacon → AI Answers → Visitor Information.
