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.
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.
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. General availability coming soon.
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.
