At $0.75 per resolution, Envoy is the affordable way to take on more volume with the team you already have. See the impact it can have on your bottom line and bandwidth.
Envoy
AI support that's built to handle tickets solve problems
Deploy AI agents that answer accurately, hand conversations to the right people, and improve with every interaction, so your customers never have to settle for “good enough.”
Envoy helps us strike that balance of empowering customers to find answers on their own, while making sure our team is right there when they need us.
Whether it's your agent or Scout, you're in control.
Design the customer experience that fits your support style with Envoy’s built-in agent, Scout, or use your own.
Resolve 73% of requests on average with Scout
Add knowledge sources, test responses, and tell Scout which conversations it should handle, whether that’s each one or just specific types.
Put your custom agents to work
Connect Claude, ChatGPT, or an agent built in-house to your conversations, customer profiles, and Docs through the Help Scout MCP or API.
Meet Scout, the agent built into Envoy.
Designed specifically for the nuances of customer support, Scout is built on insights learned from 3+ billion conversations.
Scout resolves conversations that don’t need your team…
Within seconds, each response goes through 49 checks to ensure it’s accurate, helpful, and written in the right tone.
…and escalates the rest to the right people.
When Scout gets a request that’s better suited for your team, all the relevant context carries over so the customer doesn’t have to repeat themselves.
Knowledgeable from day one.
Scout plugs into all the places you store company, product, and customer knowledge so it can accurately answer a huge variety of questions from the get go.
Knowledge base
Connect both public and private help centers so it’s up to speed on key product info, policies, FAQs, and any other help content you make available to customers or staff.
Websites and custom sources
Add websites and even specify groups of pages to build up Scout’s knowledge. Don’t have an official home for something yet? Connect it as a Google Doc in a few clicks.
Past conversations Coming Soon!
Sometimes the best answers are the ones you’ve already sent. Scout will be able to learn from the Inboxes, conversations, notes, and replies you select so it can reply like your team.
Apps Coming Soon!
Scout will connect to everything from payment processors to CRMs so it can answer contact-specific questions with the full picture in view.
Your judgment steers every response.
Great support takes more than knowledge. That’s why you can train Scout not only on what to say, but how and when to say it.
Exclusions
Choose what Scout handles and what it leaves to your team. You decide the no-go topics, so it only answers when it should and hands off the moment it shouldn’t.
Roles Coming Soon!
With roles, you’ll be able to customize Scout’s voice and tone for specific Inboxes or Beacons so every conversation has the right vibe, whether it’s a billing issue or a sales question.
Improvements
Audit conversations and add coaching points to guide future replies. Scout will even suggest improvements on its own as it gains more experience.
Go live with confidence.
You’ll be able to answer every question leadership and IT have about Scout before it ever talks to a customer — from “What if it doesn’t know the answer?” to “Can it handle sensitive client data securely?”
Test in private
Run Scout through any support scenario to see exactly how it will handle conversations. Add improvements to see how they shape responses in real time.
Pass your security review
Help Scout is SOC 2 Type 2 certified, HIPAA compliant, and never trains AI with your data.
Audit any conversation
You’ll always have visibility into AI conversations, including a full breakdown of the knowledge sources that informed them.
Choose how Scout shows up across channels.
Give customers a path to instant help anywhere they’re starting conversations. Assign Scout to a channel and control exactly where (and when) it’s available.
Website
Let visitors start chats directly from any page. You can lead with AI or present it as one of multiple ways to get support.
In-app
Embed Scout inside your web or mobile app so users can get assistance right where they run into issues.
Email Coming Soon!
When emails arrive that Scout can confidently answer, it jumps in to give your team a leg up in the queue.
Track every interaction
Learn more
You’ll never have to guess how customers are feeling. Get real-time insight into performance, sentiment, and everything you need to gauge the customer experience.
How much can you save with Envoy?
| Year 1 | Year 2 | Year 3 | Total | |
|---|---|---|---|---|
New hires without Envoy | $135,200 | $281,216 | $438,696 | $855,112 |
New hires with Envoy | $0 | $0 | $146,232 | $146,232 |
Envoy cost | $2,266 | $2,606 | $2,997 | $7,870 |
Savings | $132,933 | $278,609 | $289,467 | $701,009 |
Savings (Year 1)
$132,933
Savings (3 year total)
$701,009
Return on Investment
455%
Set spending caps
Keep your bill predictable with a monthly limit on AI resolutions.
Save up to 33%
Get a discount when you prepay for AI resolutions.
Get 3 months of free resolutions
Try Scout free for 90 days when you start your account.
Envoy is always picking up new skills.
Get a quick note when updates go live so you can put what’s new to use.
Frequently asked questions
Envoy is Help Scout’s suite of tools that help you resolve customer requests automatically. Scout is our built-in AI agent. You can run Envoy with Scout, connect your own agent, or use both.
Resolutions are counted when the customer doesn't escalate, search the knowledge base, or indicate they need more help after Scout delivers an answer.
If Scout isn't able to answer the question, your customers can escalate to your support team directly from the conversation. They'll never hit a dead end or get stuck in a loop.
Yes, Scout is clearly labeled as AI for transparency. It is not designed to make your customers think they are talking to a human.
Yes, Scout can handle conversations in over 50 languages, including Spanish, French, and many others.
Yes, you can view every conversation customers have with Scout directly from Help Scout, regardless of the conversation's outcome.
Yes. Help Scout’s MCP server lets you securely connect AI tools and agents to your Help Scout data, so they can access customer conversations, Docs, and reporting information. Today, those connections are read-only, with more capabilities planned over time. To build custom workflows that take action, your agent can use the Help Scout API.
No, we never use your data to train the model behind any of Help Scout's AI features. Visit the AI Policies & Procedures page for more details on our commitment to privacy and transparency.
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