Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new.

What’s New

Create new customer profiles automatically

When you use the Beacon identify call in Basic or Secure mode, we’re now automatically creating those customer profiles for you in Help Scout. No changes on your end are required! For more about using the identify method, check out the documentation.

Chat Emojis ❤️

Emojis have come to chat within your Help Scout mailbox! Easily add an emoji during any customer chat using our new emoji picker.

GIF: Chat Emojis

Get started with Beacon and chat

New apps

Savio

The easier it is for your service teams to identify useful customer insights, the more likely they are to do it. Savio’s new Help Scout integration makes it fast and easy for Customer Service teams to tag particular conversations in Help Scout and make them instantly accessible to Product Managers.

Paperform

Create a beautiful new web form in moments, and turn every form entry into a conversation in your Help Scout inbox using Paperform’s new integration. Whether you want to connect a contact form, a registration page, a competition entry or endless other options, Paperform makes it easy to get those details right into Help Scout effortlessly.

Klaviyo

For ecommerce companies, Klaviyo provide a powerful platform to capture, analyze and automate their marketing. Use Klaviyo’s Help Scout integration to send customer information including Conversations started and closed, automatically from your Help Scout account into Klaviyo where you can use it to create more personalized and effective marketing campaigns.

Get connected with apps

… and more improvements!

  • Smarter email parsing: We’ve made it easier to distinguish between emails forwarded into your account, and those Ccd to your Help Scout inbox as part of an external conversation.
  • Simpler Slack integration: Now you can connect your account to Slack using OAuth, a faster and more secure method of integration.
  • Tons of quality improvements: This month we’ve made more than 59 fixes and improvements all across our platform.

Coming Soon

Chat with your visitors without asking for their email address

In the past, if someone began a chat and they weren’t automatically identified as an existing contact in your Help Scout account, Help Bot would ask for an email address. In situations where contact details aren’t needed right away, like a sales enquiry, it could be a point of unnecessary conversational friction.

Soon, you’ll see a new Beacon Builder setting which lets you switch off that email requirement. Once you flip the switch on any Beacon, visitors can start a chat without being asked for their details. If they do offer up an email address later, you can easily add that to their customer profile in a single click.

GIF: Chat

Look for this feature within the next week or thereabouts — if you’d like to receive an alert once it goes live, drop us a note! Thanks to everybody who shared their helpful feedback leading to this improvement.

Customer team roundup 💪 ✨

In support, little things can make a big difference — even seemingly small changes can save your whole team some precious time. In this section, we highlight the maybe-overlooked (but very powerful!) changes that are making our own customer champions cheer.

Up this month: Abigail, writing in from Boston

Abigail

Using Reports to Improve Your Customer Self-Service

If you’re focused on customers seamlessly finding answers in your knowledge base, you’re probably old friends with our Docs report. While failed searches and top articles give helpful insight, it’s important to do regular audits of the queue as well.

In Help Scout, head to Reports > All Channels > Saved Replies as a first step. High Saved Reply usage might feel like a win for efficiency, but it means you’re making your customer contact your team when they could be finding the answer themselves.

Plenty of customer questions will always be queue-bound, but put as much focus on self-service as you can. It helps your customers get answers quickly, and it helps your team focus on the more challenging questions.

Before you go

Upcoming events

Webinar | Essentials of Customer Reporting

What’s causing your customers to need help? And how well are you doing at helping them? Get more out of the reporting tools Help Scout gives you by joining our 30-minute webinar. Learn how some simple customer reporting can give you a better understanding of your customers and your business, and help you take control of your queue.

  • Aug 28th, 12pm PT / 3pm ET

Getting started with Help Scout

Are you new to Help Scout, or considering moving your customer communications out of Gmail or Outlook? Choose either a full 60-minute tour of the app or a 20-minute “quick start,” and get all your questions answered with one of our resident customer champions.

  • Five times a week, every week

Elyse Roach

Elyse Roach

Elyse is a product specialist at Help Scout, where we make excellent customer service achievable for companies of all sizes.