✨ What’s New 🚀
Take note with Customer Management
Keeping important notes on customers adds context to conversations, so you can make every person you help feel like your most important customer. With the new Customers section in your account, you can find, sort, and manage all your customers in one place. Jump into any customer’s Profile and enjoy a freshly redesigned view of all their details!
Per-Mailbox Chat Availability
Now you can set your chat availability on a per-Mailbox basis instead of being available across all Mailboxes and associated Beacons. It’s super handy for staffing different Mailboxes at different times or having specific people provide chat support for particular products or services.
You’ll find that the new Custom option in your Chat Availability menu gives your Users much finer-grained control over chat support across your account.
Messages keep getting better
We’ve made a ton of great improvements to the new Messages feature in the last few weeks, taking all the powerful email, live chat, and self-service elements of Beacon and adding the ability to proactively reach out to the right people at the right moment. If you aren’t already using Messages, this overview is an excellent starting point.
Here’s what’s new in Messages:
More flexible Message triggers: Use a single trigger to show a Message across a range of website addresses with wildcard URLs, now supported in the Specific URL and Last Page Viewed conditional trigger types.
For example, if you’d like to show a Message to any visitor who views your pricing page after reading your product update blog posts, a single
*wildcard character can match any blog page — for example,
www.mywebsite.com/blog/product-updates/*. No need to add each individual post as a trigger!
Offer more context: When you select “Go to URL” or “Open Article” Actions, you can now choose to show a clickable preview of the target website or article, instead of the usual button.
Smarter automation: If a customer contacts your team after seeing a Message, we now record that information in the Beacon activity timeline. You can now create Workflows using a “Note contains” rule to watch for that Beacon’s name and automate actions like categorizing or sending a follow-up response.
Get Messages in order: Decide which Message should appear first by using the new drag sorting function in your Messages list (they will be displayed to customers in top-down order).
Show a Message more than once: Have you ever been offered help in a store, said no thanks, but then later really needed it, only to find the staff were nowhere to be found? Normally Messages can only be triggered once for each person, but in some cases, triggering the same one again would be valuable. Good news! Using the
Further Reading: Keep Customers In the Flow With Messages
Use Beacon to better understand your customers
Customer email addresses are closer at hand
Finding a customer’s email address and copying it for use elsewhere is faster than ever, thanks to this handy new copy link right next to their name.
We’ve reached out to everyone individually, but just in case: If you’re still using version 1.0 of our API, you’ll need to move to 2.0 by Nov. 20, 2019!
… and much more!
- Reporting tweak: the “Closed” metric is back on the All Channels tab of the User report.
- Mailbox API 2.0 improvements:
- You can now embed threads on the List Conversations endpoint.
- More User details are provided on the Get/List User endpoints.
- It’s easier to see who closed a conversation now that Help Scout shows the User name instead of their ID. See the full changelog for more.
- Plus 116 more tweaks and fixes!
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: Alison, writing in from Nashville, TN.
One of my favorite small-but-powerful Help Scout features is Following conversations. Support is all about learning every single day, and what better way to learn than from others on your team?
Ever come across a conversation in your inbox that you don’t know the answer to? Or one you’re just curious to see how someone else on your team will handle? Follow the conversation, and you’ll be notified either inside Help Scout or via email whenever there is a response to that conversation.
I use the Follow feature to learn about certain areas in our app that I don’t feel strong on, and also to learn from the different ways my teammates handle things — all without having to assign conversations to myself or having to remember which conversations to go back and search for later.
Even after almost a year at Help Scout, I still Follow at least one conversation a day. There is always something to learn, and the simple act of Following a conversation can go a long way!
Before you go
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.