Inbox

Support that stays connected from start to finish

The Help Scout Inbox brings every interaction into a single workspace, making it easy to follow the thread across channels and handoffs.

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With Help Scout, customers who interact with our support team within their first three months are retained at a 26% higher rate.

Companies on Help Scout support 56% more conversations in year one.

Every interaction builds on the last.

Conversations with customers can move between people and channels without losing the context that makes support feel personal.

One workspace for every conversation

Manage email, chat, text, social, and phone without juggling new conversations and customer context across platforms.

Context follows the customer

Teams have the information they need before they even start typing. Every customer in Help Scout has a profile that brings conversations, company details, and past interactions to one screen.

Understand the entire account at a glance

Group individual contacts under shared company accounts to see the bigger picture behind every conversation.

Coordination your customers never have to see.

Help Scout keeps teams connected across conversations, so customers never feel bounced around.

Shared context for every handoff

Internal notes give your team a place to leave background, escalation details, and next steps directly inside the conversation. Every teammate picks up with the context they need, without customers repeating themselves.

Conversations reach the right people, fast

Routing and assignment rules automatically send conversations to the right person based on team, skill, Inbox, or customer details.

Give every teammate a strong starting point

Saved replies help teams respond quickly with accurate, high-quality answers that can still be tailored to the customer and conversation in front of them.

Stay aligned on every priority.

SLAs, views, and workflows keep teams focused on what’s urgent, overdue, or at risk of falling behind.

Spot at-risk conversations early

SLAs keep deadlines visible so your team can prioritize customer commitments in a busy queue.

Personalized views for every teammate

Filter conversations by status, assignee, tag, channel, or customer segment so everyone gets the signal they need without the noise.

Put repetitive work on autopilot

Workflows automate the tedious stuff that keeps everything organized like tagging, routing, status changes, and notifications, so your team stays focused on conversations.

Make the first move when it matters.

Learn more about messages →

Reach customers with targeted messages when they’re already on your website or in your product. Share an update, offer help at the right moment, or ask for feedback without waiting for them to contact your team.

AI that supports your team.

The best support experiences combine thoughtful AI with human judgment. Help Scout gives teams sharper context, faster starts, and more space to focus on the moments that build trust.

Draft unlimited replies with a click
Get a head start on any reply with unlimited AI drafting, backed by your sources.
Summarize long threads
Pull critical context from back-and-forth messages to keep conversations moving.
Make fast adjustments
Adjust tone, fix grammar, tighten up long replies, or translate text in seconds.

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