Improve AI Answers with Real Feedback
Help Scout now captures customer feedback on AI Answers directly within the platform, enabling teams to identify which responses work well and where they need improvement to continuously enhance accuracy and clarity.
Capture customer feedback on AI Answers directly in Help Scout. See which responses are working, uncover where they fall short, and continuously improve accuracy and clarity so customers get better answers the first time.
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Conversation Sidebar Redesign for Better Customer Context
The Conversation Sidebar was redesigned to make customer context easier to access. Conversation details like status, assignee, SLA, Topics, and Sentiment are now displayed alongside customer information for quick reference.
Bring Company-Wide Support Into View
Help Scout now provides a unified view of all support conversations from a single company across multiple contacts, so teams can see the complete picture of issues including billing questions from Finance and product issues from other departments.
Support customers over text with Twilio SMS
Help Scout now integrates with Twilio to enable two-way SMS conversations. Users can connect their Twilio number and manage SMS exchanges directly from the shared inbox alongside email, chat, and social channels.