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Help Scout

The most intuitive customer support platform·helpscout.com

Help Scout is a customer communication and support platform that brings shared inboxes, AI-assisted replies, a knowledge base, live chat, and in-app messaging into one place. It helps support teams collaborate on conversations, automate repetitive work with AI, and track performance through built-in reporting. The product also offers an embeddable help widget (Beacon) and over 100 integrations with other business tools.

What it's for

Managing customer support conversations across email, chat, and social channels in a shared inboxAutomating replies and ticket resolution with AIBuilding a searchable knowledge base / help centerSending in-app messages, surveys, and NPS/CSAT ratingsTracking support team performance and response times through reportingEmbedding a support widget (Beacon) on a website or in an appAssigning and routing conversations automatically across a team

Features 19

AI Answers chatbot for automated customer resolutions
AI Inbox Assistant for drafting, summarizing, and translating replies
API access and webhooks
Beacon embeddable support widget
Company management for grouping contacts by account
Custom fields and customer properties
In-app messages, banners, and modals
Knowledge base / Docs sites for help articles
Live chat and SMS support
Multiple Inboxes for different departments or products
NPS, CSAT, and custom surveys
Reporting and analytics on volume, response time, and team performance
Round robin conversation routing
Saved replies library
Service Level Agreement (SLA) tracking
Shared team inbox for email, chat, and social messages
Snooze and send-later scheduling for conversations
WhatsApp, Instagram, and Messenger channel support
Workflow automation for tagging, routing, and replying

At a glance

free tierfree trialAPI

TypeWeb app

DeploymentCloud

PlatformsWeb

Forgrowing businesses, customer-facing support teams, small businesses, startups, non-profits

CompanyHelp Scout · 2011

Integrations

SalesforceHubSpotAircallJiraLinearShopify

Complianceself-reported

SOC 2 Type 2HIPAA

Resources

Docs

Pricing

Prices shown are per user per month; an annual billing option saves 16% but the exact annual per-user rate is not separately listed. AI Answers is billed per resolution ($0.75) as an add-on, with a 3-month free trial and prepay discounts up to 33%. Pro plan requires talking to sales for a trial.

FreeFree

5 users, 1 Inbox, 1 Docs site

5 users, 1 Inbox, 1 Docs site, 100 contacts/mo, 10 saved replies, 10 tags, 10 articles, 1 Beacon

Standard$25/user/mo

For growing teams looking to automate more tasks and move beyond email.

Up to 25 users, up to 20 Inboxes, 2 Docs sites, 150 basic workflows, 1 basic SLA policy

Plus$45/user/mo

For teams managing higher volume and complexity across multiple channels.

Up to 50 users, up to 50 Inboxes, 3 Docs sites, 500 advanced workflows, 2 advanced SLA policies

Pro$75/user/mo

For teams that need the highest level of scale and security.

Unlimited users (minimum 10), unlimited Inboxes, 5 Docs sites, unlimited advanced workflows, unlimited SLA policies, up to 50 light users

Annual billing saves 16% compared to monthly billing.