Help Scout is a customer support platform, also called a help desk: software in which a support team receives, answers and tracks customer messages. It is made by the company Help Scout, and more than 12,000 companies use it.
Its main product, Inbox, is a shared inbox. Email, SMS, social media messages, live chat and voice arrive in one place, are assigned to team members automatically, and keep their history when a conversation passes from one person to another. Workflows sort and route conversations, saved replies store standard answers, and Docs sites publish a knowledge base (a set of help articles). Copilot drafts replies, answers an agent's questions from the knowledge base, and suggests how to triage a message. Envoy provides an AI agent called Scout that answers customer requests by itself and hands harder cases to people; Help Scout says Scout resolves 73% of requests on average. Signal reports show emerging issues and accounts at risk.
Help Scout is a hosted subscription service priced per user per month, with a free plan for up to 5 users. The Envoy AI agent is billed for each resolved request.