Customer Service & Retention AI

Help Scout: customer support and shared inboxes

Help Scout is a customer-support platform for small and growing teams that need to manage email, chat, and connected customer context without fragmenting conversations across separate inboxes. Its support workspace is designed around a simple shared-inbox operating model, with automation available as volume grows.

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Shopify · Custom API
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Updated Oct 12, 2026
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Buying view: Its support workspace is designed around a simple shared-inbox operating model, with automation available as volume grows. Per-user pricing and per-resolution AI add-ons make staffing and deflection assumptions important; evaluate the quality of escalation before declaring a ticket resolved.

Help Scout features and workflows

Help Scout gives support teams a shared Inbox for customer questions, Docs for help articles, and Beacon for on-site help and optional AI Answers. Staff can use customer history, assignment rules, saved replies, and AI writing tools while handling conversations. The team can also publish targeted Messages and surveys, then use service and content reports to decide what needs attention. Customer context and replies remain in the same support workspace when a teammate takes over.

Help Scout use cases

When several teammates handle customer questions, they need to see who owns each conversation and what has already been said. Help Scout keeps that shared record available while the team answers directly or offers self-service help.

How Help Scout works

The team works in a shared Inbox and maintains a separate Docs help center. Beacon places help articles, contact options, and enabled AI Answers on a website or in an app; Messages uses that installed widget to show targeted announcements and surveys.

Handle customer questions from self-service to team follow-up

Customers can use the contact options enabled by the team or seek help through Beacon. When AI Answers is enabled, it uses the configured knowledge sources; topics covered by guardrails are directed toward team support. A customer who contacts the team enters the Inbox workflow, where staff assign the conversation, check its history, reply, and close it or arrange follow-up.

Self-service has distinct outcomes: the customer is helped, contacts the team, or leaves without contacting it. An unanswered question does not by itself create a human conversation. Staff can use saved replies, AI Drafts, AI Assist, or AI Summarize when available; these aids are not mandatory steps. Managers can later review conversation volume, response times, and satisfaction reports.

Handle customer questions from self-service to team follow-upCustomers can use the contact options enabled by the team or seek help through Beacon. When AI Answers is enabled, it uses the configured knowledge sources; topics covered by guardrails are directed toward team support. A customer who contacts the team enters the Inbox workflow, where staff assign the conversation, check its history, reply, and close it or arrange follow-up. Self-service has distinct outcomes: the customer is helped, contacts the team, or leaves without contacting it. An unanswered question does not by itself create a human conversation. Staff can use saved replies, AI Drafts, AI Assist, or AI Summarize when available; these aids are not mandatory steps. Managers can later review conversation volume, response times, and satisfaction reports.ContactSelf-serviceYesNoStartCustomer needs helpHelp route?Customer contacts the teamArticles or enabled AI AnswersContacts the team?Assign and check contextHelped, or leaves without contactStaff prepare and send a replyClose or schedule follow-upEndHandle customer questions from self-service to team follow-upCustomers can use the contact options enabled by the team or seek help through Beacon. When AI Answers is enabled, it uses the configured knowledge sources; topics covered by guardrails are directed toward team support. A customer who contacts the team enters the Inbox workflow, where staff assign the conversation, check its history, reply, and close it or arrange follow-up. Self-service has distinct outcomes: the customer is helped, contacts the team, or leaves without contacting it. An unanswered question does not by itself create a human conversation. Staff can use saved replies, AI Drafts, AI Assist, or AI Summarize when available; these aids are not mandatory steps. Managers can later review conversation volume, response times, and satisfaction reports.ContactSelf-serviceYesNoStartCustomer needs helpHelp route?Customer contacts the teamArticles or enabled AI AnswersContacts theteam?Assign and check contextHelped, or leaves withoutcontactStaff prepare and send a replyClose or schedule follow-upEnd
Publish and maintain help articles

An editor creates or opens a Docs article, writes the content, and checks its preview before publishing. Published articles are available in the help center and can be served through Beacon. Search reports help the team identify missing answers and choose articles to revise.

The editor can correct a draft before publishing and preview later revisions before republishing. AI Answers can use configured knowledge sources, but sources outside Help Scout Docs require manual resynchronization after changes.

Publish and maintain help articlesAn editor creates or opens a Docs article, writes the content, and checks its preview before publishing. Published articles are available in the help center and can be served through Beacon. Search reports help the team identify missing answers and choose articles to revise. The editor can correct a draft before publishing and preview later revisions before republishing. AI Answers can use configured knowledge sources, but sources outside Help Scout Docs require manual resynchronization after changes.ReviseReadyUpdate neededStartNew or existing help articleWrite and organize the articlePreview the articleArticle ready topublish?Publish the articleArticle available to readersReview searches for content gapsEndPublish and maintain help articlesAn editor creates or opens a Docs article, writes the content, and checks its preview before publishing. Published articles are available in the help center and can be served through Beacon. Search reports help the team identify missing answers and choose articles to revise. The editor can correct a draft before publishing and preview later revisions before republishing. AI Answers can use configured knowledge sources, but sources outside Help Scout Docs require manual resynchronization after changes.ReviseReadyUpdate neededStartNew or existing help articleWrite and organize the articlePreview the articleArticle readyto publish?Publish the articleArticle available to readersReview searches for contentgapsEnd
Show targeted messages and collect feedback

The operator chooses an installed Beacon, prepares a message or survey, and sets its trigger, audience, and schedule. After review and activation, matching visitors can see it on the website or in the app. The team checks views, button clicks, or survey responses and can revise the message for later use.

A message may link to a page, open an article, or offer contact with the team. Available results depend on the selected message type and action; a view or click is not a completed purchase.

Show targeted messages and collect feedbackThe operator chooses an installed Beacon, prepares a message or survey, and sets its trigger, audience, and schedule. After review and activation, matching visitors can see it on the website or in the app. The team checks views, button clicks, or survey responses and can revise the message for later use. A message may link to a page, open an article, or offer contact with the team. Available results depend on the selected message type and action; a view or click is not a completed purchase.YesNoStartChoose Beacon and prepare contentSet trigger, audience and scheduleReview and start the messageMatching visitors see the messageReview clicks or survey responsesRevise the message?EndShow targeted messages and collect feedbackThe operator chooses an installed Beacon, prepares a message or survey, and sets its trigger, audience, and schedule. After review and activation, matching visitors can see it on the website or in the app. The team checks views, button clicks, or survey responses and can revise the message for later use. A message may link to a page, open an article, or offer contact with the team. Available results depend on the selected message type and action; a view or click is not a completed purchase.YesNoStartChoose Beacon and preparecontentSet trigger, audience andscheduleReview and start the messageMatching visitors see themessageReview clicks or surveyresponsesRevise themessage?End

What each module does and its role

The Help Scout module descriptions explain the roles of Inbox, Workflows, routing and SLAs, AI Drafts, AI Assist and AI Summarize, and Beacon and AI Answers.

Inbox

Inbox is the team workspace for questions arriving through connected email, chat, and social channels. Staff assign conversations, read earlier replies and internal notes, and use saved replies when preparing an answer. Views organize the queue, while snooze and send later support follow-up. Phone and SMS access depend on integrations.

Workflows, routing and SLAs

Workflows apply configured conditions to tag, assign, or reply to conversations. Routing can distribute work across teammates, while service-level agreements (SLAs) define response targets for the team to track. Staff use these controls to manage incoming work and follow-up; the available rules and routing options depend on the account configuration.

AI Drafts, AI Assist and AI Summarize

These tools assist the teammate handling a conversation. AI Drafts prepares a reply using past conversations and help content; AI Assist edits, shortens, expands, or translates text. AI Summarize condenses a long exchange so the next teammate can catch up. A generated draft remains something for staff to review and send.

Beacon and AI Answers

Beacon is an embedded help widget where shoppers can read articles or use the contact options enabled by the team. When enabled, AI Answers responds using configured knowledge sources, and guardrails direct specified topics toward human support. The team reviews sessions to distinguish customers who were helped, escalated, or left without making contact. External knowledge sources require manual resynchronization when their content changes.

Docs

Docs lets the team turn recurring customer questions into searchable help articles. Editors write or import content, organize it into categories, preview the result, and publish it to the help center. The articles can also appear in Beacon, while search reports show where readers may need more information.

Messages and surveys

Messages lets operators show announcements, guidance, or surveys where Beacon is installed. They prepare the content and action, choose the audience and triggering event, and set when it should run. After activation, views, button clicks, and the applicable survey results show how visitors interacted with it.

Reports

Reports help support managers examine conversation volume, response times, and customer satisfaction. They can filter the records by criteria such as Inbox or tag and export data for further analysis. Docs search data and AI Answers session outcomes also help the team identify content to improve; reviewing reports does not change a reply or article automatically.

Customer profiles and connected apps

Customer profiles put contact details and conversation history beside the conversation being handled. Connected apps can add information from other systems, while custom properties let the team record details relevant to its own service process. Staff use the available context to investigate the request; the records shown depend on the connection and its configuration.

Help Scout pricing and purchase terms

Estimated from published pricing rules

Help Scout subscription budget

Independent EcomAgentTools budget matching based on public subscription prices; not a vendor calculator.

Select the highest eligible plan within this budget. Usage needs are not assessed.

$100.00/month
Subscription scope
Full-user seats

A full user is a team member with a Help Scout login who can view and manage customer conversations, including replying when their permissions allow. Every full-user account, including the Account Owner, is billed as one seat; customers who contact the support team are not seats.

An Inbox is a shared workspace where a team receives, assigns and replies to customer conversations for an address or support channel. Paid plans can add one Inbox beyond the included allowance for $12/month or $120/year.

$12/month · $120/year

A Docs site is a customer-facing knowledge base where the team publishes help articles for self-service. Paid plans can add one site beyond the included allowance for $24/month or $240/year.

$24/month · $240/year

A light user is a limited-access internal collaborator who can view conversations and customer information and add their own notes, but cannot reply to customers or manage conversations. Plus includes 5 and permits 1–20 paid additions; Pro includes 15 and permits 1–35. Each additional light user costs $12/month or $120/year.

AI Answers uses the team’s Docs and connected knowledge sources to answer customer questions inside Beacon. A billable resolution is one AI Answers session completed without human help; it is charged at most once even when the AI answers several questions, and a session is not charged when the customer asks for more help. Each resolution costs $0.75 and is billed monthly in arrears after any applicable trial.

Messages sends proactive notices or surveys to visitors through Beacon. The slider estimates how many distinct tracked visitor devices will see at least one Message in a month; repeated Messages shown to the same tracked viewer count once. Paid plans include 2,000 unique viewers per month, and higher usage is billed monthly in arrears by the published tiers.

This independent planner ranks plans using the selected budget, full-user count and calculable add-ons. Pro officially has no full-user maximum, but this planning slider is capped at 50; Pro requires at least 10 full users, Standard allows up to 25 and Plus up to 50. Annual totals include 12 months of the selected AI Answers and Messages estimate, while actual usage remains billed monthly in arrears and can consume annual credit sooner. Taxes, third-party subscriptions and quote-only services are excluded. The official savings calculator inputs are business assumptions, not plan allowances or performance guarantees.

View official pricing details

Choose a subscription budget, full-user count and optional add-ons. Fixed add-ons and estimated AI Answers and Messages usage are included in the planning total.

Help Scout plan entitlements

Compare the allowances and feature entitlements included with each Help Scout plan. Selectable add-ons are explained and calculated only in the calculator above.

PlanAllowances and feature entitlements
Free

Up to 5 users; 1 included Inbox and 1 Docs site.

Included plan entitlements
  • Snooze conversations
  • Schedule email sending
  • Customer profiles and conversation history
  • Shared email
  • Automatic replies
  • Contact forms in Docs and the embedded support hub
  • Contextual help articles in the support hub
  • Up to 5 users
  • 1 included Inbox; no extras on Free
  • 100 contacts/month
  • 10 saved replies
  • 10 tags
  • 1 included Docs site
  • 10 knowledge-base articles
  • 1 embeddable support hub
  • Pre-built reports: 30-day history
  • One app integration
  • Standard email support
  • AI Answers requires a paid plan after the new-customer trial
Standard

Up to 25 users; 2 included Inboxes and 2 Docs sites.

Included plan entitlements
  • Snooze conversations
  • Schedule email sending
  • Customer profiles and conversation history
  • Up to 50 customer properties
  • Shared email
  • Live chat, including the embedded support hub
  • Facebook Messenger
  • Instagram
  • WhatsApp
  • Office hours
  • Automatic replies
  • Custom knowledge-base branding
  • Contact forms in Docs and the embedded support hub
  • Contextual help articles in the support hub
  • Targeted website and in-app messages
  • Surveys, CSAT and NPS
  • Custom reports
  • Reporting exports
  • Custom apps
  • Webhooks and OAuth apps
  • Up to 25 users
  • 2 included Inboxes; maximum 20 with add-ons
  • Unlimited contacts
  • Unlimited saved replies
  • Unlimited tags
  • Unlimited views
  • SMS via a separately purchased integration
  • Phone/voice via integration; provider charges separate
  • 1 basic SLA policy
  • Unlimited AI Assist
  • 150 basic workflows
  • 200 API calls/minute
  • 2 included Docs sites
  • Unlimited knowledge-base articles
  • 5 embeddable support hubs
  • Pre-built reports: 2-year history
  • Access to 100+ app integrations; third-party subscriptions separate
  • Priority email support
  • 2,000 unique Messages viewers/month included
  • AI Answers is separate: $0.75 per resolution after any applicable trial
Plus

Up to 50 users; 5 included Inboxes and 3 Docs sites.

Included plan entitlements
  • Includes the feature entitlements of Standard. Allowances, support and other terms are specific to this tier.
  • Advanced permissions
  • Internal teams
  • Up to 10 custom fields per conversation
  • Company management
  • Restricted Docs access via API
  • Salesforce integration
  • HubSpot integration
  • Jira integration
  • Linear integration
  • Up to 50 users
  • 5 included light users; maximum 25 including paid additions
  • 5 included Inboxes; maximum 50 with add-ons
  • Unlimited contacts
  • Unlimited saved replies
  • Unlimited tags
  • Unlimited views
  • SMS channel access; provider charges separate
  • Phone/voice via integration; provider charges separate
  • 2 advanced SLA policies
  • Unlimited AI Assist
  • 500 advanced workflows
  • 400 API calls/minute
  • Round-robin routing
  • Unlimited AI Drafts
  • Unlimited AI Summarize
  • 3 included Docs sites
  • Unlimited knowledge-base articles
  • Unlimited embeddable support hubs
  • Pre-built reports: all-time history
  • Access to 100+ app integrations; third-party subscriptions separate
  • Priority email support
  • 2,000 unique Messages viewers/month included
  • AI Answers is separate: $0.75 per resolution after any applicable trial
Pro

At least 10 users; no upper limit; 10 included Inboxes and 5 Docs sites.

Included plan entitlements
  • Includes the feature entitlements of Plus. Allowances, support and other terms are specific to this tier.
  • HIPAA compliance
  • SSO/SAML
  • IP restrictions
  • Minimum 10 users; no upper limit
  • 15 included light users; maximum 50 including paid additions
  • 10 included Inboxes; no upper limit with add-ons
  • Unlimited contacts
  • Unlimited saved replies
  • Unlimited tags
  • Unlimited views
  • SMS channel access; provider charges separate
  • Phone/voice via integration; provider charges separate
  • Unlimited SLA policies
  • Unlimited AI Assist
  • Unlimited advanced workflows
  • 800 API calls/minute
  • Round-robin and load-balanced routing
  • Unlimited AI Drafts
  • Unlimited AI Summarize
  • 5 included Docs sites
  • Unlimited knowledge-base articles
  • Unlimited embeddable support hubs
  • Pre-built reports: all-time history
  • Access to 100+ app integrations; third-party subscriptions separate
  • Priority email support
  • Dedicated onboarding specialist
  • Preferred Aircall pricing, not a free Aircall subscription
  • 2,000 unique Messages viewers/month included
  • AI Answers is separate: $0.75 per resolution after any applicable trial

Help Scout alternatives compared

ProductProduct scopeBest-fit scenarios and implementation responsibilitiesPricing and billing
Help ScoutCurrent productHelp Scout is a customer-support platform for small and growing teams that need to manage email, chat, and connected customer context without fragmenting conversations across separate inboxes.

Best fitConsider Help Scout for email and chat conversations managed through shared inboxes and Beacon. Compare Freshdesk for AI-supported ticket handling in a shared helpdesk and Zendesk AI for AI agents and ticket routing inside Zendesk Support or Suite.

ImplementationYour team would organize inboxes, maintain Docs and configure Beacon answers and handoffs.

See the pricing calculator above
FreshdeskFreshdesk is Freshworks' cloud customer-support and ticketing software for ecommerce customer-support teams to assign, track, and resolve customer inquiries and after-sales requests.

Best fitConsider Freshdesk for AI-supported ticket handling in a shared helpdesk when comparing it with Help Scout.

ImplementationWith Freshdesk, your team would set up support channels, ticket rules and the knowledge base.

Official product and workflow ↗

Confirm current billing terms before buying.

Growth: $19/agent/month; Pro: $55/agent/month; Enterprise: $89/agent/month, all billed annually.

Extra AI Agent capacity costs $49 per 100 sessions; optional add-ons have separate charges and eligibility requirements.

Official pricing ↗
Zendesk AIZendesk AI adds AI agents and assisted ticket handling to the Zendesk customer-service platform, with standard AI agents tied to a Support or Suite plan.

Best fitConsider Zendesk AI for AI agents and ticket routing inside Zendesk Support or Suite when comparing it with Help Scout.

ImplementationWith Zendesk AI, the team would prepare knowledge, configure Zendesk ticketing and define human handoff rules.

Official product and workflow ↗

Confirm current billing terms before buying.

Support Team: $19/agent/month; Suite Team: $55/agent/month. Both require annual payment.

Extra AI-automated resolutions and optional add-ons can add charges.

Official pricing ↗
GorgiasGorgias is an ecommerce customer-service platform that combines a shared Helpdesk with an AI Agent for routine support and shopping conversations.

Best fitConsider Gorgias for an ecommerce helpdesk with live order context and an AI Agent when comparing it with Help Scout.

ImplementationWith Gorgias, your team would connect store records, authorize order actions and configure ticket routing.

Official product and workflow ↗

Confirm current billing terms before buying.

Helpdesk subscription scales with monthly ticket volume, not agent seats.

AI Agent is billed for resolved conversations; Voice and SMS add-ons are charged separately.

Official pricing ↗
IntercomIntercom is a customer-service platform combining the Fin AI agent, a shared inbox and tools for human support teams.

Best fitWhen comparing it with Help Scout, consider Intercom if the team needs Fin together with a shared inbox, ticketing and support-team tools.

ImplementationWith Intercom, the team would configure the Intercom inbox, team routing and knowledge for Fin.

Official product and workflow ↗

Confirm current billing terms before buying.

Essential requires a per-seat subscription, plus $0.99 per Fin outcome.

Completing a workflow (Procedure), including a handoff, can count as a Fin outcome. Fin on another helpdesk has no seat fee, but a minimum monthly outcome commitment applies.

Official pricing ↗
eesel AIeesel AI is an ecommerce AI agent that connects a store's catalog, policies and order data to a website chat widget or supported helpdesk, so teams can answer product questions, assist purchases, and handle routine order or return requests.

Best fitConsider eesel AI for an AI agent connected to existing helpdesks and store knowledge when comparing it with Help Scout.

ImplementationWith eesel AI, your team would connect knowledge and supported systems, test answers and define permitted actions.

Official product and workflow ↗

Confirm current billing terms before buying.

Free trial: 100 credits to try the service. Teammate: $299/month for 500 credits, or $499/month for 1,000 credits.

The current pricing page counts each ticket or chat as one credit; larger monthly credit batches have their own prices.

Official pricing ↗

Help Scout third-party integrations

ShopifyHelp Scout ↔ Shopify

Use the documented connector to exchange supported data or trigger the supported workflow with Shopify.

Help Scout integrations
HubSpotHelp Scout ↔ HubSpot

Use the documented connector to exchange supported data or trigger the supported workflow with HubSpot.

Help Scout integrations
SalesforceHelp Scout ↔ Salesforce

Use the documented connector to exchange supported data or trigger the supported workflow with Salesforce.

Help Scout integrations
JiraHelp Scout ↔ Jira

Use the documented connector to exchange supported data or trigger the supported workflow with Jira.

Help Scout integrations
SlackHelp Scout ↔ Slack

Use the documented connector to exchange supported data or trigger the supported workflow with Slack.

Help Scout integrations
MailchimpHelp Scout ↔ Mailchimp

Use the documented connector to exchange supported data or trigger the supported workflow with Mailchimp.

Help Scout integrations
SegmentHelp Scout ↔ Segment

Use the documented connector to exchange supported data or trigger the supported workflow with Segment.

Help Scout integrations
Help Scout integrations

Help Scout FAQs

Help Scout FAQs address “What is Help Scout?” and “How much does Help Scout cost?”

What is Help Scout?

Help Scout is a shared inbox, help center and customer messaging platform.

How much does Help Scout cost?

plans range from Free to Pro per user, and AI Answers is charged separately per resolved conversation. Confirm taxes, usage charges and current contract terms on the linked official pricing source before purchase.

Which tools integrate natively with Help Scout?

The verified first-party directory lists Shopify, HubSpot, Salesforce, Jira, Slack, Mailchimp, Segment. Each connector supports a defined data path, so check its guide before assuming every object or action is available.

Who is Help Scout best for?

Help Scout is best suited to support teams that prefer an email-like workspace and a simple knowledge base. The practical fit still depends on data volume, team skills and the systems already in use.

What are the main Help Scout alternatives?

This page compares Freshdesk, Zendesk AI, Gorgias, Intercom, eesel AI. Compare their complete plan prices, workflow scope, native connections and data ownership against the same operating scenario.

Can Help Scout visitors contact a person without using AI Answers first?

Help Scout's Beacon modes support different entry paths. Neutral mode allows a visitor to contact the team directly, while Self Service mode starts with AI Answers. The selected mode therefore changes how shoppers reach support, and not every visit must follow an AI-first route.

Sources

The sources for Help Scout include docs.helpscout.com, support.omnisend.com, www.cometly.com, www.eesel.ai; the linked documents are references for checking product, purchase or review information, with applicability still to be verified.

User reviews

The Help Scout review section groups source links and available feedback from G2, Shopify App Store; each source’s product-profile scope is stated separately.

431 reviewsChecked Sep 21, 2026

Help Scout product reviews.

Noxy P.
Review summary (our paraphrase)

Valued messaging and automation tools but reported outages and wanted more customization.

Read original review
Afzal M.
Review summary (our paraphrase)

Liked internal collaboration within ordinary-looking email conversations; needed more detailed reporting and routing.

Read original review
Magdalena O.
Review summary (our paraphrase)

Found chat, email and AI features useful; wanted deeper customization and more reliable availability.

Read original review
More reviews on G2

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