Help Scout

Help Scout is an AI driven support platform for customer-first brands, organized, on the vendor's own site, around four products: Inbox, Envoy, Copilot, and Signal. Inbox brings email, SMS, social, chat, and voice into one clean space where assignments happen automatically, context carries through every handoff, and workflows keep conversations organized, so the thread is never lost when work moves across teams and channels. Envoy is the home of Scout, the vendor's AI agent: the vendor says Envoy combines frontier models with insights learned from more than 3 billion conversations, and that Scout resolves 73 percent of the requests it receives on average, delivering accurate answers with smooth escalations when a person should step in. Copilot speeds up the extra inbox work that drags response time down, generating drafts instead of forcing reps to check past replies, answering questions instead of sending them searching the knowledge base, and offering triage suggestions; the pricing page adds AI drafting, summarizing, and text editing tools around it. Signal shows the story behind conversations, with proactive monitoring that surfaces trends and friction early, so teams can act ahead of issues and save drifting accounts. The vendor reports powering support for more than 12,000 customer-first brands, and says teams respond to 56 percent more messages in their first year with nothing lost across escalations. Pricing is published as a Free plan for a small team with one inbox and one Docs knowledge base site, then Standard, Plus, and Pro tiers charged per user. Standard covers multiple inboxes, live chat and SMS, WhatsApp, Instagram, and Messenger, multiple knowledge bases, a basic service level policy, basic workflows, and an AI inbox assistant. Plus adds advanced workflows, a secure customer portal, unlimited AI drafts, round robin routing, Salesforce, Jira, and HubSpot connections, and internal teams. Pro adds unlimited workflows and service level policies, multiple routing types, SSO and SAML, HIPAA compliance, light users, and dedicated onboarding and account management. Envoy is sold separately as a per resolution add-on, with a resolution counted only when the AI resolves a conversation without human help, a monthly cap the customer can set, and a free trial of Envoy resolutions for new accounts.