Help Scout lists 23 features. How many does your team use?

Help Scout is replaceable with a custom shared inbox, but its channel connectors, AI drafting models, and compliance certifications (SOC 2, HIPAA) cannot be built by us.

Shared Inbox

• Unified email, chat, text, social inbox
  Manage email, live chat, SMS, social and phone conversations in one workspace.
  Needs an outside service: Resend + Twilio + Twilio. Email threads buildable via inbound/outbound email; SMS, WhatsApp, social and phone need paid provider APIs and are partial.
• Internal notes
  Leave background and escalation notes inside a conversation.
• Collision detection
  See when a teammate is viewing or replying to the same conversation.
• User status and availability
  Set active, away, or custom status for teammates.
• Snooze and send later
  Snooze conversations or schedule outgoing replies.
  Needs an outside service: Resend. Scheduled sending needs an email provider.
• Custom fields and company profiles
  Customer profiles grouping contacts under company accounts with custom fields.

Routing, SLAs and Workflows

• Routing and assignment rules
  Automatically assign conversations by team, skill, inbox or customer details.
• SLAs
  Track response deadlines and flag at-risk conversations.
• Workflows and automation
  Automate tagging, routing, status changes and notifications.
• Views and filters
  Filter conversations by status, assignee, tag, channel or segment.

Knowledge Base and Saved Replies

• Saved replies
  Reusable reply templates tailored per conversation.
• Knowledge base and customer portal
  Public self-service help center with searchable articles.

AI Assistance (Copilot and Scout)

• AI reply drafting
  Draft replies backed by your sources, adjust tone, fix grammar, translate.
  Needs an outside service: OpenAI or Anthropic API. Buildable using a third-party LLM API; not their proprietary trained models or 3B-conversation insights.
• Conversation summaries
  Summarize long back-and-forth threads.
  Needs an outside service: OpenAI or Anthropic API.
• AI support agent (Scout)
  Autonomous agent that resolves customer requests.
  Needs an outside service: OpenAI or Anthropic API. Basic LLM-answer bot possible; resolution quality requires significant tuning and data we would not have.

Messages and Customer Engagement

• In-product targeted messages
  Reach customers on site or in-app with targeted messages.
  Needs an outside service: Firebase Cloud Messaging. Web-embedded messages buildable; large-scale push is limited.

Reporting and Signal

• Team and customer reports
  Dashboards on response times, CSAT and productivity.
• Customer feedback surveys
  Collect feedback after conversations and view results.
  Needs an outside service: Resend.
• Signal trend monitoring
  Proactive monitoring of emerging issues across conversations.
  Needs an outside service: OpenAI or Anthropic API. Basic themes via AI classification; not large-scale trend intelligence.

Security and Compliance

• SOC 2 Type II and HIPAA compliance
  Certified security and compliance programs.
  We can't build this. Certifications require audited organisational controls we cannot provide as a builder.
• SSO/SAML and IP restrictions
  Enterprise sign-in and network access controls.
  Needs an outside service: WorkOS. Sign-in and roles buildable; SAML SSO needs an identity provider service.

Integrations and API

• Third-party app integrations (100+)
  Connect to Salesforce, Shopify, Slack, Stripe, Zapier and more.
• Mobile app
  Support customers on the go from a phone.
  Needs an outside service: Firebase Cloud Messaging. Built as a separate React Native app; not a native app from Help Scout.

What you’d bring

We write all the code. These features only work on outside services, and those accounts are yours to open and pay for directly.

What we can’t build

• SOC 2 Type II and HIPAA compliance. Certifications require audited organisational controls we cannot provide as a builder.

Build only the Help Scout features you use

Pick your features, choose what it connects to, and see the price before you start.