Help Scout - Chat and Support Center email

1. Help Scout

2. Help Scout Access
Login at:
https://secure.helpscout.net/

3. Help Scout Support Center

4. Help Scout Support
Center Access
To find assigned support centers please click on the left, “Mine” option.

5. How to Reply:
Click the back arrow

6. 2 ways to insert Canned responses/

7. Help Scout Chats

8. Chat features
Chat Notifications
• Chat will send in a
soft sound
notification
• The browser will
send a notification
• Notification
settings can be
changed here.

9. Accepting a chat
Accept Your First Chat
• New chat requests appear in the sidebar with a red Waiting label.
• To start chatting with the customer, click the chat, then hit the green Accept button. You can also start typing
to accept the chat.

10. Chat Features
Explore Visitor Details
As you start chatting with a customer, it’s helpful to take a quick look at what the customer has viewed or where they’ve been prior to
asking for help.
Click the Show activity button at the top of the chat to explore Beacon history.

11. Chat Features
Masterkey Integration

12. Chat features
Explore the Options Menu
• To access the menu options, click/type " / " in the
message box.
• Then click on the needed option (ex: /saved)

13. Chat features
How Chat Assignments Work
You might want to assign a chat to another team member if you
need help, or if you’re done chatting for the moment. To assign a
chat, click the Assignee icon, then select a new assignee. You can
assign the chat to Users who are Available, or Users who have their
status set to Assign Only.
•Only one User can be assigned to a chat at a time.
•Users viewing assigned chats are able to add private notes in
real time, but they cannot reply to the customer.
•Once a chat is assigned, it cannot be sent back to Unassigned.
You can only assign the chat to another User or close it out if
you're done chatting.
•The number in parenthesis next to the User's name indicates
how many chats they're assigned to.

14. Chat features
Private Note
Switch to the note editor to add a private note at any time during a live chat. You might add a note
to keep tabs on important bits of information as things come up during the conversation.
Click Public Reply to switch back to your chat.
If you’re viewing an Assigned chat, you can add a note to help teammates as they’re chatting. You
will not see the option to switch to Public Reply if you are not assigned to the chat.

15. Questions?