Help Scout

Overview

Help Scout is a customer support platform built around a shared inbox for email, chat, SMS, social and voice, plus a Docs knowledge base. Its AI agent, Envoy, answers customer requests and escalates when needed, billed at $0.75 per resolution, while Copilot features help staff draft replies and search the knowledge base. A free plan covers up to 5 users with one inbox, and paid plans add channels, workflows, SLAs and routing.

Label: Vendor-described — Captured from the vendor's own materials. Not independently verified.

Best for

• Small teams wanting an email-like shared inbox with a free starting plan
• Businesses that want an AI agent billed only when it resolves a request

Key features

• Free plan for up to 5 users
• Envoy AI agent at $0.75 per resolution
• Shared inbox across email, chat, SMS, social and voice
• Docs knowledge base and help center
• iOS and Android apps

What it does

• Shared inbox for email, chat, SMS, social and voice
• Envoy AI agent that resolves and escalates customer requests
• AI drafts and knowledge-base answers for support staff
• Docs knowledge base and help center
• Workflows, SLA policies and round-robin routing
• Customer insights and productivity reporting

Use cases

Not mapped to a use case yet.

Drawbacks & cautions

• Envoy AI agent is charged per resolution ($0.75) on top of the plan
• Salesforce, Jira and HubSpot integrations start on the Plus plan
• Pro requires talking to sales; SSO and HIPAA are Pro-only

Alternatives

• Botpress — Platform for building AI agents for customer support across webchat, WhatsApp and helpdesks
• Chatbase — Build AI agents trained on your content to answer customers across chat, email and voice
• Freshdesk — Help desk ticketing with Freddy AI agents, copilot and insights for support teams
• Goodcall — AI phone receptionist that answers calls 24/7, captures leads and books appointments

Compare with alternatives

Evidence

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