Welcome to Assist Scout’s launch notes! This quarter we’ve launched our Fb Messenger channel integration, information migration capabilities, and extra. Learn on to find out about what’s new in Assist Scout!
Handle Fb Messenger conversations in your shared inbox
Now you can join your organization’s Fb account to Assist Scout! With this new social channel app, you possibly can carry your whole direct Fb Messenger conversations into your Assist Scout inbox. In only a few clicks, you possibly can join your account and provides your crew the power to be notified of, reply to, and handle Messenger conversations. You additionally get all of the organizational advantages Assist Scout provides, like workflows, tags, and reporting. Clients obtain help within the channel of their selection and your crew can handle it multi function instrument.
Notice: Because the authentic publication of this submit, Fb Messenger entry has been added to all present Assist Scout plans. For added plan particulars, go to our pricing web page. For up to date info on activating Messenger in Assist Scout, take a look at this docs article.
Migrate buyer and dialog information in only a few clicks
Now you can migrate information into Assist Scout from over 25 instruments! We’ve partnered with Import2 to supply streamlined information migration from purposes like these and others:
Zendesk
Intercom
Gmail
Freshdesk
Groove
Kustomer
New to Assist Scout? Our new information migration capabilities assist you to simply migrate your dialog historical past and buyer profiles out of your earlier instrument. Present buyer? You may as well use these new import capabilities to herald information from previous options into Assist Scout or consolidate Assist Scout accounts by importing information from one Assist Scout occasion to a different.
Create Docs articles with ease in our new editor
We’ve given our Docs editor a refresh, in and out. Constructed for intuitive article creation, we’ve added the next new options to make writing articles a breeze:
Shortcut menu: Add a wide range of parts to your articles with no code vital. Simply entry the menu utilizing slash instructions equivalent to “/callout” to insert a callout or “/desk” so as to add a desk to your article.
Inline formatting menu: Spotlight your textual content and also you’ll see the brand new inline menu, permitting you to italicize, embolden, and make different formatting adjustments to your textual content from anyplace in your doc.
The brand new, fashionable UI eliminates distractions with a clear interface. No extra busy sidebars — as a substitute, open and shut the appropriate sidebar as wanted. We’ve additionally added efficiency enhancements to make enhancing and publishing as easy as potential. Draft and auto-save be sure nothing will get misplaced as you’re employed. If you happen to do make a mistake, you possibly can revert again to your printed model or unpublish articles with the clicking of a button.
Management who has entry to your Docs websites with restricted Docs
Need to shield proprietary info from non-customers? Or perhaps you need to create a tailor-made Assist Heart for a particular group? With the assistance of your developer or technical lead, use Assist Scout’s API to connect with your buyer database of selection. Utilizing the info out of your CRM, restricted Docs authenticates guests as they go to your information base. You’ve full management over who can view your Docs websites whereas viewers take pleasure in a seamless expertise.
Create new properties in Assist Scout
Buyer properties assist you to gather and show the details about your prospects that issues to your crew. Beforehand, you could possibly replace present properties through API however couldn’t create new ones. Till as we speak! Our new buyer properties endpoint means that you can create new properties in Assist Scout through API. We help new properties with the next parameters:
Title
Property ID
Kind
Textual content
Quantity
URL
Date
Dropdown
With this replace, you possibly can simply create new properties, and guarantee your crew has the info they want in Assist Scout.
Coming quickly: New enhancing expertise in Mailbox and Instagram channel app
We’re onerous at work creating a brand new social channel to connect with and an up to date editor for the Mailbox.
Our new Mailbox editor provides a contemporary, streamlined expertise. Formatting choices will stay inside the editor, making it simpler so that you can add parts like bullets and pictures utilizing slash (“/”) instructions. If you happen to’re utilizing the brand new Docs editor or have created a Message just lately, this enhancing expertise will look very acquainted!
This quarter we launched the power to attach Assist Scout to Fb Messenger, and subsequent quarter we’re excited so as to add one other social channel to the checklist — Instagram! With our Instagram channel app, you’ll have the ability to be notified of, reply to, and handle direct messages out of your firm’s Instagram account.
Get entangled: Assist Scout product analysis asks
Each time we share launch notes, we ask on your assist in making Assist Scout higher. If you happen to match any of the factors beneath, please attain out at analysis@helpscout.com and our product crew might be in contact!
Cool suggestions
Our Groups characteristic isn’t only for different departments at your organization. Groups assist you to transfer conversations out of Unassigned by assigning them to a shared folder for as many individuals as you’d like. They work extra like segmented queues. It’s a good way to maintain your inbox organized! You can even use an Automated Workflow to make sure sorts of conversations skip Unassigned and go straight to a Workforce folder. Study extra right here.
Kristi Ernst Thompson
Have you ever tried the Translate characteristic for Beacon? This characteristic interprets your Beacon labels to over 30 languages, however what I take pleasure in probably the most is you could additionally enter your individual customized textual content! For instance, you possibly can change your chatbot’s title and customise the interactions it should have with guests.
One other nice use case is updating header labels to share particular hours of operation. As an example, below the “Ask” and “Ship a Message” menus, there are fields known as “Message button description” and “We normally reply in” that by default say “in a couple of hours.” Lots of our customers have up to date these fields to incorporate extra particular info (e.g., “Our Assist crew is on-line from 9 a.m. to five p.m. EST”) to enhance their guests’ experiences and set service expectations. It’s a small however mighty element that may make an impactful distinction throughout!
