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Help Scout

Help Scout is a shared support inbox and help center with AI that drafts replies for a person to check and send, plus an optional AI Answers agent that replies to customers on its own in the website or in-app chat widget.

Not tested by JuicyAgents · Reviewed 15 Oct 2026

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Can replace
Zendesk, Intercom
Integrations
Slack, Salesforce, HubSpot, Shopify, Jira, Linear +3 more
Independent review
Help Scout reviews on Capterra (opens in a new tab)Help Scout reviews on Trustpilot (opens in a new tab)

Overview

About Help Scout

Help Scout is a shared inbox, live chat and help center for small and growing support teams. Its AI Drafts feature suggests a reply based on past conversations and your help content, and a person edits and sends it. Other inbox tools summarize long threads and change the tone, length or language of a reply. The help center, called Docs, has a report that lists failed searches: what customers looked for and did not find. That report comes from real searches, not from AI.

AI Answers is a separate paid add-on that replies to customers on its own in the chat widget on your website or app. It answers from your help center, web sources and custom instructions, and customers can pass the conversation to your team with a couple of clicks. Start with AI Drafts on real tickets before you switch on AI Answers. Check how often drafts need heavy edits, and read AI Answers conversations to see whether they were really resolved. Someone still needs to own the help content, the instructions and a regular review of AI conversations.

What the workflow does

  • AI Drafts: Suggests a reply from past conversations and help content; an agent reviews, edits and sends it. Listed as unlimited on the Plus and Pro plans.
  • Summaries and text edits: Summarizes long conversations into a few bullet points and can expand, shorten, fix or translate a reply.
  • AI Answers: A paid add-on that answers customers on its own in the website or in-app chat widget, using the help center, web sources and custom instructions, with a route to a person.
  • Docs help center: A help center you can build without code; articles can also appear inside the chat widget, and AI can help expand, tighten or translate them.
  • Failed-search report: Docs reports show searches that found nothing, alongside the most viewed articles and article ratings.

From input to result

How the workflow works

You provide

  • Your support email addresses and chat widget settings.
  • Help center articles and saved replies.
  • Past conversations that show good answers.
  • Custom instructions and hand-over rules for AI Answers.

You get

  • Reply drafts ready for an agent to check, edit and send.
  • Long conversations summarized before a hand-over.
  • Simple chat questions answered from the help center, with a route to a person.
  • A list of failed help-center searches that points to missing or hard-to-find articles.

  1. Connect a support inbox and write or import help articles for your most common questions.

  2. Use AI Drafts on real tickets for two weeks and note how often agents rewrite them.

  3. Review the failed-search report and fix or add the articles customers could not find.

  4. If you add AI Answers, set a monthly spending cap, start small and read every AI conversation in the first weeks.

What it offers

Key features

  • AI Drafts

    Suggests a reply from past conversations and help content; an agent reviews, edits and sends it. Listed as unlimited on the Plus and Pro plans.

  • Summaries and text edits

    Summarizes long conversations into a few bullet points and can expand, shorten, fix or translate a reply.

  • AI Answers

    A paid add-on that answers customers on its own in the website or in-app chat widget, using the help center, web sources and custom instructions, with a route to a person.

  • Docs help center

    A help center you can build without code; articles can also appear inside the chat widget, and AI can help expand, tighten or translate them.

  • Failed-search report

    Docs reports show searches that found nothing, alongside the most viewed articles and article ratings.

Is it a good fit?

Who it’s for

  • Small and mid-sized support teams that want inbox, live chat and help center in one product.
  • Teams that want AI suggestions in the inbox while a person still sends every email reply.
  • Help-center owners who want to see which searches find nothing.

Strengths

  • Long-term customers value the help center and the support team.
  • Capterra reviewers rate the product highly overall.

Connected tools

Integrations

  • Slack
  • Salesforce
  • HubSpot
  • Shopify
  • Jira
  • Linear
  • GitHub
  • Stripe
  • Zapier

Listed tools for this workflow. Confirm current support and setup with the provider.

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