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What is Help Scout?
Help Scout is an AI tool (by Help Scout) for support teams that want the personal feel of email with the organization of a help desk. More than 12,000 brands in SaaS, ecommerce, education, healthcare and other sectors use it.
Which AI products does Help Scout include?
- Inbox: a shared inbox for email, SMS, social, chat and voice, with automatic assignment and workflows.
- Envoy: the AI agent, called Scout, which according to the company resolves 73% of the requests it receives on average and hands off the rest with full context.
- Copilot: generates drafts, answers questions about the knowledge base and suggests how to triage each conversation.
- Signal: analyzes conversations to surface emerging issues and accounts at risk.
Which teams is it a good fit for?
It suits small and midsize companies moving off Gmail or Outlook that need to know who owns each case. It includes Docs for help centers, the Beacon web widget, SLAs, tags, saved replies, 100+ integrations and a developer API. It is HIPAA and SOC 2 Type II compliant. It also offers a mobile app for replying to customers on the go and live classes to train the team.
Help Scout pros and cons
Its strength is simplicity: teams get going quickly and the AI is set up from your website sources. Envoy is also charged only per resolution. On the downside, the entry tier caps contacts and inboxes, advanced routing and SSO are reserved for higher tiers, and the official site is in English.
Help Scout features and use cases
How to use Help Scout
Help Scout FAQ
What is Help Scout?
Help Scout is a customer support platform with a shared inbox, help center and an AI agent that resolves requests.
Is Help Scout free?
It has a limited free tier for small teams and paid tiers with more features. Check the details in the pricing section.
What is Scout?
Scout is the Envoy AI agent, which answers customers using your sources and hands off to a person whatever it cannot resolve.
What does Copilot do?
It generates reply drafts, answers questions about your knowledge base and suggests how to triage conversations.
Does it have an API?
Yes, Help Scout offers an API and a developer portal, plus more than 100 integrations.
Does it work in Spanish?
It handles conversations in any language and AI Assist can translate replies, though the official site is in English.
Is it safe for sensitive data?
According to its site it is HIPAA and SOC 2 Type II compliant, and higher tiers add SSO and advanced permissions.
Can I move over from Gmail or Outlook?
Yes, it is built for teams leaving basic shared email that need assignments, context and an organized history.
What are the alternatives to Help Scout?
In the directory you can compare it with Zendesk, Gorgias for ecommerce or Tidio if you want AI chat for small businesses.
Help Scout pricing and plans
Reference price: 25 USD / month. Source · Verified: November 5, 2026
Information from the official site (Checked on: 05/11/2026). Currency: USD, amounts per user per month billed monthly; yearly billing saves 16%.
- Free: 5 users, 1 inbox and 1 Docs site.
- Standard: 25 USD.
- Plus: 45 USD.
- Pro: 75 USD, minimum 10 users.
- Envoy: add-on at 0.75 USD per resolution, with a 3-month free trial.
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