What is AI Answers and how is it billed?

AI Answers is a conversational chatbot that uses your help articles to resolve customer questions. It is billed as an add-on at $0.75 per successful resolution after a 3-month free trial.

Is AI Assist included in all plans?

AI Assist (grammar, tone, and translation tools) is included in all paid plans. AI Summarize and AI Drafts are specifically included in the Plus and Pro plans.

Does Help Scout offer a free trial?

Yes, Help Scout offers a 15-day free trial for its paid plans with no credit card required.

Can I use Help Scout for HIPAA-compliant support?

Yes, HIPAA compliance features are available, typically requiring the Pro plan and a signed Business Associate Agreement (BAA).

How does collision detection work?

Collision detection alerts you in real-time if another team member is viewing or replying to the same conversation, preventing embarrassing double-replies.

Can I provide support via WhatsApp or SMS?

WhatsApp is available natively on the Plus plan and above. SMS support is available through integrations with providers like Twilio or Aircall.

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Customer support

Freemium

Help Scout

An AI-powered customer support platform featuring a shared inbox, knowledge base, and live chat with AI-driven drafting, summarization, and automated customer resolutions.

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Rating

Reviews

Upvotes

3 months ago

Listed

Customer support

Shared Inbox

Help Desk

AI Chatbot

Knowledge Base

Live Chat

CRM

Automation

SaaS Support

Team Collaboration

Tool information

Provider

Help Scout

Platforms

Web

iOS

Android

Languages

English

Spanish

French

German

Italian

Portuguese

Dutch

Japanese

Chinese

API Available

Yes

Added to directory

3 months ago

Last updated

about 1 month ago

Rating

Not available

Pricing

Freemium

About Help Scout

What the tool does and who it's for

Help Scout is an all-in-one customer service platform that integrates AI to streamline support workflows. It features a centralized shared inbox, a robust knowledge base (Docs), and live chat capabilities. The platform uses AI to assist agents through 'AI Assist' for tone adjustment and translation, 'AI Summarize' for quick conversation recaps, and 'AI Drafts' for generating suggested replies. Additionally, its 'AI Answers' chatbot leverages existing documentation to provide instant resolutions to customer inquiries, significantly reducing ticket volume and improving response times.

Key capabilities

AI Answers: An AI chatbot that instantly resolves customer queries using your knowledge base.

AI Assist: Tools to edit text, fix grammar, adjust tone (friendly or professional), and translate replies.

AI Summarize: Generates concise bulleted summaries of long email or chat threads.

AI Drafts: Automatically suggests full response drafts based on past conversations and help docs.

Shared Inbox: Centralized team inbox with collision detection to prevent duplicate replies.

Docs Knowledge Base: Easy-to-build self-service portals to reduce support volume.

Beacon Widget: Embeddable widget for live chat, help articles, and AI Answers on any site.

Automated Workflows: Use if-then logic to automate tagging, routing, and manual tasks.

Reporting & Analytics: Deep insights into team performance, customer satisfaction (CSAT), and volume.

100+ Integrations: Connects with Salesforce, HubSpot, Slack, Jira, Shopify, and more.

Pricing

Freemium — plans below

Free

Up to 5 users
1 shared inbox
1 Docs site
100 contacts per month
Beacon help widget
Basic reporting (30-day history)

Standard

$25

Up to 25 users
2 shared inboxes
2 Docs sites
AI Assist included
Live Chat & Messenger
API access

Plus

Pro

$75

Unlimited users (10 user minimum)
10 shared inboxes
5 Docs sites
SSO & SAML security
HIPAA compliance available
Dedicated account manager

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