Better Group Conversations

Group Convos

There are times when a Help Scout conversation can get crowded, with several people chiming in over time. We call this a group conversation. One challenge about group conversations is that the customer profile on the right doesn't update as different people participate.

Today we launched two improvements aimed at making group conversations better:

  1. By default, the most recent person to reply is now shown in the customer profile. So if Randy started the conversation, but Grace replied most recently, Grace is shown in the sidebar. Grace would also be the default recipient in the TO field, but you can change that easily.
  2. You can click anyone's name to make them the customer. See the above gif for an example. Grace is the customer, but I can just click Randy's name and make him the customer and see his profile in the right sidebar.

Being able to quickly change the customer should make group conversations much more useful and keep them from becoming unwieldy. Enjoy!

Docs Website Translation

Docs Translations

For our friends around the globe that speak languages other than English, Docs now includes the ability to translate your site. Every English word or phrase is available in the new Translate tab, where you can translate everything into your preferred language. Translations can differ on a per site basis, so you could actually support multiple sites in different languages.

Another great use of translations is re-labeling things to suit your own preference. If you'd like the search button to say, "Huzzah!" instead of "Search" (who wouldn't), you can update it to say just that.

Docs Translations

Happy Friday!

New App: Infusionsoft


Today we launched a new App for popular small business CRM Infusionsoft.

When you receive an email from a customer, this App will import contact information, pull in the customer's key metrics (lifetime value, annual value and average order value) and display up to 10 recent orders or subscriptions. It will also pull in the 10 most recent tags for the customer.

What we're doing about OpenSSL and Heartbleed

Our team has been closely monitoring all developments with regard to an OpenSSL security issue, dubbed Heartbleed, which was announced on April 7. OpenSSL is a library used by web services to encrypt traffic over HTTPS, so this vulnerability impacted most web applications in some way.

By 11pm EST on April 8, all hardware that runs Help Scout was updated with the fix and SSL certificates have since been re-issued. Our status site, twitter feed and the Help Scout dashboard were all updated immediately.

We have no reason to believe any data was compromised as a result of Heartbleed, but as a precaution, active user sessions will be ended this weekend when activity is low. This means you will have to log in again, but no other action is required.

We also recommend changing your password from your user profile, especially if the password is used to login to other services. If you have any questions, feel free to shoot us an email or send a tweet to @HelpScoutDev.

New Apps: Mixpanel, Shopify and Magento

We launched integrations today with three great web apps: Mixpanel, Shopify and Magento. Here's a brief summary of each:


This integration brings your People data into the customer sidebar. When a customer sends you an email, this App pulls in their Mixpanel profile, adds a link to view the profile in full and also displays up to 10 recent actions.

MixPanel App

Shopify and Magento

Our first two eCommerce Apps function very similarly on the Help Scout side although they are two different shopping carts.

When you receive an email from a customer, the App will import contact information, pull in the customer's key metrics (lifetime value, annual value and average order value) and display up to 10 recent orders. You can access order details or the customer's complete profile in a single click.

Shopify App