Help Scout
Help Scout: shared-inbox support with AI Answers
Help Scout combines a shared support inbox, Docs knowledge base and customer-facing AI Answers. Its Compass-powered agents use approved knowledge in Beacon, while human agents use drafting, summaries and writing assistance in the inbox.
Free plan availableAccount required
- Access
- Free and paid plans
- Example plan
- USD 30 / user / monthStandard — monthly
- Available on
- Web, Mobile, API
Self-service answers and human support in one helpdesk
Help Scout organises customer service around a shared inbox, a Docs knowledge base and Beacon, its customer-facing support interface. AI Answers adds conversational self-service using the approved knowledge configured for an agent. The current AI engine is called Compass. It sits alongside the human support operation, where agents handle conversations and use AI writing assistance, summaries and drafts.
AI agent knowledge can include Docs content, websites, files and improvements. The editor provides separate areas for knowledge, identity, preview and connections. Public-source imports need appropriate sharing permissions, and content changes can require a resync. Compass capabilities are still expanding: past conversations as agent knowledge, connected apps, customer-facing email and role-specific behaviour are advertised as coming soon. The broader Copilot page is also marked coming soon, so those announcements should not be treated as available inbox features.
Human-agent AI Drafts is already available on Plus and Pro. It uses Docs and past replies to prepare a response that an agent reviews, edits and sends; the drafting setup needs roughly 100 past conversation replies. This is distinct from the forthcoming use of past conversations in Compass customer answers. AI Answers has its own billing, charging USD 0.75 for a resolution without further help or human involvement. Help Scout’s AI transparency terms also make a specific data distinction: account content is not used to train the global OpenAI foundation model, while limited samples may be used for evaluation or customer-specific adapter tuning under the applicable terms.
Best for
- Support teams using a shared inbox and help centre
- Businesses adding self-service AI answers through Beacon
- Human-agent teams needing reviewed AI drafts and summaries
Limitations
AI Answers usage adds to paid user subscriptions. Its three-month trial is for new accounts and starts when the account is created. Copilot and several Compass capabilities remain announced rather than generally available. Pro requires at least ten users, and AI Drafts needs sufficient past replies. AI transparency terms permit limited evaluation or adapter tuning; they do not promise that customer content is never used in any AI improvement process.
Help Scout features
Shared inbox and Docs
Manage human support conversations and publish a help centre within the same service platform.
Compass-powered AI Answers
Give customers answers through configured website and in-app Beacon interfaces, with a route to human help.
Approved agent knowledge
Add Docs, websites, files and improvements and preview how the agent responds to customer questions.
Human-reviewed AI Drafts
Prepare replies from past conversations and Docs on eligible plans, with an agent reviewing and sending the response.
Resolution spending controls
Set an AI Answers spending limit and review usage separately from the helpdesk’s user subscription.
Help Scout pricing
Free plan available. Plans priced per user. Visit Help Scout for full plan details and current offers.
Example plans.
Standard — monthly
USD 30 / user / month
Help Scout
Plan details
Per user. AI Answers usage is additional.
Standard — annual commitment
USD 25 / user / month
Help Scout
Plan details
Monthly equivalent per user, billed annually. AI Answers usage is additional.
Plus — monthly
USD 54 / user / month
Help Scout
Plan details
Per user. AI Answers usage is additional.
Technical specifications
Customer support
| Feature | Help Scout |
|---|---|
| Agent or copilot workflow | Shared inbox and Docs with Compass-powered customer AI Answers. AI Drafts, Assist and Summaries support human agents; the separately advertised Copilot is marked coming soon.Current features versus announced Copilot |
| Support channels | Customer-facing AI Answers runs through Beacon on websites and supported in-app mobile SDKs. Customer-facing email Compass is announced as coming soon; human inbox email is a separate capability.Beacon configuration and current AI availability |
| Knowledge grounding | AI agents use configured Docs, public websites, files and improvements. Compass knowledge from past conversations and connected apps is marked coming soon; current human AI Drafts can use past replies and Docs.AI agent versus human drafting knowledge |
| Human handoff | Beacon provides a route to human support. A request for more help after an AI answer is not counted as a billable AI resolution; spend limits can disable AI Answers until the next cycle or an increase.Beacon mode and AI Answers spending settings |
| Resolution and usage accounting | Human-agent seats plus USD 0.75 per AI Answers resolution. One resolution per session requires an answer without further help or human involvement. The new-account three-month trial starts at account creation.Current user-based plans and AI Answers billing |
| API access | SupportedInbox, Docs, Chat and Beacon developer interfaces; Compass MCP access is currently read-only |
Help Scout alternatives
Other helpdesks and AI agents provide different channels, service automation and usage models.
Freshdesk
Email-first ticketing with Freddy AI agents, session packs and a separate human-agent Copilot.
Compare with Help ScoutZendesk
A broader service suite with messaging, email and voice AI agents and resolution tiers.
Compare with Help ScoutFin AI Agent
AI support and configured procedures with defined outcome-based charges.
Compare with Help ScoutHelp Scout FAQs
What is Help Scout Compass?
Compass is Help Scout’s AI engine for its customer-service agents. AI Answers uses approved knowledge through Beacon. Some Compass capabilities, including customer-facing email and past-conversation knowledge, are still advertised as coming soon.
How much does Help Scout AI Answers cost?
AI Answers is USD 0.75 per resolution, in addition to the paid helpdesk subscription. At most one resolution is charged per session, and a request for further help or human involvement does not count as an AI resolution.
Is Help Scout AI Copilot available?
The Copilot product page is currently marked coming soon. Existing AI Drafts, Assist and Summaries are separate available features. AI Drafts is on Plus and Pro and produces a reply for a human agent to review and send.
Does the Help Scout AI Answers trial apply to existing accounts?
The three-month trial is for new Help Scout accounts and begins at account creation. Existing accounts do not receive that trial. The Free helpdesk plan and paid AI Answers usage have separate terms.
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