Help Scout AI features and pricing (October 2026)

Help Scout is a helpdesk for small and midsize support teams that combines a shared inbox, a knowledge base and a website chat widget, and adds AI for reply drafts, summaries and automated answers.

The shared inbox brings together email, chat, SMS, social messages and voice, with assignments, workflows and saved replies. Docs is the knowledge base for help articles, and Beacon is the widget that shows articles, chat and AI answers on a website or in mobile apps. Reports and the Signal module show contact patterns and team workload.

Help Scout PBC was founded in 2011, lists a Boston address in its privacy policy and works as a fully remote team. The vendor reports more than 12,000 customer-facing teams as users. A free plan covers up to 5 users, so small teams can start without a dedicated support department; the Pro plan starts at 10 users.

• Answers customers in the widgetAI Answers replies to questions in Beacon using Docs articles and other public sites or documents you add. It runs in the website widget and in mobile apps through the iOS and Android SDKs. Common questions get an instant answer, and the team keeps the harder cases.
• Drafts replies for agentsAI Drafts creates a reply draft for a conversation, based mainly on the team's past replies and, if enabled, Docs content. Agents review and edit the draft before sending. New team members write consistent answers faster.
• Summarizes long conversationsAI Summarize condenses a long back-and-forth into a short summary with one click. The help center notes that summaries are always written in English, even for conversations in other languages. Handoffs between agents take less reading time.
• Polishes and translates textAI Assist rewrites text an agent has already written, making it shorter or longer, changing the tone or translating it. It works in replies and in knowledge base articles and is available in the free plan as well.

• A free plan for up to 5 users includes AI Assist; paid plans are priced per user with unlimited contacts.
• AI Answers is billed per resolution at $0.75, independent of the number of users.
• The DPA forms part of the terms of service automatically, and the subprocessor list is public.

According to its privacy policy, Help Scout PBC is based in Boston, and the vendor reports more than 12,000 customer-facing teams as users.

The subprocessor list shows AWS hosting in the US and names OpenAI and Anthropic in the US for AI features; an EU hosting option was not listed at our check in September 2026. The vendor states that customer data is not used to train OpenAI's base models. Budget AI Answers resolutions separately from seats, and note that SAML single sign-on is an add-on below the Pro plan.

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