Differences in Conversation Handling Help Scout Note: Only answer Messenger conversations from Help Scout after you've connected the channel to make sure you can see all replies in one place - if you reply to your customers directly in Messenger those replies do not sync back to Help Scout. Further replies from the customer will appear right back in this conversation in Help Scout. The customer will see your reply in Messenger. The conversation subject will always start as New message from FirstName LastName on Messenger and every conversation will start with the messenger tag.Ĭlick into the conversation and reply, just like any other conversation. Change Settings or Remove the Messenger ChannelĬonnect the Messenger channel to Help Scout, and when someone sends a new message to your connected Facebook Page, that message will create a conversation in Help Scout.

More information about legacy plans is here: Legacy Plan Changes In this article Note: You will need to upgrade to a current Plus plan to add the Messenger channel if your account is on the Standard plan or a legacy Plus plan. The Messenger channel is available for current Plus and Pro plans. Your team can respond right along with your other conversations without having to switch to another app. NEW Make meeting your customer where they are easier to manage - connect the new Messenger channel and bring the conversations customers start from your Facebook Page(s) right into Help Scout.

Connect Help Scout With Messenger to Manage Facebook Conversations

Go to messenger