You can now edit a message after you've sent it, straight from the thread options menu. Edited threads get a Show Original link, so you can always see what the message said before the edit. This release also includes fixes for search, reactions, drafts and links inside a conversation.

Swipe right on a conversation to quickly assign it to a team member, and keep an eye on the new SMS character counter when replying — it shows how much room is left, and how far over the limit you are. This release also includes a smoother Conversation Dock and a handful of reaction and Drafts fixes.

You can now reply to SMS conversations! Notes are also more flexible and can be edited or deleted once they've been posted. This release also includes a handful of smaller under-the-hood improvements and fixes.

This release adds thread reactions to conversation threads — you can quick-react from the thread options menu, tap a reaction chip to toggle it, and long-press to see who reacted, with names and avatars kept in sync in real time. SMS conversations now open in read-only mode, with replies disabled and a banner directing you to reply from the web.

The conversation list gets a fresh new look, and you can now copy a direct link to any thread to share it in a tap. You can also swipe to delete draft conversations right from the list. This release also brings a notification center crash fix, and other improvements.

Next Response Time goals now appear in SLA details — a single "Respond in" summary when a goal is overdue, or separate rows when everything's on track.

Set a custom status message directly from the app. Pick an emoji and add a message to let your team know what you’re up to — or clear it when you’re back. You can now also start a new conversation from an existing thread, so you don’t have to jump to the web when you need to spin something off.

A reliability-focused release: no more unexpected logouts and the conversation list refreshes right after bulk tag/assignee edits.

SLAs are now visible across the app, with a new indicator in the conversation list and in the dock. Tap it to open a detail sheet with all the info. A few small fixes too, including conversations that refresh properly after you send a reply. Heads up: iOS 15 is no longer supported. The app now requires iOS 16 or later.

Manage your availability from anywhere. Toggle Active or Away from your profile — status syncs instantly between mobile and web, and routing updates automatically. Plus, get instant Help Scout support with AI Answers.

Now supporting WhatsApp! Reply to WhatsApp messages in the mobile app. Just connect your WhatsApp channel in Help Scout on the web first, then you’re ready to go. WhatsApp is available on Plus and Pro plans at no extra cost.

Threads now have a cleaner, more polished feel—lighter spacing, clearer text, and subtle style updates to help you focus on the conversation. We’ve also made improvements to make the application feel more reliable and responsive, including: - Conversation history now loads correctly while composing a message, so you always have full context - Discarded drafts are now cleared properly from conversations - Smoother navigation when swiping back after opening a conversation from search As always, this update includes general performance and stability improvements.

Threads now have a cleaner, more polished feel—lighter spacing, clearer text, and subtle style updates to help you focus on the conversation.

In this update, we’ve fixed a few issues to improve reliability: - Tables now render correctly in messages. - The conversation list refreshes after you add a note. - The back button in search takes you back to your results as expected.

We’ve fixed an issue that sometimes prevented users from opening the correct conversation from search. This update also includes general improvements and other bug fixes.

Conversation Dock is now available on iPad! Furthermore, you can also quickly copy a conversation’s subject or number — just long-press the subject or tap the number to copy it to your clipboard. This update also includes general improvements and bug fixes.

With this update, we’ve introduced a Close Conversation button on the conversation screen. This button appears next to the Reply button and replaces the Manual Workflows button that was previously there. Don’t worry — Manual Workflows are still available! You can now find them in the overflow menu, accessible by tapping the three-dot button in the bottom corner of the same screen.

Meet the new Conversation Dock. Quickly view and update customer details, status, tags, and Custom Fields — all in one place. Conversations now flow from first to most recent, top to bottom, and update in real time (no pulling to refresh). This release also includes bug fixes and performance improvements.

Enhanced features and optimizations to deliver a smoother user experience.

Enhanced features and optimizations to deliver a smoother user experience.

Bug fixes and improvements

The notification station got a new addition: you can now see who reacted to your thread. We also made some behind-the-scenes improvements.

In this version, tapping a notification now takes you directly to the View you’ve been granted access to. We’ve also fixed an issue that caused unexpected logouts for some users, along with other internal improvements.

Bug fixes and improvements

With this release, we’ve added file attachment scanning to the app. Attachments detected to contain a virus will now display updated styling both within the conversation thread and on the compose message screen.