Introducing WhatsApp Support in Help Scout

For many customers, WhatsApp is the preferred channel for seeking help, but managing those conversations can be a struggle for support teams. WhatsApp messages often end up on a team member’s personal cell, in a separate tool, or outside of the workflow your team uses for the rest of your channels.

If this is something your team wrestles with, get excited: WhatsApp is now available in Help Scout!

Streamline your support

Once connected, Help Scout’s integration brings WhatsApp messages into your team’s existing workflow.

When a customer sends a message to your WhatsApp business number, Help Scout automatically creates a new conversation in your inbox. From there, your team can handle it just like any other support request: Assign the message to a teammate, add internal notes, attach files, and organize it using tags or workflows. 

Since customers can send text messages, photos, videos, voice messages, and documents, we've made sure that everything will appear directly in the conversation thread so your team will always have the right amount of context to provide great support.

Plus, each message is labeled with whatsapp, so it’s easy to spot in your inbox, filter into a separate view, or keep track of in reports.

Use your WhatsApp templates in Help Scout

WhatsApp conversations follow a simple 24-hour reply window:

When a customer sends a message, your team can reply freely during that time. If more than 24 hours pass without a response, you’ll need to send a pre-approved template message to follow up.

Templates are set up within your WhatsApp Business Account and are commonly used for things like shipping updates, appointment reminders, or checking in on a previous request. Once the customer replies again, the conversation window resets and your team can continue the conversation normally.

The new integration lets you use any of your existing WhatsApp utility templates directly in Help Scout so that it’s always easy to close the loop without needing to switch applications. 

Unlock new features with Plus and Pro plans

WhatsApp messaging is available as part of Help Scout’s Plus and Pro plans, which are designed to help teams manage higher volumes of conversations and more complex workflows.

Plus and Pro plans include:

• Advanced workflows to automate repetitive tasks

• Round-robin routing to distribute conversations across teammates

• Integrations with tools like Salesforce, Jira, and HubSpot

• Company-level views that group conversations by customer

For teams looking for deeper control and scale, Pro adds additional features like multiple routing types, SSO/SAML, HIPAA compliance, and dedicated onboarding support.

Get started with WhatsApp

Connecting WhatsApp to Help Scout is easy and only takes a few minutes.

From your Help Scout account, head to Manage → Inboxes → Connect Channels, select WhatsApp, and follow the guided setup flow.

Once your number is connected, customer messages will start appearing in your inbox automatically. And if you have any questions, we’re here to help!