Supportagent

What is Supportagent?

SupportAgent.ai is an AI tool that drafts responses for Help Scout conversations. Thomas Petracco created it, and Help Scout later acquired it. Help Scout now offers the feature directly to its users, which brings several benefits: support from the Help Scout team, improved data security, enhanced privacy and compliance standards, and billing handled directly through Help Scout.

Two caveats: SupportAgent AI features are not yet HIPAA compliant, and they are billed separately. Help Scout is working on fully integrating SupportAgent AI into its platform to improve the customer experience.

What is Supportagent used for?

• Drafting AI-generated responses for Help Scout conversations
• Support from the Help Scout team, available 24/6
• Improved data security, privacy, and compliance standards
• Billing managed directly through Help Scout
• Ongoing integration work by Help Scout

Note: the features are not HIPAA compliant yet.

Who is Supportagent for?

The tool suits anyone who interacts with customers, including:

• Customer support representatives
• Sales representatives
• Account managers
• Relationship managers
• Technical support agents
• Help desk professionals

How to use Supportagent?

SupportAgent is integrated directly into Help Scout. Open a conversation in your Help Scout account and click the SupportAgent icon to activate the drafting tool. As you type in the response box, SupportAgent suggests responses based on the conversation context. Review and edit the suggestions so the message fits the customer’s needs, then send the response from within Help Scout.

Since the features are not yet HIPAA compliant, stay mindful of data security and privacy standards when using the tool.