With another exciting month in the rear-view mirror, it’s time for a new edition of Release Notes.

Release Notes is our monthly update that highlights the recent product improvements we’ve made, so you can easily stay up-to-date on what’s new. Have a look at what we launched in July.

Workflows: New Conditions

Based on your feedback, we’ve added a handful of new conditions and a new operator to the Workflows feature. Here’s the rundown:


BODY: Filter conversations by text contained within the body of an email reply, or within a private note.

body text workflow

TO: Filter conversations by the email address a conversation was sent to. Helpful if you're forwarding multiple aliases to a single mailbox in Help Scout.

filter conversations by from address

RATINGS: Filter conversations when satisfaction ratings (with or without comments) are received. Helpful for following-up right away after a negative rating rolls in.

happiness workflow

CC: Filter conversations by a specific address included in the CC field.


TAGS: Added a new "does not contain" operator to filter conversations that do not have specific tags. This is useful for isolating conversations that should have a specific set of tags, but one might be missing.

does not contain tag

Here are a few support articles from our Docs, all completely updated to cover these changes:

Social media integration: Sleek

Sleek is a web-based social media management tool that enables companies to handle high volumes of customer feedback across social media channels.

With the Sleek integration you can send selected Twitter and Facebook messages to Help Scout. Once a message is sent to Help Scout, every update to the conversation is automatically synced between Help Scout and Sleek.

Search for Manual Workflows

We’ve added a search bar to the Manual Workflows dropdown menu, similar to the search function used in Saved Replies. You’ll only see the search bar if you have 15 or more active manual workflows.

If you have groups of similar workflows, you can easily bunch them together using an alphabetical naming convention. When you search for your workflows, just type the master name, and we’ll show you a list of matching workflows.

manual workflows

Email Editor Updates

Firefox users rejoice! We’ve made a few updates to the editor to improve cursor behavior when typing. We also fixed a stubborn formatting issue, where bold and italic formatting would apply to new text when it shouldn’t.

Edit Phone Conversations

You can now edit a phone conversations via the Thread options menu after creation.

edit phone conversations

That’s a wrap for now. As always, your thoughts and suggestions continue to help us organize our roadmap and build a better product; please keep them coming! We’ll see you next month.

Justin Seymour

About the author: Justin Seymour is the customer support team lead at Help Scout.