Help Scout · Agent

Help Scout AI agent (Scout)

AI agent Scout learns from connected help centers and content, follows set guardrails, costs USD 0.75 per resolution, and Help Scout states it never trains AI with customer data.

Stated by the provider20 Oct 2026helpscout.com ↗

Discuss your question with Sten Franke →View in the Prism

Capabilities and fit

What it is used for: chat agent
ETHORITY analysis20 Oct 2026
Task classification by ETHORITY. Check the product’s documented scope against your task.

Data and controls

Does it train AI on your data?: Not used for training
Stated by the provider20 Oct 2026helpscout.com ↗
"No, we never use your data to train the model behind any of Help Scout's AI features." Caveat (https://www.helpscout.com/company/legal/ai-transparency/): "We may use limited samples of customer data to evaluate and improve feature quality"; no OpenAI base-model retraining.
Certificates and audit reports: SOC 2 Type 2 (Security and Availability trust criteria); latest report on request from help@helpscout.com
Documented by the provider20 Oct 2026helpscout.com ↗
Page wording "SOC2 Type 2 certified" (SOC 2 is an attestation report, not a certificate). No ISO 27001 stated. HIPAA is a law (BAA available, Pro plan) - not a certification. DPA: annual independent audit, executive summary of third-party audit reports on request. Not third-party verified.

Additional data conditions

Subprocessors and underlying models: Models: "established foundation models from OpenAI". Sub-processor list (rev. Jan 2025): AWS (hosting, USA), Anthropic PBC (machine learning, USA), OpenAI (machine learning, USA), Google LLC (incl. machine learning, USA), Freeplay (AI quality control), Pinecone (vector store, UK), Auth0, Datadog, Elastic Cloud, Clickhouse Cloud, Twilio and others
Documented by the provider20 Oct 2026helpscout.com ↗
OpenAI statement from https://www.helpscout.com/company/legal/ai-transparency/. All listed locations USA/UK; no EU hosting stated (security page: AWS, region not named; DPA: processing in US "and anywhere else in the world").
Retention and deletion: On account termination Help Scout deletes or, on request, returns personal data, "normally, no later than 90 days"; AI context "does not become permanent training data"
Documented by the provider20 Oct 2026helpscout.com ↗
DPA Section 1.6.
Export: Return of data on request at termination; privacy policy access right "in a portable, machine-readable, readily usable format"; no product export described
Documented by the provider20 Oct 2026helpscout.com ↗
Privacy policy https://www.helpscout.com/company/legal/privacy/.

Product-specific conditions

Deployment: SaaS (hosted on AWS)
Stated by the provider20 Oct 2026helpscout.com ↗
No on-prem/private cloud.
Organisation fit: Free plan (5 users); self-serve Standard $25 and Plus $45 per user/month; Pro $75 per user/month with "minimum 10" users via demo; AI Answers/Scout $0.75 per resolution
Unit: USD per user per month; per resolution
Documented by the provider20 Oct 2026helpscout.com ↗
Startup and nonprofit programmes also offered.
Trial: Yes: 15-day trial for Standard/Plus, no credit card; "Try Scout free for 90 days" / 3 months free AI Answers resolutions
Documented by the provider20 Oct 2026helpscout.com ↗
Scout trial wording from https://www.helpscout.com/agent/. Pro trial via sales.

Questions for the provider

Ask the provider which data region applies to your account.
Ask the provider for the price, billing unit and required commitment for your scope.

Areas, data and technology

Customer Service

Sources

What the source marks mean

Each mark shows what kind of source backs a fact. Open the fact to read the source, the date it was checked and any conditions.

Documented by the provider: The provider's own documentation supports this fact, for the product, plan and date stated.
Stated by the provider: The provider says this, for example on a marketing page. Read the linked source and its conditions before you rely on it.
ETHORITY analysis: ETHORITY's assessment, based on the linked sources.
Independent source: An independent source supports this one fact, within the scope stated. Check the other facts separately.

Figures marked 'Scenario' are calculated from stated assumptions. Results measured in practice are shown separately.

Each source supports its recorded scope. Documentation depth and independent verification are separate.

https://www.helpscout.com/agent/ · 19 Oct 2026
https://www.helpscout.com/agent/ · 20 Oct 2026
https://www.helpscout.com/company/legal/security/ · 20 Oct 2026
https://www.helpscout.com/company/legal/sub-processors/ · 20 Oct 2026
https://www.helpscout.com/company/legal/dpa/ · 20 Oct 2026
https://www.helpscout.com/pricing/ · 20 Oct 2026

How we research →

AI DECISION BRIEF

A written comparison of up to three AI offerings · €195 net

You get the facts that matter for your decision, each with its source, the questions to ask each vendor and a cost estimate based on your own numbers. First you agree your three most important criteria with Sten Franke.

We deliver your brief by email within a maximum of five working days after payment is confirmed and we have agreed the question and minimum information needed to begin. ETHORITY confirms the start date and delivery date and delivers earlier when the reviewed brief is ready. Missing optional information is recorded and assessed; it does not require you to research the solution yourself. Review before delivery and email support are included.

Your decision question

Request the brief (email draft) →Request a call Find the right next step for you →

The buttons open an email draft you can edit before sending. You agree the work and timing directly with Sten Franke.

Data and controls

Does it train AI on your data?

Not used for training

Stated by the provider20 Oct 2026helpscout.com ↗

"No, we never use your data to train the model behind any of Help Scout's AI features." Caveat (https://www.helpscout.com/company/legal/ai-transparency/): "We may use limited samples of customer data to evaluate and improve feature quality"; no OpenAI base-model retraining.

Certificates and audit reports

SOC 2 Type 2 (Security and Availability trust criteria); latest report on request from help@helpscout.com

Documented by the provider20 Oct 2026helpscout.com ↗

Page wording "SOC2 Type 2 certified" (SOC 2 is an attestation report, not a certificate). No ISO 27001 stated. HIPAA is a law (BAA available, Pro plan) - not a certification. DPA: annual independent audit, executive summary of third-party audit reports on request. Not third-party verified.

Additional data conditions

Subprocessors and underlying models: Models: "established foundation models from OpenAI". Sub-processor list (rev. Jan 2025): AWS (hosting, USA), Anthropic PBC (machine learning, USA), OpenAI (machine learning, USA), Google LLC (incl. machine learning, USA), Freeplay (AI quality control), Pinecone (vector store, UK), Auth0, Datadog, Elastic Cloud, Clickhouse Cloud, Twilio and others
Documented by the provider20 Oct 2026helpscout.com ↗
OpenAI statement from https://www.helpscout.com/company/legal/ai-transparency/. All listed locations USA/UK; no EU hosting stated (security page: AWS, region not named; DPA: processing in US "and anywhere else in the world").
Retention and deletion: On account termination Help Scout deletes or, on request, returns personal data, "normally, no later than 90 days"; AI context "does not become permanent training data"
Documented by the provider20 Oct 2026helpscout.com ↗
DPA Section 1.6.
Export: Return of data on request at termination; privacy policy access right "in a portable, machine-readable, readily usable format"; no product export described
Documented by the provider20 Oct 2026helpscout.com ↗
Privacy policy https://www.helpscout.com/company/legal/privacy/.

Product-specific conditions

Deployment: SaaS (hosted on AWS)
Stated by the provider20 Oct 2026helpscout.com ↗
No on-prem/private cloud.
Organisation fit: Free plan (5 users); self-serve Standard $25 and Plus $45 per user/month; Pro $75 per user/month with "minimum 10" users via demo; AI Answers/Scout $0.75 per resolution
Unit: USD per user per month; per resolution
Documented by the provider20 Oct 2026helpscout.com ↗
Startup and nonprofit programmes also offered.
Trial: Yes: 15-day trial for Standard/Plus, no credit card; "Try Scout free for 90 days" / 3 months free AI Answers resolutions
Documented by the provider20 Oct 2026helpscout.com ↗
Scout trial wording from https://www.helpscout.com/agent/. Pro trial via sales.

Sources

What the source marks mean

Each mark shows what kind of source backs a fact. Open the fact to read the source, the date it was checked and any conditions.

Documented by the provider: The provider's own documentation supports this fact, for the product, plan and date stated.
Stated by the provider: The provider says this, for example on a marketing page. Read the linked source and its conditions before you rely on it.
ETHORITY analysis: ETHORITY's assessment, based on the linked sources.
Independent source: An independent source supports this one fact, within the scope stated. Check the other facts separately.

Figures marked 'Scenario' are calculated from stated assumptions. Results measured in practice are shown separately.

Each source supports its recorded scope. Documentation depth and independent verification are separate.

How we research →

A written comparison of up to three AI offerings · €195 net

Your decision question

The buttons open an email draft you can edit before sending. You agree the work and timing directly with Sten Franke.