BACKGROUND
 
To use Helpshift, you must configure one container app apiece for each product or service that you plan to support.
  • No compiled, mobile app can communicate with your Helpshift server instance until you associate it with a container app.
  • Each container app that you create represents and describes one configured support experience.
  • Container apps are an organizing principle for:
    • issue segmentation
    • customer service workflows
    • deployed automations
    • metrics
 
PROCEDURE
 
Step 1.  Log in to your Helpshift instance as its administrator.
 
Step 2. On the Helpshift toolbar, click Settings (Settings).
 
Step 3. In the navigation pane, scroll to the APP SETIINGS area. Then click + ADD APP.
 
+ ADD APP button
 
The Add App dialog box opens.
 
Step 4. (Optional) To represent your new container app with an app icon, click the icon-upload button. Then, browse your mounted volumes and choose an image file to upload.
 
container app icon upload button
 
TIP
Alternatively, Helpshift can attempt to retrieve the appropriate icon automatically from either an Apple App Store URL or a Google Play Store URL that you can enter elsewhere in the Add App dialog box.
 
Step 5. Enter a product or service nickname in the App Nickname field.
 
Its nickname should differ from that of every other container app on your Helpshift instance.
 
Step 5. To begin configuring supported platforms for your product or service, click one or more buttons on the Supported Platforms button bar.
 
Buttons on the button bar are colored white until you click them, and colored blue after you click them.
 
                   Three buttons on a single button bar — labeled iOS, Android, and Web Chat
 
  • iOS — Click when any version of your SDK-integrated mobile app will run on iOS devices.
  • Android — Click when any version of your SDK-integrated mobile app will run on Android devices.
  • Web Chat — Irrespective of any mobile OS or platform, click when you plan to support your product or service via web chat.
NOTE
Your button bar may contain additional buttons (such as Phone or SMS), depending on which additional third-party support channels your brand integrates. Configure these additional channels — or avoid configuring them — according to your product support strategy.
 
Step 6. To save your preliminary work here as a container app stub, click ADD.
 
The Add App dialog box closes and an App Settings page opens, which describes your newly named container app and includes features to modify it.
 
Step 7. (Conditional) To begin configuring the in-app support experience for versions of your product that run on mobile devices, locate the corresponding card on the App Settings page, and then click CONFIGURE.
 
The In-app SDK Configuration page opens.
 
a.   On the Branding and Appearance card,
 
b.   On the Contact Us Visibility Option card,
 
c.   On the Issue Filing Flow card,
 
d.   On the Greeting card,
 
e.   On the QuickSearch Bot card,
 
f.   On the Identity Bot card,
 
g.   On the Personalize Conversation Experience card,
 
h.   On the Show Agent Typing Indicator card,
 
i.   On the User Attachments card,
 
j.   On the View Previous Conversations card,
 
Step 8. (Conditional) To begin configuring the support experience for end-users who request help via their mobile or desktop browser, locate the Web Chat card on the App Settings page, and then click CONFIGURE.
 
a.
 
b.
 
c.
 
d.
 
Step 9. (Conditional)
 
a.
 
b.
 
c.
 
d.
 
Step 10. (Conditional)
 
 
 
Bind container app settings to the Helpshift SDK in a mobile app — Such binding involves an API key, an App ID, a domain, and an initialization code, all of which originate from the container app. And of course, binding also involves integrating the Helpshift mobile SDK into your mobile app.
 
Binding facilitates communication between:
    • your mobile app and your Helpshift server instance
    • your in-app users and your customer service agents
    • your in-app users and your customer service bots
 
Associate container app settings with a service