Note: This feature is in beta and available only on SDK X.

With HS Proactive Outbound Support, you can create instant deep links to the mobile in-app Helpshift experiences(like opening a chat and opening a FAQ section or specific FAQ within). You can use these links in your company-used engagement tool to communicate proactively with the customer, and it will bring them to HS support.
Now, you can help/assist/educate customers even before they reach out to you with their concerns.

HS proactive links are best used with Push Notifications.

You can use this feature for various use cases; below are some examples:

  • Engage with VIP customers proactively in the occurrence of an issue

  • Payment failures / Subscription repair required update

  • Offering proactive support in identifying suspicious account activity

  • Inform customers about discontinuing OS / Device support

  • Follow up with the customer on the existing raised issue

  • Share issue resolution status

  • Sending guides and FAQs proactively

How does it work?

It’s just a two-step process:

  1. Generate the link to configure Helpshift Support
    You can create a support workflow to address a specific problem, including (Reading the FAQ, starting automation, or talking to an agent).

  2. Send the link to customers
    Send a mobile notification/message with the link to targeted customers through your existing customer engagement tool.

Generate the link to configure Helpshift Support

  1. On the Helpshift toolbar, click Settings.

  2. In the navigation pane, scroll to the WORKFLOWS area and click Outbound Support.

  3. Click + NEW LINK.

    The popup screen appears.

  4. Enter the title for the outbound support link.

  5. Select an action from the dropdown list.


    Here you can select one of the below actions:

    1. In-App Chat
      In this action, you have an option to ‘Start Chat’. Depending on which you choose, the following dependent fields will appear.
      Then, enter the first user message. (Optional)
      In the Context field, Add Tags or CIFs that you may use in New Issue Automations to take further actions. (Optional)

    2. Help Center
      In this action, you have three options:

      1. Open Help Center

      2. Open FAQ Section

      3. Open FAQ
        Depending on which you choose, the following dependent fields will appear.
        For the Open Help Center, you can add Tags or CIFs that you may use in New Issue Automations to take further actions. (Optional)
        For the Open FAQ Section and Open FAQ, you need to add the section Publish ID and FAQ Publish ID, respectively. (Mandatory)

  6. Enter private note message. (Optional)
    Recommend to the administrator to add a note about the reason for the workflow, a short description to remind you of what this workflow will do, and/or perhaps when it can be used.

    For Example: “A simple workflow to start a conversation with “Suspicious Login” to be routed to the security bot.

  7. Click GENERATE LINK.
    The generated link with details appears on the right side of the screen.

  8. Click on the COPY LINK.

 

Send the link to the customers

  1. Use your existing Customer Engagement tool to create your personalized notification/message.

  2. Enter the key configured by the engineering team(Please refer to Outbound Support - Helpshift SDK X for Android/ Outbound Support - Helpshift SDK X for iOS/ Outbound Support - Helpshift SDK X for Unreal Engine/ Outbound Support - Helpshift SDK X for Unity) and for value, enter the copied link.

  3. Review the notification/message and send it to the targeted customers.

Please refer to the example below using Onesignal, a customer engagement tool to initiate Helpshift Outbound Support services. Follow the steps given below:

  1. Create an account on OneSignal (Free/Paid) basis the use cases and requirements

  2. Go to OneSignal Dashboard and click on New App/Website.

    To send push notifications, first, set up your mobile app with OneSignal (refer to sub-sections) Onboarding With OneSignal.
    Now, you can send the push notification to the mobile app.

  3. Go to Dashboard and select your created mobile app.

  4. Click on New Message and select New Push from the dropdown.

  5. Enter the Message Name and define the audience to which you want it to be sent.

  6. Define the Title and Message, refer preview pane to see how it looks. You can customize it further basis the requirement

  7. Click on Advanced Settings and go to the Additional Data section.

  8. Under Field 1 add the key-value pair:
    Enter the key configured by the engineering team(Please refer to Outbound Support - Helpshift SDK X for Android/ Outbound Support - Helpshift SDK X for iOS/ Outbound Support - Helpshift SDK X for Unreal Engine/ Outbound Support - Helpshift SDK X for Unity) and for value, enter the copied link.

  9. Set up the Delivery Schedule.

  10. Review the campaign/message and send it.