Custom issue field concepts: Overview

Custom issue fields (CIFs) are a way to gather and represent information. They help you to categorize, label, organize, filter, search for, ...

Custom issue field concepts: How agents use CIFs

Although customer service agents can interact with CIFs in a variety of ways, their intent is consistently to see, set, or act upon the deta...

Custom issue field procedures: Create a CIF

Step 1.  Log in to Helpshift as its administrator. Step 2.  On the Helpshift toolbar, click Settings. Step 3.&...

Custom issue field procedures: Use a CIF in a Smart View

Step 1.  Log in to Helpshift as its administrator. Step 2.  On the Helpshift toolbar, click Issues. Step 3.&nb...

Custom issue field procedures: Use a CIF in an automation

Step 1. Log inLog in to Helpshift as an administrator.Step 2. Open AutomationsOn the Helpshift toolbar, click Settings.In the navigation pan...

Custom issue field procedures: Use a CIF in a custom bot

Step 1.  Log in to Helpshift as its administrator. Step 2.  On the Helpshift toolbar, click Settings. Step 3.  In t...

Custom issue field procedures: Auto-populate CIFs

USE A CUSTOM BOT TO AUTO-POPULATE A CUSTOM ISSUE FIELDYou can configure a custom bot's first step to "Get Information from User," and then s...

Bot concepts: Overview

At Helpshift, bots are foundational to user support conversations. Running autonomously, bots can interact directly with end-users in c...

Bot concepts: Types of bots

Each Helpshift purchase includes three prebuilt bots and a no-code tool fordeveloping "custom" bots of your own. PREBUILT —Identity Bot...

QuickSearch Bot procedures: Configure for one app

QuickSearch Bot supports both the in-app support experience and the web chat support experience. However, you must enable these experiences ...

QuickSearch Bot concepts: Overview

QuickSearch Bot is an automated article-recommendation service and chat bot — faster and more accurate than any human search. When an e...

User support workflow procedures: Configure the issue-resolution experience

Upon finishing their work for an open user issue, customer service agents and bots generally resolve the issue. But then, what should occur ...

Automation concepts: Overview

WHAT IS AUTOMATION, IN GENERAL?Automation occurs whenever a hardware system or a software system performs multiple, useful operations repeat...

Automation concepts: Automation types

There are two kinds of Helpshift automations. They run under different conditions, behave differently, and serve different goals. A&nbs...

Automation concepts: Conditions for automation

The conditions that cause an automation to run can include any combination of the following, and more.mobile device metadata (app name and r...

Automation concepts: Supported action types

The actions that an automation may take can include any combination of the following, and more.update default issue fields (DIFs), which Hel...

Automation concepts: Text filters in automations

Text filters in a Helpshift automation all rely upon the automatic comparison of two or more text strings. AppForwarding EmailTagsTitle...

Automation procedures: Create an automation

BEFORE YOU BEGINTo configure an automation that measures time in minutes, your Helpshift subscription must be at the “Growth” package level,...

Automation procedures: Reorder your automations

The Automations page lists all of your configured automation. By adjusting their top-to-bottom sorting order, you can control their first-to...

Automation procedures: Duplicate an automation

The Automations page lists all of your configured automations. When one of them is similar to one that you plan to create, you can save your...

Automation procedures: Delete an automation

Delete an automationThe Automations page lists all of your configured automations. Step 1. Log in to your Helpshift instance as it...

Automation reference: UI element definitions — Create Automation dialog box

UI element reference: Create Automation dialog boxSettings > WORKFLOWS | Automations > [+ NEW AUTOMATION]Title — The field where you e...

Feedback bot concepts: Understand feedback bots

WHAT ARE FEEDBACK BOTS? Great user support experiences do not simply end when an agent marks an issue as resolved. Instead, post-resolution ...

Feedback bot procedures: Create and configure a feedback bot

On the Helpshift toolbar, click Settings ().In the navigation pane, scroll to the WORKFLOWS area. Then, click Bots.The Bots page opens....

Feedback bot concepts: The effects of disabling a feedback bot

A disabled feedback bot can be reenabled easily, as needed. When a feedback bot is not included in any automation, disabling ...

Feedback bot procedures: Disable or reenable a feedback bot

On the Helpshift toolbar, click Settings.In the navigation pane, scroll to the WORKFLOWS area. Then, click Bots.The Bots page open...

Feedback bot procedures: Delete a bot step from a feedback bot

You can delete any bot step from an unpublished feedback bot. Deleting a bot step removes it permanently and breaks all links to i...

Feedback bot procedures: Delete a feedback bot

Note: Please ensure that your bot is unpublished or disabled before deleting. To know more about how to disable the bot, please refer Disabl...

Bot concepts: Advanced analytics for custom and feedback bots

When multiple steps in one custom bot or one feedback bot are all configured to auto-populate a particular field, their effect is not cumula...

Smart Intents concepts: Overview

End-users contact you when they need help. Nonetheless, communication barriers may disrupt their best attempts to describe what's wrong, as ...

Smart Intents: Understanding Intent Groups

What is an Intent Group?An intent group is the Smart Intents workspace, where you create and organize one set of similar and/or cl...

Smart Intents: Creating an Intent Group

To create an intent group, follow the steps below:Log into your Helpshift account as an administrator.On the Helpshift toolbar, click the He...

Smart Intents: Deleting an Intent Group

Note:You cannot delete an intent group, while any published intent menus depend on it. Deleting an intent group will affect any new-issue au...

Smart Intents: Understanding Smart Intents

Note: Before creating intents, you must first create your first intent group. Intent groups help organize related intents for easier managem...

Smart Intents: Creating an Intent

Note: You must create an intent group before populating it with intents. See how to create an intent group To create an intent, follow the s...

Smart Intents: Moving an Intent from One Intent Group to Another

Note:The moved intent will be removed from all existing intent menus. You must manually add the moved intent to any intent menus where it sh...

Smart Intents: Deleting an Intent

Note:Identify which of the published intent menus are currently used before you plan to delete an intent. Edit these intent menus so that th...

Smart Intents concepts: Understanding training samples and supported languages

A training sample is one uniquely phrased but always plausible way that your end-users could phrase their request for help with a&...

Smart Intents: Creating a Training Sample

Note:You must create an intent before you can populate it with training samples. You can create training samples manually, one at a time, in...

Smart Intents: Deleting a Training Sample

To delete a training sample, follow the steps below:Log into your Helpshift account as an administrator.On the Helpshift toolbar, click the ...

Smart Intents: Understanding How Training Samples Use CSV

The Smart Intents UI allows brands of any size to manually create and manage training samples one at a time.However, for some brands, partic...

Smart Intents: Export training samples to CSV for editing

Log into your Helpshift account as an administrator.On the Helpshift toolbar, click the Helpshift AI button.On the Helpshift AI pa...

Smart Intents: Importing training samples from CSV

Note: You cannot import new or edited training samples from CSV unless the files use name and column headings correctly. See Export tra...

Smart Intents: Understanding Intent Menus

What is an Intent Menu?An intent menu is an end-user experience that runs during any chat session where you have configured it to run.How It...

Smart Intents: Creating, building, and publishing an intent menu

To create, build, and publish the intent menu, follow these steps:Log in to your Helpshift instance as its administrator.On the Helpshift to...

Smart Intents: Duplicating an Intent Menu

Tip: When you need a new intent menu that is similar but not identical to an already published one, you can create a copy. The duplicated ...

Smart Intents: Deleting an Intent Menu

Note: When you delete an intent menu, you clear it from each app that is configured to use it. Without an intent menu, these apps can p...

Smart Intents concepts: Understand how apps use intent menus

You can configure any app to display a specific intent menu during chat sessions with end-users who request support.An intent menu can opera...

Smart Intents: Associating an intent menu with an app-draft

Note: You cannot use an intent menu until it is populated with intents and published.See these articles:Create an intent Create, build, and...

Bot concepts: Understand custom bots and feedback bots

THE BASICS A bot is an autonomous program that interacts with people and/or systems.Helpshift bots can do many of the same things that custo...

Bot concepts: Understand bot steps

A bot step is any one action that you can configure a custom bot or a feedback bot to perform. Most custom bots and most feed...

Bot concepts: Understand logical branching to new and reused ('linked') bot steps

The concept of branching is similar to what you might see in any standard process flow diagram — questions are chained together with data th...

Bot concepts: Hypothetical discussion of branching to new and reused ('linked') bot steps

This article describes how multiple actions in a custom bot can work together to meet a single goal. It covers:collecting information from e...

Bot concepts: Understand editing bots

You cannot modify a custom bot or a feedback bot after it is published. You can only disable or delete it.To accomplish the same result...

Bot concepts: Prerequisites to have and use custom bots

Your Helpshift subscription package must include custom bots before you can use them.    As of calendar year 2021: ...

Bot concepts: Understand how we keep custom bots from looping

We prevent end-users from being caught in an infinite loop interaction with any custom bot.   Even when its own logic hasn't ...

Bot concepts: Understand the step type 'Get Information from User'

You can configure a custom bot or a feedback bot to collect the end-user response to any question that you ask. Your phrasing of this q...

Bot concepts: Understand the step type 'Send a Message'

You can configure a custom bot or a feedback bot to show a message — which you specify — to your end-user. Common use ca...

Bot concepts: Understand the step type 'End Conversation Flow'

NOTE The End Conversation Flow step type is available for use in custom bots exclusively.  There is no logical...

Bot concepts: Understand the step type 'Branch Based on Filters'

When you configure a custom bot or a feedback bot, you can:  Choose among your Intent, Language, Tag, or Custom Issue Fields (CIFs...

Bot concepts: Understand the step type 'Make an API Request'

You can configure a custom bot or a feedback bot to trigger an external API request (GET, POST, or PUT) of your choosing.   N...

Bot concepts: Understand the step type 'Confirm Issue Resolution'

NOTE  The Confirm issue resolution step type is available for use in feedback bots exclusively.   There is no logic...

Bot concepts: Understand the step type 'Get Feedback from User'

You can configure a custom bot or a feedback bot that prompts your end-users to rate your customer service on a scale of 1-5 stars, where 5 ...

Bot concepts: Understand the step type 'Close Conversation'

NOTE  The Close conversation step type is available for use in feedback bots exclusively.   There is no logical use...

Bot concepts: Understand the step type 'Reopen Issue'

NOTE  The Reopen Issue step type is available for use in feedback bots exclusively.   There is no logical use case ...

Bot procedures: Create and configure a custom bot (or feedback bot)

Step 1.  Log in to your Helpshift instance as its administrator. Step 2.  On the Helpshift toolbar, click Sett...

Setting up attachments step in custom bots

Attachments can be asked as a part of the “Get information from user” step in custom bots as can be seen in the below screenshot.  Note...

Smart Intents: Using Smart Intent with Quick Search Bot

Note: You cannot use an intent menu until it is populated with intents and published.Refer below given articles:Create an intent Create...

Estimated Wait Time procedures: Configure wait time in a bot message

You can have bots communicate a queue estimated wait time so that the user has appropriate expectations for when an agent will respond when ...

Estimated Wait Time procedures: Configure estimated wait time

Administrators can set wait time placeholder for bots which will estimate the wait time required for an agent to respond once the issue is a...

Text Templates procedures: How to use placeholder within text templates

To use placeholder within text template, follow the steps given below:Click Settings on the Helpshift toolbar, and then click Text Templates...

Bot procedures: Form step in a bot

Note: Multiple inputs in a bot step (Form style) will work on SDK X and web chat. For lower SDK versions, you can create fallback steps or e...

Bot procedures: Setting up form step in a bot

Multiple inputs in a bot step (Form style) will work on SDK X and web chat. To support users on lower SDK versions, the admin can create opt...

Smart Intents: Pre-configured Smart Intents

What’s New?From July 2022 onwards, all the new domains will get access to the Smart Intents feature. With Smart Intents, you can provide a t...

Automations: What are New Issue Automations, and how do I set them up?

New Issue Automations allow you to complete a number of different actions immediately upon Issue creation based on set conditions for t...

Automations: What are Time-Based Automations, and how do I set them up?

Time-Based Automations allow you to run Automations on any open Issue. This enables your team to effectively maintain SLAs, escalate pr...

Queues: What are Queues, and how do I use them?

A Queue is a grouping of Issues sorted by end user wait time with a built-in backlog line. Queues can be used in your workflo...

Automations: What are Automations, and how should I use them?

Automations allow you to define conditions to trigger an automatic action on a new or open Issue, such as reassignment, resolution, an ...

Auto Assignment: What is Agent Availability, and how can it optimize my team’s workflow?

Agent Availability allows you to route and assigns Issues to Agents based on when they are available. It is designed to help you mediat...

QuickSearch Bot: What is QuickSearch Bot, and how do I set it up?

QuickSearch Bot is an add-on feature that can be unlocked with an account upgrade. Please reach out to success@helpshift.com to learn more.Q...

Bot procedures: What is the Identity Bot, and how does it work?

The Identity Bot is a configurable Bot for Web Chat and in-app messaging experiences that will automatically request an end user’s name and ...

Bot procedures: What are Custom Bots, and how do I set them up?

Custom Bots are an add-on feature that can be unlocked with an account upgrade. Please reach out to success@helpshift.com to learn more.Cust...

Auto-Assignment/Agent Availability: How can I make sure Issues aren’t assigned to an Agent who is sick, taking a break, or otherwise unavailable?

There are two ways you can track when Agents become unavailable to ensure Issues are not assigned to them during that time:Option 1: Al...

Automation: How do I set up Autoresponses?

Autoresponses can be used to reassure your users that you’ve received their Issue, or provide relevant information based on Issue crite...

Automation: How do I set up Reminder Automations?

Reminder Automations can be set to run on specific types of Issues where you’d like to check in with the user. Sometimes it can take a ...

Automation: How do I set up Auto Resolve Automations?

Auto Resolve Automations allow you to automatically resolve Issues when you have not heard back from the user after a certain number of...

Automation: How do I use Auto Resolve and Autoreply together?

If you have a New Issue Automation set up to Autoreply to Issues, there are two possible outcomes for the Issue based on how those Automatio...

Auto-Assignment/Agent Availability: How do I limit the number of Issues Agents are assigned?

If you use Automations for Workflow Management to assign Issues to Agents during their working hours, you may want to consider set...

Queue: Where do I manage Queues?

You can manage existing Queues and create new Queues by navigating to Settings, then selecting ‘Queues’ under the ‘Workflows’ category. ...

Queue: How do I create a new Queue?

To create a new Queue, proceed as follows:Navigate to the Settings.Under WORKFLOWS, select Queues.On the page that appears, click the + NEW ...

Queue: How do I delete a Queue?

The functionality for deleting a Queue is to archive it. Archiving a Queue effectively removes it from the Dashboard and the list ...

SensAI Predict: What is SensAI Predict, and how does it work?

SensAI Predict gives you the foundation for an AI-powered workflow. This AI engine leverages machine learning to accurately predict the cate...

SensAI Predict: How are Accuracy and Precision calculated in Predict?

Accuracy is calculated as the percentage of times that an Agent did not mark the predicted Label as wrong.Accuracy reflects the Model’s...

SensAI Predict: How do I give my Agents permission to provide feedback on the accuracy of Predict Labels from within Issues?

1. Navigate to Settings > Organization > Permissions.2. This page lists all of the permissions you can enable...

SensAI Predict: Glossary

The following glossary includes all metrics as they are defined in SensAI Predict. To learn more about Predict, see What is SensAI Pred...

Bot procedures: How to setup External APIs with Custom Bots?

Following are the steps to setup External APIs in Custom Bots :Select the option ‘External API Requests’ in the Settings page and click...

Bot procedures: How do I edit Custom Bots?

Helpshift allows Administrators to edit messages and end actions for published and disabled custom bots.To edit custom bots,Navigate to ...

How do I show Agent or Bot avatars in the Helpshift Messaging Experience?

End-users expect to know “who’s on the other side of a service interaction?”. Agent Avatar adds a personal touch to the experience and reass...

SensAI Predict: How do I add a new Label to an existing Model?

To add new Labels, you will need to prepare a CSV file with user messages that correspond to the Label. Make sure there are at least 500 use...

How do I assign Issues to a specific Agent, Queue, or Bot?

You can assign Issues to specific Agents, Queues, or Bots automatically as part of your workflow using Automations, or manually by completin...

QuickSearch Bot: How do I edit QuickSearch Bot?

Helpshift allows Administrators to edit the text that QuickSearch Bot uses in its bot flow using Text Templates.To edit a QuickSearch B...

SensAI Predict: How do I create multiple Models for a Language?

You may want to set up different workflows for similar Issues from different channels. For example, you may want to set up a custom workflow...

SensAI Predict: How do I create and configure Models with Predict?

Predict allows you to automatically triage incoming Issues and assign relevant Labels to them. You can use the assigned Label to setup corre...

Bot procedures: How do I update a live Custom Bot with active conversations?

If you are not updating any Custom Issue Fields used to branch your Bot, you can duplicate the active Bot that needs to be updated, make the...

Bot concepts: Understand the step type 'Update Issues'

You can configure a custom or feedback bot to update issue fields (Tags and Custom Issue Fields) and add private notes anywhere in the bot w...

Language AI: Translation of Agent-User conversations

Language AI allows consumers to engage in their native language, even if agents don’t speak the language. Monolingual agents can now provide...

Language AI: Supported Languages

List of supported languages for Generic engines of Language AI: S.NoLanguage 1Arabic 2Bulgarian 3Catalan 4Chinese (Simplified) 5Chinese...

AI-powered Answers to User Queries

Step into the future of customer support with our latest feature—Introducing AI-powered Answers, the new bot step. Our custom bot, now armed...

Language AI: FAQ Translations

Transform your global customer interactions with the new Language AI for FAQ Translations. Now, with just a simple click within the FAQ edit...

Language AI: Enable Language AI for FAQ Translations

FAQs without Language AI for FAQ TranslationsFAQ translations can be managed manually when Language AI is not enabled.FAQ editor when Langua...

Language AI: Translate FAQ Section Titles and FAQs with Language AI

This section helps admins navigate the different functionalities of the Language AI for FAQ Translations feature.Translation of FAQ Section ...

Language AI: Manually Update Machine Translated FAQs

Admins can manually update the content in the Machine translations section of FAQs for specific language modifications post-Machine translat...

Language AI: Manage languages between Machine Translations and Manual Translations

Admins can switch between languages for Machine translations and Manual translations.Follow the steps given below to manage languages f...

Language AI: Translations for Newly Added Languages in the App

Admins can expand the existing FAQs into newly added App-supported languages.Translating FAQs for newly added languagesWhen a new language i...

Language AI: Troubleshoot FAQ Translation Failures

Case 1: The translation process fails for FAQ translation.Scenario 1: Bulk translation failureWhen you SAVE AND TRANSLATE FAQs for bulk tran...

Language AI: Supported languages for FAQ and Text Template Translations

Language AI works with two types of translation engines:Generic EnginesCustom-Trained Engines By default, Language AI uses pre-trained gener...

Language AI: Text Template Translations

Language AI for Text Template Translations allows for quick and efficient translation of text templates into any language with just one clic...

Language AI: Enabling Language AI for Text Template

Follow the steps given below to request/enable the Language AI for Text Template translations: Log in to your Helpshift domain as an adminis...

Language AI: Translating Text Templates with Language AI

The Language AI for Text Template streamlines the process of translating text templates into multiple languages. This article will guide you...

Language AI: Editing and Updating Text Templates

When the Language AI for Text Template is enabled, you can edit the English content of your text template. After making the necessary change...

Language AI: Using Language AI for Existing Text Templates

You can enable Language AI for your existing text templates to update or add more languages efficiently.Enabling Language AI for existing Te...

Language AI: Adding Manual Translations to Text Templates

You can add manual translations to the text template when Language AI for Text Template is enabled/disabled. Once the default content i...

Language AI: Changing Default Language for Text Templates

You can only set English as the default language when Language AI is enabled. However, you can change the default language of your text temp...

Language AI: Troubleshooting Text Template Translation Failures

Below are the common scenarios and steps to troubleshoot translation failures when working with Language AI for text template translations.S...

Format Validation Rules: Configuring Format Validation Rules

IntroductionThe Format Validation in Custom Bots feature enables admins to set up real-time validations, ensuring that user input adheres to...

AI Agent Copilot: Enhancing Support Agent Efficiency with AI-Powered Assistance

Note: AI Agent Copilot Suite is only available for chat-based (iOS, Android, WebChat) platforms. In the fast-paced world of customer support...

AI Agent Copilot: AI Sentiment

Note: AI Sentiment feature is only available for chat-based (iOS, Android, WebChat) platforms. In the dynamic landscape of customer support,...

AI Agent Copilot: AI Summary

Note: AI Summary feature is only available for chat-based (iOS, Android, WebChat) platforms. Agents often handle multiple tickets simultaneo...

AI Agent Copilot: AI Reply

Note: AI Reply feature is only available for chat-based (iOS, Android, WebChat) platforms. AI Reply uses Generative AI to provide suppo...

AI Agent Copilot: AI Compose

Note: AI Compose feature is only available for chat-based (iOS, Android, WebChat) platforms. The AI Compose feature assists agents in c...

Issue Language: Language Detection in Issues

Language detection in Issues is a proprietary AI feature by Helpshift designed to automatically tag incoming issues with the most accurate l...

AI Agent Copilot: Best Practices

The AI Agent Copilot feature helps operators enhance support agent efficiency with an advanced suite of AI-powered features. To use it effec...

Language AI: Translating and Managing Agent-User Conversations

This section helps agents navigate the different functionalities of the Language AI feature.Read the end user’s message in the Agent’s langu...

Language AI: Troubleshooting for Language Detection

Language detection uses Language AI to identify the language of end user messages. In some situations, detection may return specific statuse...

Language AI: Enabling Language AI for Agent Conversations

To begin harnessing the power of Language AI, you need to request the feature from the dashboard.Follow the steps given below to request/ena...

AI Agent Copilot: Supported Languages

List of supported languages for AI Agent Copilot:S.NoLanguage 1English 2Portuguese 3Spanish 4Russian 5Arabic 6Turkish 7Japanese 8French 9Ger...

AI Agent Copilot: Data Privacy

With the increasing use of AI-driven features in customer support, data privacy remains a key concern for brands. This is especially critica...