AI-powered Features

What is the Issue Selection Bot, and how do I use it?

The Issue Selection Bot is an add-on feature that can be unlocked with an account upgrade. Please reach out to success@helpshift.com to learn more. The Issue Selection Bot engages with users who are about to start a new conversation by asking a set of up to 5 custom questions to prompt them to share additional […]

What is the Answer Bot, and how does it work?

Answer Bot is an add-on feature that can be unlocked with an account upgrade. Please reach out to success@helpshift.com to learn more. The Answer Bot is an AI-powered Bot for your web and in-app messaging experience that will automatically respond to the end user’s first message by suggesting up to 3 of your most relevant […]

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 / or email address if this information has not been collected previously. If that info is already available on the user’s profile, this Bot will not ask again. The end user experience […]

What are Custom Bots, and how do I use them?

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. Custom Bots can be invoked at any point in a conversation to carry out a customizable series of up to 5 different actions. They can do all the same things as Agents, which […]

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 completing a Bulk Action. Assign Issues using Automations When setting up an Automation, you are prompted to select conditions that Issues must meet for the Automation to run on them. After that, you are […]

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