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 to learn more. Custom Bots can be invoked at any point in a conversation to carry out a customizable series of as many as five different actions. They can do many of the same things that […]

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 to learn more. QuickSearch Bot is an AI-powered bot for your web and in-app messaging experience. It responds automatically to the end-user’s first message by suggesting as many as three relevant FAQs to help your users […]

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 […]

How do I use Bots with Time-Based Automations?

We configured Time-Based Automations to interact with Bots in a way that will benefit your workflow. With this in mind, if an Issue is assigned to a Bot and a Time-Based Automation is set to complete the actions listed below, the following will occur: Send a new message to the user only: It will be […]

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 […]

What can I see in the Custom Bots Analytics reports in Power BI?

The Bot Analytics template app can be downloaded and added to your Power BI dashboard from within Power BI. To get this report, review the steps in How do I install Helpshift Template Apps in Power BI? The following reports are available for Custom Bot Analytics: Custom Bots Custom Bots (times) Custom Bots Steps Custom […]

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 changes to the new Bot, and publish it. After that, you can update the Automation to assign to the new Bot. The active conversations will finish with the […]

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 on the ‘New API Request’ button. The ‘New API Request’ page appears. Enter the API name under the ‘Request Title’ box. Select an appropriate method from the ‘Method’ box for the API […]

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 Settings > WorkFlows > Bots and click Custom Bots. The Bots page displays the list of published, unpublished, and disabled Custom Bots. Click the Custom Bot which you want to edit. The Edit Bots page […]

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 Bot, Go to Settings > WorkFlows > Bots and click QuickSearch Bot.The QuickSearch Bot page displays the number of ongoing conversations along with an option to ‘Edit’ and ‘Preview QuickSearch Bot’. Click ‘Edit’.The […]

How do I send attachments using Custom Bots?

Administrators and Agents can send rich attachments as a part of bot interaction to make the communication more engaging and effective. Administrators will be allowed up to 5 files per bot interaction. There are no restrictions on the type of file which can be sent in a bot interaction. Note: Admins can send attachments that […]

Can a bot use multiple languages?

A custom bot can use a variety of languages while engaging with your brand’s end-users.  This flexibility is possible because some bot step types support consuming text templates and variables. Text templates are a Helpshift feature for brands to organize, store, and work with snippets of translated text. Variables are how you can inject personalized […]

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