Getting Started

Guide: In-app Messaging

Our native iOS and Android SDKs allow you to offer a seamless, conversational messaging experience to your in-app users that is unified with our Web Chat experience. Our AI-powered Bots can work with your SDK to handle routine parts of the conversation and help your support team conduct end-to-end Issue management.     Configuring your […]

Guide: API Key Management

API stands for application programming interface. Put simply, an API makes it possible for different apps to talk to one another. API keys allow for the actual interaction and exchange of information to occur between multiple apps without having to provide personal information, such as passwords. As an admin, you can safely manage these keys through […]

Guide: Native SDK Implementation

Prior to reviewing this guide, you and the Support Manager of your organization should have already reviewed the Understanding Metadata, Custom Issue Fields, & Tags together to plan how you will configure end user data in your Helpshift SDK implementation. The Helpshift SDK allows your support team to provide in-app help in the form of searchable, […]

How do I do a hard refresh on the Helpshift Dashboard?

Caching issues and other browser problems can sometimes cause temporary UI glitches in the Helpshift Dashboard. To solve these, we recommend doing a hard refresh on your browser. Chrome (recommended browser): Windows/Linux: Hold down Ctrl and click the Reload button. Or, Hold down Ctrl and press F5. Mac: Hold down the Cmd and Shift keys […]

How do I enable Campaigns functionality in my SDK?

Once enabled on our side, you’ll want your developers to follow the instructions below: iOS Platform: Download the latest SDK that contains Campaigns via our iOS Release Notes Visit our Getting Started and Campaigns guides and follow the instructions to configure Campaigns – we currently have HelpshiftCampaigns and HelpshiftSupport as the 2 available services to […]

How do I link from an Issue to my own user tracking tool based on User ID?

You can generate a User ID link to associate the user in Helpshift with the user in an external user tracking tool. To do so, complete the following steps: 1. Navigate to Dashboard > Settings > select the app you’d like to generate a User ID link for. 2. Scroll down until you see the […]

How do I log errors or crashes in my app?

While Helpshift doesn’t offer an in-house error/crash logging plugin, our customers have had success with a number of external tools, including: Crittercism Mixpanel Hockeyapp Crashlytics Sentry Bugsnag Honeybadger Instabug Airbrake (formerly Exceptional)

How do I make email optional or required for SDK users?

Depending on the status of the user (unregistered or registered), you can customize the new conversation screen to make it easier for your user to submit a new message. SDK v7.0.1 and above In SDK v7.0.1 and above, the Admins of your Helpshift Dashboard easily enable the Identity Bot within the Dashboard to prompt your users […]

How do I upload or update my push certificates?

To upload or update your .p12 or GCM certificate, proceed as follows: 1. From within the Helpshift Dashboard, click on the Settings tab to open the Settings page 2. Scroll down to the ‘App Settings’ section in the left navigation bar, then select the name of the app you’d like to upload the certificate for […]

How does the hideNameAndEmail API work?

As of Helpshift SDK v7.0.1 and above, this API has been replaced with the Identity Bot (a toggle in the Helpshift Dashboard) for both in-app users and Web Chat. For more information, please see What is the Identity Bot, and how does it work? The hideNameAndEmail API allows you to hide the name and email fields […]

What are breadcrumbs, and how do I set them up?

Breadcrumbs allow you to track events or end user actions, such as what an end user was doing in your app before they started a new conversation. When enabled, these breadcrumbs can be reviewed within the Helpshift Dashboard at the bottom of the ‘Metadata’ tab on the Issue Details page. To enable breadcrumbs within your […]

What are debug logs and how do I use them?

Debug logs are system-generated logs that are sent to your Dashboard along with every new conversation. They only appear if your developers have configured them in the SDK for a given game/app version. When configured, they appear under the metadata tab in the Issue details pane. You can add additional debugging statements to your code, […]

What are Helpshift Delegates?

The Helpshift SDK provides delegate callbacks to help app developers track a user’s activities within the help section. New conversation delegate If you want to keep a record of when your app users start a new conversation through Helpshift, you can implement this delegate callback. The delegate will get fired every time the user starts […]

What flags are available to customize the behavior of my SDK?

Helpshift provides several configuration options which can be used to customize the behavior of the SDK. These options are boolean flags which can be passed with the Helpshift APIs such as showConversation, showFAQs etc. See our developer documentation for complete instructions on SDK configuration for iOS and Android.

What functionality should I test in my in-app experience before releasing it to my users?

To ensure a successful integration of the in-app experience for your users, we strongly recommend that you initially update your SDKs and Dashboard configurations as follows: Create a test app in your Helpshift Dashboard for testing out the new Conversational Issue Filing flow Have your developers create a test version of your app that uses […]

What is the enableFullPrivacy flag?

You may come across scenarios where the user attaches objectionable content in the screenshots, and it becomes a COPPA concern. The enableFullPrivacy flag will help prevent you from collecting such content. Turning on this flag will perform 3 actions: Disable user-initiated screenshots – users cannot send images without being prompted to by an Agent. Prevents your […]

What is the showSearchonNewConversation flag?

As of Helpshift SDK v7.0.1 and above, this flag has been replaced with the Answer Bot (a toggle in the Helpshift Dashboard) for both in-app users and Web Chat. For more information, please see What is the Answer Bot, and how do I set it up? This feature helps companies reduce their overall Issue volume […]

What should I do if I have feedback about Helpshift?

Helpshift’s philosophy is to let our customers take the lead on how our product is developed, and our roadmap is based solely on popular customer requests! We are continually scheduling improvements on all features. If you have any suggestions to make Helpshift better, please feel free to send them to us (along with any relevant […]

What strings in the Helpshift SDK can I customize?

You can customize almost all of the strings in the Helpshift SDK from the HelpshiftLocalizable.strings (iOS) and hs_strings.xml (Android) file with additional internationalization options. More information on String customization can be found in our developer documentation for iOS and Android. Please note: If you’re using Cocoapods, you can find the HelpshiftLocalizable.strings file in the Helpshift […]

Does Helpshift support RTL text?

Helpshift will correctly render RTL text in the Helpshift Dashboard, so Agents will see text in Hebrew, Arabic, Farsi (Persian), etc correctly aligned. RTL alignment will also function correctly in Android and iOS SDK chat. RTL support is not currently available for the Web Portal/Web FAQs. Web content in Arabic, Hebrew, Farsi and other RTL […]

Can I display the new message count on my app icon?

You can call the API ‘getNotificationCountFromRemote:’ which tells you how many unread messages you have at any given moment. You can invoke that for badging from any number of places. For more details on badge notifications, please see our developer documentation for iOS.