Web Chat

Guide: Web Chat

Our Web Chat widget allows you to offer a live chat experience on your website. This additional channel makes it easy for your Agents to communicate with all of your end-users, whether they visit your website or your mobile app. It just takes one line of code on your website to get you started using it […]

How do I set up Web Chat to support multiple languages?

Our out-of-the-box Web Chat widget can support 47 languages. The default language is English (en-us). The default language can be changed by your developer using the setLanguage API. To allow your Web Chat widget to adapt to your user’s browser’s language, you can set the default language to ‘All’. Going forward, all Bots will communicate […]

How do I allow my end users to see past conversations?

You can allow your users to see past conversations by enabling conversations history for end users. This gives them the ability to see all conversation messages started from the same device or browser, which helps you build relationships and trust. End users can use this information to refresh themselves on how-to instructions or a promo […]

How do I set up business hours for Web Chat?

You can set up business hours for Web Chat to set expectations with end users by letting them know when your team will be available to help them. To set your Web Chat business hours, navigate to Settings > App Settings > select the app you’d like to configure Web Chat business hours for. On […]

What is the end user experience when users can see their past conversations?

Once the conversations history toggle is enabled, your end users will have the following user experience based on the status of past Issues. If an Issue was resolved, the end user will see a divider between the resolved conversation and the one that took place after. This divider will only appear at the end of […]

How do I make my Web Chat asynchronous?

Making your Web Chat asynchronous provides an option for your end users to start a conversation via Web Chat, then close the Web Chat, widget switch tabs, close their tab, close their browser, or even shut down their system – and still return to the conversation later on. This gives your users the flexibility to […]

What is the end user experience like with follow-up emails?

After an Admin has enabled follow-up emails, the follow-up email sent to users looks like this: Note: If the Agent has a Nickname set on their account, and you have the ‘Personalize emails to customers with agent’s nickname’ toggle enabled in the Dashboard, then the Agent’s Nickname will show instead of the name on their […]

When should I redirect users to a custom URL in a follow-up email?

We strongly recommend that you use the default setting of taking the user back to the page where they first started the Web Chat conversation as often as possible. This provides a better experience for your users, as the page where they first started the Web Chat conversation is usually relevant to the reason for […]

How do I use Webhooks & HSAPIs to update Issues when follow-up emails are sent?

Webhooks can be used in conjunction with our APIs to perform a variety of actions on Issues after a follow-up via email is sent, such as having Custom Issue Fields or tags added to the Issue. Please note: The Webhook event for follow-up emails can only be applied to Web Chat Issues. First, you’ll set […]

What browsers does Helpshift officially support for the Dashboard & Web Chat?

We officially support the latest versions of the following browsers for the Helpshift Dashboard and Web Chat: Helpshift Dashboard Google Chrome Firefox Microsoft Edge Safari Web Chat Google Chrome Firefox Microsoft Edge Safari Internet Explorer 11 iOS Safari Chrome for Android To see what the end user experience looks like with Web Chat, see our […]

End User Attachments and Restricting File Types

Helpshift Whitelist of File types You can allow end users to send images and other types of rich media files to agents. Below are the different types of files that end users can upload. If an end user sends a file that is not included in the list, Helpshift will automatically zip the file before sharing […]

How do I use text templates in web chat?

After someone in your organization creates text templates, you can use them to populate the web chat title bar and the initial message that greets a web chat user. PROCEDURE Go to Settings and scroll to the bottom of the navigation column on the left. Click the name of your SDK-integrated app where it appears under the App Settings […]

Web chat — User presence detection

AUDIENCE We prepared this article for Helpshift administrators. CAPABILITY Service agents can see, in almost real time, when a web chat user leaves their conversation. In Agent Dashboard, a green dot next to a web chat user’s avatar signals that the user is present.  Absence of this green dot signals that the user has gone. […]

Configure look-and-feel settings for SDK X, Help Center 2.0, web support portals, and web chat

ARTICLE FRESHNESS 2021.05.11 AUDIENCE We prepared this material for well qualified Helpshift administrators. FOUNDATIONAL KNOWLEDGE A Help Center is an in-app destination for customer service engagements and user support, centered around exactly one product or service. Help Center 1.0 is a legacy product — bound to legacy SDKs — that supports upgrading to Help Center 2.0. […]

Understand the appearance of web chat UI elements (SDK X)

Modern designs can help to bring a professional look and feel to your product support operations, as well as an improved user experience. The advent of SDK X brought with it an updated Helpshift chat service for support messaging. More recent look-and-feel changes to the chat service arrived June 15, 2021, with advanced control over […]

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