We would like to note a number of things for you to speak to your developer about when upgrading to our latest SDKs, v6.2.0 for both Android and iOS. Deprecation of Automatic App Review Requests As a...
Android
Does Helpshift support Notification Channels for Android O?
Notification channels allow app developers to group different types of app notifications that their apps typically send to users into “channels”. This gives the end user the ability to modify sett...
Why do Agent email replies appear blank to people using the Yahoo Mail for Android app?
The Yahoo Mail for Android app doesn’t render Helpshift emails properly. The Agent reply is sent correctly from Helpshift’s end, but renders in the email client as an empty space. Users of...
Why am I seeing a ‘sending message to a Handler on a dead thread’ exception in my Android debug logs?
This error is simply a warning, and you can safely ignore it. The exception will not cause any issues with the proper functioning of the SDK. Please refer to our developer documentation on miscellaneo...
Why does my multi-process Android app crash with a “java.lang.IllegalStateException”?
Does your your application use the Helpshift SDK in two different processes? Do you initialize the Helpshift SDK in both processes? In a multi-process android app (https://developer.android.com/guide/...
What are the minimum iOS versions supported by Helpshift?
Our latest SDKs (7.5.0+) offer full support for 10, 11 and 12. What about iOS 9? With less than 2% of users on iOS 9, we are deprecating support for iOS 9 for SDK 7.5.0+, and shifting our focus to mai...
Why does the Android SDK add the “android.permission.WRITE_EXTERNAL_STORAGE” permission?
For Unity, or for Native Android versions below 6.2.0, if you do not use the WRITE_EXTERNAL_STORAGE permission in your app specifically, a few known issues will arise: The multi-login profile persiste...
Why can’t I use Android 22 to compile my Unity project?
Our SDK will not be able to support compile SDK version 22, but you can set targetSDKVersion to 22 as long as compileSDKVersion is 23 or 24. The only thing that will be impacted is runtime permission ...
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 showConvers...
How do I add or edit supported platforms for Helpshift?
To add or edit supported platforms for Helpshift, please complete the following steps: 1. Navigate to the Settings page by clicking the icon in the left navigation bar 2. Scroll down to the App Settin...
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 inform...
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...
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....
Why aren’t Campaigns available for my app?
You may see the following error message on the Campaigns page of your app, despite having it enabled for your domain: You may also be attempting to create a Campaign, and be unable to select the iOS o...
Why don’t I see push notifications on Android when the app is backgrounded?
Android push notifications behave differently than iOS push notifications when the app is open in the background. While in iOS, push notifications will appear as banners when the app is backgrounded, ...
Why are my Android push notifications not working?
If you’re having issues with your Android push notifications, please review the following troubleshooting points. NOTE: Android push notifications behave differently than iOS push notifications when...
Why am I getting an “InstallException” error when calling Core.install on Android?
You may see the following exception when calling Core.install: Error:(54, 21) error: unreported exception InstallException; must be caught or declared to be thrown This is a reminder to ensure compile...
How do I find my Review URL for iOS & Android?
Please note: your review URLs must initially be added by a member of your team and are not automatically generated. To access your Review URL to invite web users to review your app, proceed as follows...
How do I make sure that users only see FAQ articles for their platform?
Helpshift recommends creating unique FAQs for each of your apps’ platforms as a best practice, then making each one visible only for their specific platforms. If an FAQ has slightly different co...
How do I deep link to an FAQ from within the app?
If you would like to link a user to an FAQ and have it open within the app, you can use deep linking. Deep linking is the use of a hyperlink that links to a specific, generally searchable or indexed, ...
How do I set up FAQs for different apps?
To set up FAQs for different apps, you will first have to add your new app in Helpshift. To do so, please see How do I add my app in Helpshift? Once you’ve added your app, navigate to the FAQs p...