Our 7.1.0 SDK release added several Dashboard configurations to allow you to offer a unified web and in-app support experience for your end users. This saves you from having to use developer resources each time you want to change your user experience by allowing your Admins to freely manage these settings in the Dashboard.
Configuring your SDK and Dashboard to provide this new support experience is a three-step process that requires collaboration with your developer, as detailed below. We strongly recommend reviewing our FAQ on QAing your new in-app experience to effectively plan for this update before releasing it to users.
For more detailed steps and best practices, please see our Knowledge Base.
1. Developer: Upgrade To the Latest iOS/Android SDKs
When upgrading, please note that the following Helpshift APIs were officially deprecated with the 7.0.1 release:
- gotoConversationAfterContactUs: No longer applicable in the conversational experience
- showSearchonNewConversation: Replaced with Bot functionality in the Dashboard
- enableTypingIndicator: Replaced with a Dashboard toggle to enable the typing indicator
- loginWithIdentifier (iOS, Android): Replaced with a new Login API
- hideNameAndEmail, requireNameAndEmail: Not applicable in the conversational experience
- setNameAndEmail, setUserIdentifier: Will be replaced by the new Login API
conversationPrefillText: Deprecated with form-based Issue filing
A detailed review of additional changes that came with the 7.0.1 release can be found in our April 2018 SDKs update.
The Admin now has controls in the Dashboard to configure these settings, as detailed below.
2. Admin: Enable Conversational Issue Filing
Now that your developer has implemented the latest SDK, you are ready to enable Conversational Issue Filing. To get started, review our FAQ What is Conversational Issue Filing, and how do I set it up?
As stated in the guide, to ensure a successful integration of this new conversation flow for your users, we recommend that you 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 the app ID and API keys from your test app in the Dashboard
- Integrate the latest Helpshift SDKs into that test app
- Enable Conversational Issue Filing from the In-app SDK Configurations page in your test app
- Once Conversational Issue Filing has been enabled, try out different configurations for your conversational experience by enabling/disabling the settings listed in this guide
- When you’ve figured out the settings that work best for your workflow, work with your developer to update your app and Dashboard with Conversational Issue Filing
Admin: Configure Your Bots
Now that you’ve enabled Conversational Issue Filing, you’re ready to configure your Bots to customize your in-app experience.
The following Bots can be configured from the Conversational Issue Filing page within your Dashboard:
Issue Selection Bot
This Bot engages with the user before a new Issue is created. When the user initally reaches out, this Bot will ask questions you can customize to collect relevant information about the user’s inquiry. The answers provided by the end user can be used to prioritize and route the new Issue.
Please note: The Issue Selection Bot is an add-on feature that can only be unlocked with an account upgrade. Contact email@example.com to learn more.
Once this Bot has been added to your Dashboard, see What is the Issue Selection Bot, and how do I use it? To get started with this Bot.
This Bot engages with the user just after the Issue Selection Bot has collected relevant information about the user’s inquiry, but before a new Issue has been created. It will automatically respond to the end user’s inquiry with relevant FAQ suggestions to help them find the information they need with no Agent assistance needed.
Please note: The Answer Bot is an add-on feature that can only be unlocked with an account upgrade. Contact firstname.lastname@example.org to learn more.
See What is the Answer Bot, and how does it work? to get started with this Bot.
If the user indicates that they still need Agent assistance, then this Bot will automatically request the user’s name and email address (if this information has not been collected previously) to populate these fields in the new Issue that will be created. If that info is already available on the user’s profile, then this Bot will not ask again.
See What is the Identity Bot, and how does it work? for more information on how to set this Bot up.
Custom Bots can be set up to carry out a customizable series of actions on at any point in a conversation. They can do all of the same things as Agents, so they can be used to replicate an interaction with an Agent and provide end-to-end Issue management.
Custom Bots will only engage with open Issues. They can be invoked manually by Agents, or you can configure your workflow to have them automatically called by Automations when certain conditions have been met.
Please note: Custom Bots are an add-on feature that can only be unlocked with an account upgrade. Contact email@example.com to learn more.
Once you have access to Custom Bots, see What are Custom Bots, and how do I use them? To get started.
To set up additional features and learn more about Helpshift best practices, please review our Knowledge Base.