With the release of iOS 11, Apple has made a change to their policy on automatically requesting app reviews and ratings from end users. This has a direct impact on the way that review requests are made in Helpshift.

The review API from Apple lets your end users leave app ratings in the App Store without leaving your app. However, it also caps the maximum amount of such requests to 3 per year. Your end users can choose to disable app review requests from the app settings on their device.

Apple has mandated usage of this API, and they’ve also discouraged the usage of custom app review request prompts. As a result of this change in Apple’s App Store policy, Helpshift has deprecated the automatic review request features with our v6.2.0 iOS SDK release.

What do I need to do to remain compliant with Apple’s policy?

Please speak to your developer to check if the app rating API (showAlertToRateAppWithURL:withCompletionBlock:) is still in use within your SDK. This should be removed in your next app update, as it is non-operational for iOS SDK v6.2.0+.

How can I ask my users to review my app?
If you plan to support the new Apple review API and you would still like the option to request reviews after Issue resolutions, your developer can use our CSAT-completed delegate to call the review API if an end user has given their conversation a rating of 4 or 5 stars.

Your Agents can continue to use the manual review request feature within Issues, as Apple’s policy only applies to automatic review requests:

If you use Campaigns, you may continue to use “Ask for app store ratings” as an action, as we have updated this feature for Apple compliance.

Please note: In your App Settings, under Mobile SDK Configurations, there is a setting for “On app update, ask for an app rating after”. As of September 2017, this is only applicable for Android. You may continue using this automated feature for your Android app users without concern.

For any questions about this deprecation, please feel free to reach out to our support team via our contact us form.