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.
Note: The older form-based experience for in-app users has been deprecated, and we currently only support the conversational experience. Details about the deprecated APIs associated with the form-based experience are available in the first section of this guide.
Configuring your mobile SDKs 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
If you’re upgrading from a version of the SDK that is older than 7.0.1, please note that the following Helpshift APIs were officially deprecated with that release in May 2018:
- gotoConversationAfterContactUs: No longer applicable in the conversational experience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
Next, your Admin should review and enable select features in the Dashboard, 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. For complete steps, see our FAQ What is Conversational Issue Filing, and how do I set it up?
As stated above, 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 enable Bots to customize your in-app experience.
The following Bots can be configured from the Conversational Issue Filing page within your Dashboard:
This Bot engages with the user 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.