ARTICLE FRESHNESS

2021.05.19

AUDIENCE

We prepared this material for:

  • well qualified Helpshift administrators
  • software developers with experience using SDKs and APIs

FOUNDATIONAL
KNOWLEDGE

  • SDK X (pronounced “SDK Ten”) is a next-generation Helpshift software development kit — currently in a preview release — for iOS and Android apps.
  • An SDK-integrated app is an iOS or Android software project that integrates SDK X or any legacy Helpshift SDK.
  • A container app exists only on the hosted Helpshift instance (your “tenant”) where you set up and configure it to represent either:
    • one of your SDK-integrated apps
      OR
    • any other type of product or professional service that your customer service organization supports.

ARTICLE SCOPE

This article either explains the following subjects or directs you to explanations that are available elsewhere.

  • Summary of key benefits in comparison to legacy Helpshift SDKs

  • Summary of key limitations during the SDK X preview release

  • SDK X developer reference resources

BEFORE YOU BEGIN

  • To set up and configure container apps, you must log in to your Helpshift instance (“tenant”) as its administrator.

  • To integrate SDK X into an iOS or Android software project, you must:

    • have full developer access to the software project.

    • obtain SDK X from developers.helpshift.com and use it according to its instructions.

    • collaborate with your Helpshift administrator to bind each SDK-integrated app to its designated container app.

Key benefits of SDK X in comparison to legacy Helpshift SDKs

  • One-time integration into your software projects means that all non-premium SDK X features that are released in the future become available to you automatically.
  • As compared to our legacy SDKs, SDK X code is so lightweight that your app sizes can drop by more than 1MB apiece.
  • You now control UI design themes and customizations for your overall customer service brand and all of your products from a consolidated dashboard, instead of CSS.

Key limitations of SDK X during its preview release

We recommend that only our newest Helpshift customers — meaning those whose subscription contracts are dated after March 2021 — attempt to use SDK X during its preview release.

In its initial release, SDK X does not support data migration to or from any legacy Helpshift SDK.

Customers who currently use any legacy Helpshift SDK cannot switch to SDK X and expect to view or work with any of their legacy issues.

SDK X developer reference resources

 

 

 

 

 

 

 

 

 

Push updates/features over the air

 

Webchat/Helpcenter works online, always.

 

we can push a webchat/helpcenter release with bugfixes, features and improvements and it will reflect on the SDK X after the local cache has expired.

 

 

Showing notifications

Webchat will not be running in the app always, only when the user opens chat screen, we start webchat and fetch the ongoing conversation. But we have to notify the user whenever there are updates on the issue. There are 2 ways to show notifications to the user.

In-app polling

Used when the app has not registered for push notifications

Push notifications In-app polling

With this approach, we fetch unread message count periodically when the app is in foreground

We stop this polling when the app moves to background

The time period starts from 5 secs and exponentially backs off to 1 min if there is an active issue.

The time period starts from 5 secs and exponentially backs off to 5 min if there is no open issue. We only fetch the count of unread messages and not the actual messages

Push notifications

The developer has to register for push notifications and register the token with the SDK. Backend can then push messages to the SDK

Push notifications also fetch the message content with it. Helpcenter displays a red dot on chat icon when there are unread messages.