New!

Coming Soon

New!

Language AI: Translation of Agent-User Conversations

Language AI allows your customer support team to handle global requests in multiple languages with machine translation. Agents can simply read and type messages in English, click “Translate” and send their response in the consumer’s language. Additionally, agents will have the flexibility to manually change the issue language to support end users at their convenience . Language AI feature will support 43 languages and works on issues generated via any platform. Learn more

Helpshift Analytics Dashboard: Added "Average Handling Time" Metric

We are adding “Handling Time” in dashboard analytics. This will enable one more dimension to analyze agents' performance. This metric will be available for each date (overall) and for each agent (individually). Average Handling Time refers to the average time taken to resolve the issue since the issue is first assigned.

Coming Soon

Many exciting Helpshift features and enhancements are under active development, approaching their release. To learn more about anything we describe here, please contact Success@helpshift.com.

AI (Chatgpt) Powered Answers

Our custom bot will soon be armed with the capabilities of ChatGPT and will stand ready to provide you with precise and efficient responses to your queries. Amplify your custom bot flow with the addition of the "AI powered Answers to User Queries" step, empowering ChatGPT to draw from your knowledge base and deliver an unparalleled support experience that truly goes above and beyond.

Smart Intents: Advanced Search & Smart Views

We're enhancing the search and viewing functions for Smart Intent issues to empower support teams in efficiently categorizing and managing issues tied to specific Intents.

This will involve adding the capabilities for intent based advanced search and introducing smart views , allowing support agents to streamline their workflow and effectively manage issues associated with selected Intents.

SDK X 10.3.0 for iOS & Android

SDK X v10.3.0 will be released for iOS and Android by the end of October! This release will include all the new features, bug fixes and support for iOS 17 and Android 14. Few notable feature releases include Attachment in Smartforms, Voice Over in Help Center and Chat.

With SDK X v10.3.0, we will be updating the support policy for Android support libraries.  As such, prior to integrating with 10.3.0, you will need to upgrade to AndroidX support libraries.  If you need any assistance with supported library versions, please contact Helpshift support.

Additional SDK X v10.3.0 plugins will be released sequentially starting with Unity in November.

Managing Popular Articles in the Help Center

This addition to the Frequently Asked Questions (FAQs) page is designed to allow more control of what is shown in the "Popular Articles" section of your Help Center. Moreover, it provides a way for you to surface your preferred FAQs or introduce new information to your end users. For those who prefer a hands-off approach, our system can autonomously curate the most frequently viewed FAQs for your convenience.