The Helpshift SDK provides delegate callbacks to help app developers track a user's activities within the help section.
All the public APIs in the SDK should be called after initializing the SDK via Helpshift.install() API
You can set HelpshiftEventsListener
by calling the Helpshift.setHelpshiftEventsListener()
method.
For example:
Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() { @Override public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) { switch(eventName){ case HelpshiftEvent.CONVERSATION_START: //your code here break; // and so on... //the list of events is given below } } @Override public void onUserAuthenticationFailure(HelpshiftAuthenticationFailureReason reason) { // your code here } });
Class Implementation:
You have to define a class which implements HelpshiftEventsListener
and then set this event listener instance using Helpshift.setHelpshiftEventsListener()
method.
class MyEventListener implements HelpshiftEventsListener{ @Override public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) { switch(eventName){ case HelpshiftEvent.CONVERSATION_START: //your code here break; // and so on... //the list of events is given below } } @Override public void onUserAuthenticationFailure(HelpshiftAuthenticationFailureReason reason) { // your code here } } MyEventListener listener = new MyEventListener(); Helpshift.setHelpshiftEventsListener(listener);
This event contains information about the current ongoing conversation.
HelpshiftEvent.CONVERSATION_STATUS
HelpshiftEvent.DATA_LATEST_ISSUE_ID
HelpshiftEvent.DATA_LATEST_ISSUE_PUBLISH_ID
HelpshiftEvent.DATA_IS_ISSUE_OPEN
// ... Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() { @Override public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) { switch(eventName){ case HelpshiftEvent.CONVERSATION_STATUS: Log.d(TAG, data.get(HelpshiftEvent.DATA_LATEST_ISSUE_PUBLISH_ID)); } } // ...
This event is triggered when the user opens or exits the chat screen. This event is triggered with a boolean value of "visible"
key. For your reference, see the below example:
HelpshiftEvent.WIDGET_TOGGLE
HelpshiftEvent.DATA_SDK_VISIBLE
// ... Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() { @Override public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) { switch(eventName){ case HelpshiftEvent.WIDGET_TOGGLE: Log.d(TAG, data.get(HelpshiftEvent.DATA_SDK_VISIBLE)); } } // ...
This event triggers when the user sends the first message in a conversation. The event data object has a key, message
, which includes the message string the end-user sent to start the conversation. For your reference, see the below example.
HelpshiftEvent.CONVERSATION_START
HelpshiftEvent.DATA_MESSAGE
// ... Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() { @Override public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) { switch(eventName){ case HelpshiftEvent.CONVERSATION_START: Log.d(TAG, data.get(HelpshiftEvent.DATA_MESSAGE)); } } // ...
This event is triggered when the user adds a message in a conversation. It might be a text message, response via bot input, or an attachment. The event data object has type
and body
keys, which indicates the type and body of the message added by the user. For your reference, see the below example.
HelpshiftEvent.MESSAGE_ADD
HelpshiftEvent.DATA_MESSAGE_TYPE
HelpshiftEvent.DATA_MESSAGE_BODY
HelpshiftEvent.DATA_MESSAGE_TYPE_ATTACHMENT
HelpshiftEvent.DATA_MESSAGE_TYPE_TEXT
// ... Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() { @Override public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) { switch(eventName){ case HelpshiftEvent.MESSAGE_ADD: Log.d(TAG, data.get(HelpshiftEvent.DATA_MESSAGE_BODY)); if(data.get(HelpshiftEvent.DATA_MESSAGE_TYPE).equals(HelpshiftEvent.DATA_MESSAGE_TYPE_ATTACHMENT)){ Log.d(TAG, "user sent an attachment"); } } } // ...
This event is triggered when the user submits a CSAT rating after the conversation ends. The event data object has rating
and additionalFeedback
keys, which indicates the (star) rating and the additional comments provided by the user with the CSAT form. For your reference, see the below example.
HelpshiftEvent.CSAT_SUBMIT
HelpshiftEvent.DATA_CSAT_RATING
HelpshiftEvent.DATA_ADDITIONAL_FEEDBACK
// ... Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() { @Override public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) { switch(eventName){ case "HelpshiftEvent.CSAT_SUBMIT": Log.d(TAG, data.get(HelpshiftEvent.DATA_CSAT_RATING)); Log.d(TAG, data.get(HelpshiftEvent.DATA_ADDITIONAL_FEEDBACK)); } }
This event is triggered when the conversation ends (resolved or rejected) and it cannot be reopened.
HelpshiftEvent.CONVERSATION_END
// ... Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() { @Override public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) { switch(eventName){ case "HelpshiftEvent.CONVERSATION_END": //data will be empty } } // ...
This event is triggered when an agent rejects the conversation.
HelpshiftEvent.CONVERSATION_REJECTED
// ... Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() { @Override public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) { switch(eventName){ case "HelpshiftEvent.CONVERSATION_REJECTED": //data will be empty } } // ...
This event is triggered when an agent resolves the conversation.
HelpshiftEvent.CONVERSATION_RESOLVED
// ... Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() { @Override public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) { switch(eventName){ case "HelpshiftEvent.CONVERSATION_RESOLVED": //data will be empty } } // ...
When resolution question is enabled, the users are asked if they're satisfied with the resolution. If the user rejects it and sends a new message, then the conversation is reopened and the Conversation Reopened event is triggered.
HelpshiftEvent.CONVERSATION_REOPENED
// ... Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() { @Override public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) { switch(eventName){ case "HelpshiftEvent.CONVERSATION_REOPENED": //data will be empty } } // ...
If you have user authentication feature
enabled on the Dashboard and if you pass an invalid token in the Helpshift.login(userDataMap)
, then you will receive this event with reason string. Check here for more info
Reason type :
HelpshiftAuthenticationFailureReason.REASON_INVALID_AUTH_TOKEN
HelpshiftAuthenticationFailureReason.REASON_AUTH_TOKEN_NOT_PROVIDED
HelpshiftAuthenticationFailureReason.UNKNOWN
// ... Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() { @Override public void onUserAuthenticationFailure(HelpshiftAuthenticationFailureReason reason) { Log.e(TAG, reason); } } // ...
Helpshift Session Started
If you want to keep track of when helpshift session starts in your app, you can implement this delegate callback. The delegate will get fired every time the Helpshift session starts.
HelpshiftEvent.SDK_SESSION_STARTED
// ... Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() { @Override public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) { switch(eventName){ case HelpshiftEvent.SDK_SESSION_STARTED: //sdk session started } } // ...
Helpshift Session Ended
If you want to keep track of when helpshift session ends in your app, you can implement this delegate callback. The delegate will get fired every time the Helpshift session ends.
HelpshiftEvent.SDK_SESSION_ENDED
// ... Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() { @Override public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) { switch(eventName){ case HelpshiftEvent.SDK_SESSION_ENDED: //sdk session ended } } // ...
If you want a count of all new messages received in an existing conversation, you can call this API requestUnreadMessageCount(final boolean shouldFetchFromServer)
.
The count of the number of messages will be conveyed to your app via this event. You can also use this event to keep your badge counts updated.
HelpshiftEvent.RECEIVED_UNREAD_MESSAGE_COUNT
HelpshiftEvent.DATA_MESSAGE_COUNT
HelpshiftEvent.DATA_MESSAGE_COUNT_FROM_CACHE
// call requestUnreadMessageCount() api first Helpshift.requestUnreadMessageCount(true); // ... Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() { @Override public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) { switch(eventName){ case HelpshiftEvent.RECEIVED_UNREAD_MESSAGE_COUNT: int count = (int) data.get(HelpshiftEvent.DATA_MESSAGE_COUNT); boolean fromCache = (boolean) data.get(HelpshiftEvent.DATA_MESSAGE_COUNT_FROM_CACHE); Log.d(TAG, "Message Count : " + count + ", From Cache: " + fromCache); } } // ...