Helpshift APIs iOS

Integrating Contact Us & In App Messaging

HelpshiftSupport.ShowConversation(uiViewController,config);

You can use the ShowConversation api to provide a way for the user to send feedback or start a new conversation with you. This has been provided if you want to embed a "Send Feedback" or "Contact Us" action in your app and want to lead the user to this action directly without having to go to the FAQ. Once, a user starts a new conversation, this API call will show the conversation view. The conversation will ensue until it is resolved (and the resolution is accepted by the user) or rejected by the agent.

Integrating FAQs

HelpshiftSupport.ShowFAQs(uiViewController, config);

You can use the ShowFAQs api call to provide a way for the user to invoke the purpose built help/support section in your app. This is the easiest approach to enable help in your app as it bundles all the capabilities of the Helpshift SDK in a simple and intuitive interface. You can wire this api call to a "Help" or "Support" action in your app. This Activity combines the FAQ, Search and Contact Us functionality together in a single interface. In this view a user has to search for a specific question in the FAQ failing which they can report an issue. When you respond back to their question from the Helpshift Agent Dashboard, the reply will be shown as a count besides Contact Us, clicking on which will open up the conversation.

Check out API Options for more configuration.

FAQ Filtering by tags

With the goal of helping the end user see focused & related content e.g. basis the user demographic or device profiles, developers can now choose the new capability for FAQ filtering and showing a focused FAQ list to the right audience. Typical cases why you would want to use FAQ filtering are : You want to show specific FAQs for specific audience. E.g. if you may categorize the users as ‘beginner’, ‘intermediate’ or ‘expert’ based on your business logic You may want to show specific FAQs based on the device. E.g. a set of FAQs for iPad vs. iPhone

FAQ filtering is a 2 step approach

1. FAQs need to be classified using the issue tags field on the dashboard e.g. tags ‘iphone’ & ‘ipad’. show me
2. Once the FAQs are tagged, they can be filtered at the SDK using the filter options described here.

How to use FAQ filtering

This will be a config option which will be supported by the showFAQs and showFAQSection APIs.

Usage :

HsOperator operator = HsOperator.Or;
string[] tags = new string[] {"tag1", "tag2"};
HelpshiftFAQFilter filter = new HelpshiftFAQFilter(operator, tags);
HelpshiftAPIConfig config = new HelpshiftAPIConfig.Builder()
                                    .SetWithTagsMatching(filter)
                                    .build();

HsOperator operator = HsOperator.Or;
string[] tags = new string[] {"android-phone", "android-tablet"};
HelpshiftFAQFilter filter = new HelpshiftFAQFilter(operator, tags);
HelpshiftAPIConfig config = new HelpshiftAPIConfig.Builder()
                                    .SetWithTagsMatching(filter)
                                    .build();
HelpshiftApi.HelpshiftSupport.ShowFAQs(activity, config);

Dictionary<string, object> configD = new Dictionary<string, object>();
Dictionary<string, object> tags = new Dictionary<string, object>();
tags.Add("operator", "and/or/not");
tags.Add("tags", new String[]{"tag1", "tag2"});
configD.Add(HelpshiftApi.HelpshiftSupport.HSTAGSMATCHINGKEY, tags);

//If the developer wants to show all FAQs with tags “ipad” or “iphone”
Dictionary<string, object> configD = new Dictionary<string, object>();
Dictionary<string, object> tags = new Dictionary<string, object>();
tags.Add("operator", "or");
tags.Add("tags", new String[]{"ipad", "iphone"});
configD.Add(HelpshiftApi.HelpshiftSupport.HSTAGSMATCHINGKEY, tags);
HelpshiftApi.HelpshiftSupport.ShowFAQs(uiViewController, configD);

Showing a Particular FAQ Section

HelpshiftApi.HelpshiftSupport.ShowFAQSection("11", uiViewController, config);

You can use the ShowFAQSection api call to show faqs from a particular FAQ section.

You'll need the publish-id of the section in this case:

This feature works like a permalink for displaying specific FAQ sections as context sensitive help in your app. For example, if your app requires the user to login to using email, facebook and twitter, you could wire a help action on the login screen that can link to the Helpshift FAQ section called "Login help" which has several questions related to login methods.

Check out API Options for more configuration.

Showing a Particular FAQ Question

HelpshiftApi.HelpshiftSupport.ShowSingleFAQ("51",uiViewController,config);

You can use the ShowSingleFAQ api call to show a single faq question.

You'll need the publish-id of the FAQ in this case:

Check out API Options for more configuration.

Guided Issue Filing

Guided issue filing is a feature to capture more context when a user interacts with Helpshift Support. For example, lets say you want the user to file a ticket in case of a complaint and also in case he want to suggest a feature. With dynamic forms, you will now be able to distinguish between these two use cases and take required actions (like assigning appropriate agents).

Dynamic forms also enable better FAQ discovery. Lets say there is a frequently viewed FAQ or FAQ section buried deep in your FAQ hierarchy. Some users might miss it out and opt to file an issue instead. With dynamic forms, you can create a new section (like top FAQs) that links to that FAQ section. Or create and alternate title to an FAQ (like 'How do I pay for gems' instead of 'Billing').

The app configures a dynamic form using 'flows. There are 5 types of flows:

HelpshiftAPIConfig conversationConfig = new HelpshiftAPIConfig.Builder()
                                              .SetConversationPrefillText("This is from Dynamic")
                                              .Build();

ConversationFlow conversation = new ConversationFlow("Converse", conversationConfig);
FAQsFlow faqs = new FAQsFlow("FAQs");
FAQSectionFlow faqSection = new FAQSectionFlow("1509", "FAQ section");
SingleFAQFlow singleFAQ = new SingleFAQFlow("2998", "FAQ");
DynamicFormFlow nestedFlow = new DynamicFormFlow("Nested Form",
                                                  new List<Flow> {conversation, faqs,
                                                                  faqSection, singleFAQ });

IList<Flow> flows = new List<Flow> { conversation, faqs, faqSection, singleFAQ , nestedFlow};
HelpshiftApi.HelpshiftSupport.ShowDynamicForm(activity, "dummy title", flows);

Dictionary<string, object> conversationFlow = new Dictionary<string, object>();
conversationFlow.Add(HelpshiftApi.HelpshiftSupport.HsFlowType, HelpshiftApi.HelpshiftSupport.HsFlowTypeConversation);
conversationFlow.Add(HelpshiftApi.HelpshiftSupport.HsFlowTitle, "Converse");
Dictionary<string, object> conversationConfig = new Dictionary<string, object>() { {"conversationPrefillText" , "This is from dynamic"} };
conversationFlow.Add(HelpshiftApi.HelpshiftSupport.HsFlowConfig, conversationConfig);

Dictionary<string, object> faqsFlow = new Dictionary<string, object>();
faqsFlow.Add(HelpshiftApi.HelpshiftSupport.HsFlowType, HelpshiftApi.HelpshiftSupport.HsFlowTypeFaqs);
faqsFlow.Add(HelpshiftApi.HelpshiftSupport.HsFlowTitle, "FAQs");

Dictionary<string, object> faqSectionFlow = new Dictionary<string, object>();
faqSectionFlow.Add(HelpshiftApi.HelpshiftSupport.HsFlowType, HelpshiftApi.HelpshiftSupport.HsFlowTypeFaqSection);
faqSectionFlow.Add(HelpshiftApi.HelpshiftSupport.HsFlowTitle, "FAQ section");
faqSectionFlow.Add(HelpshiftApi.HelpshiftSupport.HsFlowData, "1509");

Dictionary<string, object> faqFlow = new Dictionary<string, object>();
faqFlow.Add(HelpshiftApi.HelpshiftSupport.HsFlowType, HelpshiftApi.HelpshiftSupport.HsFlowTypeSingleFaq);
faqFlow.Add(HelpshiftApi.HelpshiftSupport.HsFlowTitle, "FAQ");
faqFlow.Add(HelpshiftApi.HelpshiftSupport.HsFlowData, "2998");

Dictionary<string, object> nestedForm = new Dictionary<string, object >();
nestedForm.Add(HelpshiftApi.HelpshiftSupport.HsFlowType, HelpshiftApi.HelpshiftSupport.HsFlowTypeNested);
nestedForm.Add(HelpshiftApi.HelpshiftSupport.HsFlowTitle, "Nested Form");
nestedForm.Add(HelpshiftApi.HelpshiftSupport.HsFlowData, new Dictionary<string, object>[] {conversationFlow, faqsFlow, faqSectionFlow, faqFlow});

Dictionary<string, object>[] flows = new Dictionary<string, object>[]  {conversationFlow, faqsFlow,
faqSectionFlow, faqFlow, nestedForm};

HelpshiftApi.HelpshiftSupport.ShowDynamicForm(uiVewController, "title", flows);

Enable Testing Mode

The Helpshift SDK provides an API to allow developers set the testing mode for the SDK. This API is called enableTestingMode. It signals that the SDK is running in testing mode, and allows the SDK to modify certain behaviors to enable better testing. These changes in behavior will be called out in the respective API/Feature documentation. There are certain restrictions that developers should consider prior to using this API:

• The API must be called even before the install call of the SDK.
• The API must be called in the debug build of the app only. Developers can ensure that it is not called in release build by wrapping the call to this API inside #if DEBUG.

Example :

#if DEBUG
        HelpshiftCore.EnableTestingMode();
#endif

Close Helpshift Session

This API can be used to close an active Helpshift session and return to the app. Any open Helpshift screen will be dismissed and control will return to the original UIViewController that launched the Helpshift screen. The completion handler will be called after the Helpshift session is closed. If the session is already closed, the completion handler will be called immediately. This API can be useful in situations where the app wants to open its own UI screen in response to a deep link but the Helpshift session is still open.

 void SessionCloseCompletionHandler()
 {
        // your code here
 }
 .
 .
 .
 HelpshiftSupport.CloseHelpshiftSupportSession(SessionCloseCompletionHandler);

Check out API Options for more configuration.