Tracking iOS

Track events and user actions when the user starts a new conversation. Attach custom metadata to every conversation started via the SDK.

Name and email

You can set the name and email for the user, using setNameAndEmail. For example:

helpshift.setNameAndEmail("John Doe", "john.doe@johndoe.com");

The SDK prefills the previously used name and email in the new conversation screen. If you want to clear these fields, please use the setNameAndEmail API with both params set to null. For example:

helpshift.setNameAndEmail(null, null);

The name and email shows up in the issue's sidebar in the agent dashboard -

Note

This API is now deprecated with Unity SDK v4.0.

It is expected that developers will pass the Name, Email or User Identifier using the login API going forward.

Also, please note that this API will not work with the Conversational Experience. However, there will no impact on older SDK versions. They will keep on working as usual.

User Identifier

If you have an identification for your users, you can specify that as well using login. For example:

helpshift.login("unique-user-id-746501", "John Doe", "john.doe@app.co");

This shows up in the issue's sidebar in the agent dashboard -

Important

User identifier should always be unique for each user.

In issue sidebar in the agent dashboard, other issues by the same user are also matched using user identifier. So make sure it is unique for each user.

Note

This API is now deprecated with SDK v4.0.

It is expected that developers will pass the Name, Email or User Identifier using the login API going forward. Also, please note that there will no impact on older SDK versions and that they will keep on working as usual.

Multi Login

Note

Details on User management are available here.

App usage

Breadcrumbs will help you track events or user actions and when user starts a new conversation, these breadcrumbs can be seen along with the conversation in the admin site. To leave breadcrumbs can use leaveBreadCrumb. For example:

helpshift.leaveBreadCrumb("Went to Preferences Screen");

Breadcrumbs will be collected within the set breadcrumb limit. This is set in the SDK Configurations section for app settings in the agent dashboard. Breadcrumbs are collected in a FIFO queue. If you want to clear the breadcrumbs queue, please use the clearBreadCrumbs API call. For example:

helpshift.clearBreadCrumbs();

Attaching metadata to reported issues

You can attach additional metadata to every new conversation started by the app user. This metadata can range from user-name, email etc to game scores, current game levels and any other data relevant to creating a suitable context to each new conversation.

In all the API calls that accept a config dictionary, you can add a metadata dictionary in the config dictionary parameter using the HSCUSTOMMETADATAKEY key. This metadata will be sent along with the next reported issue. When the user exits out of the Help section this metadata will be dropped in favor of the metadata sent in the next Helpshift API call.

Attaching tags with metadata

Note

On tag names & compatibility

• Applicable to SDK v 2.8.0 & above.
• Tags must be lowercase.
• Please do ensure that the tags you send via meta data, are exact matches of tags that exist in the admin site.

Example :

You can attach tags with metadata to every reported issue via a reserved constant key HSTAGSKEY. This is used with the config dictionary as follows:

        Helpshift help = new Helpshift();
        Dictionary<string, object> configD = new Dictionary<string, object>();
        configD.Add("gotoConversationAfterContactUs", "yes");
        configD.Add("enableContactUs", "yes");
        Dictionary<string, object> configMap = new Dictionary<string, object>();
        configMap.Add("Level", "91");
        configMap.Add("Spend", "48.55 USD");
        configMap.Add("Device Timestamp", DateTime.UtcNow.ToLongTimeString());
        configMap.Add(HelpshiftSdk.HSTAGSKEY, new string[] {"Whale"});
        configD.Add(HelpshiftSdk.HSCUSTOMMETADATAKEY, configMap);
        help.showFAQs(configD);

Note

While metadata can be set anytime, it will only be sent to the Admin Dashboard when an end user starts a new conversation.

As soon as an end user opens the conversation screen, that end user will see a greeting message, and the conversation is considered active.

Any modified metadata (updated during an active conversation) will only be sent within the next conversation that the end user starts.

Check if an active Conversation exists.

Note

Applicable to Helpshift Unity plugin v2.8.0 & above.

This API determines if there is currently an ongoing Conversation in the SDK. You can use "CheckIfConversationActive()" and implement the Helpshift delegate method didCheckIfConversationActive:(string isActive) as shown below to get a string with value either true or false. This string value indicates whether there is an active Conversation open for the user. As soon as an end user opens the conversation screen, they will see a greeting message, and the conversation is considered active.

API:
using Helpshift;
.
.
.
private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
help.checkIfConversationActive();

Delegate:
public void didCheckIfConversationActive(string isActive) {
    if (isActive.Equals("true")) {
        //Active Conversation
    } else {
        //No open Conversation
    }
}

Attaching Custom Issue Fields to conversations

Note

On Custom Issue Fields keys & compatibility

• Applicable to plugin v2.9.0 & above.
• Custom Issue Fields must be created in the Helpshift Dashboard (Settings → Custom Issue Fields), otherwise they will be ignored. Read more here

You can attach Custom Issue Fields to every new conversation started by the user. A Custom Issue Field should have a key, a datatype, and a value. The Helpshift SDK allows the addition of Custom Issue Fields by using the customIssueFields method in the ApiConfig object. These Custom Issue Fields would be sent whenever a new issue is created.

As soon as an end user opens the conversation screen, they will see a greeting message, and the conversation is considered active.

Any modified Custom Issue Fields (updated during an active conversation) will only be sent within the next conversation that the end user starts.

Possible datatypes to be passed into the config are:

Type	value	Comments
"sl"	string	Single line string with character limit of 255
"ml"	string	Multi line string with character limit of 100,000
"n"	string	String representation of number. For eg. "12345"
"dd"	string	Drop-down options should exist for the given Custom Issue Field on dashboard. Value should be one of the values specified on the dashbaord for that dropdown.
"dt"	string	String representation of epoch time in milliseconds. For eg. "1505927361535"
"b"	string	String representation of boolean. For eg. "true" or "false". This corresponds to the checkbox type custom issue field on dashboard.

Example:-

Helpshift help = new Helpshift();
Dictionary<string, object> configD = new Dictionary<string, object>();

Dictionary<string, string[]> customIssueFields = new Dictionary<string, string[]> ();
customIssueFields.Add ("join_date", new string[]{ "dt", "1505927361535" });
customIssueFields.Add ("level", new String[]{"n", "42"});
customIssueFields.Add ("name", new String[]{"sl", "John Doe"});
customIssueFields.Add ("address", new String[]{"ml", "3346, Sunny Glen Lane, Warrensville Heights, Ohio - 44128"});
customIssueFields.Add ("is_pro", new String[]{"b", "true"});
customIssueFields.Add ("currency", new String[]{"dd", "Dollar"});

configD.Add (Helpshift.HSCUSTOMISSUEFIELDKEY, customIssueFields);
help.showFAQs(configD);

Debug logs

If you want to add debug logs at specific places within your application which will help you debug issues filed by the user, you can instantiate and use the HelpshiftLog class and its methods which will provide varying degress of logging. For example, if you want to attach debug level logs please add the following code

HelpshiftLog.d(<debug-tag>, <debug-message>);