Release Notes

v4.9.1 Download SDK

April 18, 2017

Release Notes:

  • Added flag for showing Conversation info screen. View
  • Fixed some bugs that would cause the app to crash on startup.


March 28, 2017

Release Notes:

  • Added support for programmatically setting screen orientation for the SDK.
  • Users can now view the Issue ID for an ongoing Issue by navigating to the Issue Information screen by tapping the icon on the top right of the Conversation screen.
  • SDK now supports logging to console.
  • Added support for customizing FAQ list item height.
  • Messages that fail to deliver can now be tapped to retry.
  • Introduced an API to check if a Conversation is active.
  • Added a new delegate to notify when the Conversation has ended.
  • Made image attachment upload more network-efficient.
  • Enabled TLS 1.2 as the default protocol for transferring data over internet for Android API levels 16(4.1.x) to 19(4.4.x).
  • Screenshot messages in Conversations now have timestamps.
  • Set max line limit to 3 for FAQ and sections list items.
  • The default value for enableInboxPolling is now true.
  • Fixed a bug where Issue resolve requests could be bypassed because of failed messages.
  • Fixed a bug where 'Suggestions' title in Toolbar for FAQ search results for new Conversations was not shown.
  • Fixed a crash in the image attachment flow when "Don't keep activities" is enabled.
  • Fixed an edge-case bug where duplicate Issues could be filed by the user.
  • Fixed a bug where strings in the FAQ view were not being translated on Android N devices.
  • Fixed minor memory leaks.
  • Fixed a bug where sometimes the breadcrumbs and Issue logs were not sent to the server.
  • Fixed a bug where the cursor for a multi-line EditText was positioned incorrectly.
  • Fixed a bug with filing new Issues when Proguard is enabled.
  • Fixed a bug where Conversations with resolution questions delivered could be rejected multiple times.
  • Fixed a bug where the toolbar is hidden at times on the Conversation screen when the keyboard is visible.
  • Fixed a bug where the default value for enableDefaultLanguage was set to false instead of true.
  • Fixed an edge case that caused Agent messages to sometimes not load for users.
  • Fixed a bug where on some devices, "Was this question Helpful?" footer was shown after tapping on "Yes/No".
  • Improved handling of random database crashes.
  • Fixed an NPE in Campaigns for certain network failures.
  • Fixed a bug where multiple instances of Campaigns Inbox UI were being created.
  • Fixed a bug where push notifications for a Campaign were sometimes shown more than once.


January 18, 2017

Release Notes:

  • Fixed an ANR issue on clicking search icon when using android support library v25.1.0 and above.
  • Fixed a string localization issue in the FAQs screen which occurred on some 7" tablets.
  • Fixed a rare crash which occurred due to exceptionally large number of un-synced app sessions.


January 10, 2017

Release Notes:

  • Added support for setting expiry time to campaign messages.
  • Improved Syncing strategy for campaigns data.
  • Improved in-app FAQ search by making it faster and memory efficient.
  • Improved translations for SDK strings.
  • Improved Helpshift Log API to make it thread safe.
  • Improved SDK start-up time.
  • Reply box in chat screen now can be expanded up to four lines.
  • Fixed a bug where search keyword highlighting did not work on some devices.
  • Fixed a crash on Android N devices when opening attachments sent from agent dashboard.
  • Fixed a rare crash which occurred due to null arguments on launching the Helpshift screen.
  • Fixed a rare crash which occurred due to unexpected service wake-up on some devices.
  • Fixed a UI glitch in single question view on tablet devices where an unexpected vertical line was visible to user.

Known Issues

No. Known Issue SDK
Device OS Version Occurs When & Frequency Workaround
1 Clicking on search icon in FAQs screen causes an ANR when appcompat library version 25.1.0 is used. This happens due to unprecedented fragment lifecycle changes introduced in appcompat 25.1.0. Link here v4.7.0, v4.8.0 All

Frequency: Always

Use appcompat library version 25.0.1


September 30, 2016

Release Notes:

  • Add compatibility for Android Nougat.
  • Add ApiConfig and InstallConfig objects instead of Map for passing config.
  • Add support for push notifications with FCM (Firebase cloud messaging).
  • Add support for custom fonts in SDK.
  • Helpshift SDK now supports two more Chinese dialects: 'Chinese - Hong Kong' and 'Chinese - Singapore'.
  • Improve search algorithm where some results would not show up for important keywords.
  • Improve translations for the message string shown to user when issue is archived.
  • Fix a bug where carrier name was being collected in full privacy mode.
  • Fix a bug where sometimes clicking on notification would show "new conversation form" instead of the ongoing conversation.
  • Fix a crash in FAQ screen when an image is used as window background in Helpshift theme.
  • Fix intermittent database crash due to KeyValueStorage db locking.
  • Fix a crash in issue reporting with hideNameAndEmail and login api for the following cases :
    1. Use login api with valid name and empty email. / Use login api with empty name and valid email.
    2. Set hideNameAndEmail flag to true.
    3. Click on send button to file an issue, SDK crashes.
  • Fix a crash in SDK with support library 24 for the following case :
    1. Integrate Helpshift SDK with support library 24.
    2. Launch any Helpshift Support screen (Faqs screen, Conversation screen, etc.)
    3. Rotate the device, SDK crashes.

Known Issues

No. Known Issue SDK
Device OS Version Occurs When & Frequency Workaround
1 Clicking on search icon in FAQs screen causes an ANR when appcompat library version 25.1.0 is used. This happens due to unprecedented fragment lifecycle changes introduced in appcompat 25.1.0. Link here v4.7.0, v4.8.0 All

Frequency: Always

Use appcompat library version 25.0.1


August 18, 2016

Release Notes:

  • Support Issue Archival feature which will automatically archive issues which are in Resolved or Rejected state for more than 12 months.
  • Add strict validation for Helpshift Core's install(application, apiKey, domain, appId) API. This API will now throw Install Exception if there are validation issues in the key information.
  • Handle corrupt or unsupported file formats in In-App Campaigns.
  • Handle runtime revocation of storage permission for Campaigns.
  • Improve few string translations for French and Korean languages.
  • Support HTML entities in FAQs search.
  • Fix a bug where FAQ filtering did not work with embeddable fragments.
  • Fix a bug where image attachment orientation was getting changed on some devices.
  • Fix a memory leak in case of device orientation change.
  • Fix a stackoverflow crash caused by campaigns poller.
  • Fix a bug where custom deeplinks in agent's replies were not working on chat screen.
  • Fix a theme issue where "Send" button was not themed correctly.
  • Fix a bug where FAQs UI was not getting updated immediately with new data.


June 29, 2016

Release Notes:

  • Fix a crash caused by migration from 3.x to 4.5.0 when the application is using Helpshift's Login API.


May 18, 2016

Release Notes:

  • Send user-id and device-id with every new conversation to facilitate integration of the Support and Campaigns products.
  • Add support for notification when a conversation is resolved.
  • Remove SD card information from metadata due to data inaccuracy.
  • Add translations for Bengali, Bulgarian, Gujarati, Hindi, Kannada, Latvian, Malayalam, Marathi, Punjabi, Persian, Tamil and Telugu languages.
  • Improve localization strings according to customer feedback.
  • Fix a bug where Contact Us config is reset to default on activity restart due to high memory pressure.


March 17, 2016

Release Notes:

  • Add support for Inbox functionality and rich in-app campaign messages.
  • Add config option for supporting Guided Issue Filing when user clicks on Contact Us from inside the SDK screens.
  • Add support for sending messages read status from the SDK.
  • Reduce init times of the Helpshift SDK by adding async queuing mechanism.
  • Fix a bug where error snackbar was not properly visible attaching large images
  • Fix a bug where video was being played even after the user exits the faq screen
  • Fix a rare NPE while launching Helpshift screens
  • Fix a db related crash
  • Fix a UI bug on issue reporting screen


December 1st, 2015

Release Notes:

  • Add support for copy/pasting messages in conversation screen.
  • Improved User attachment UI in conversation view.
  • FIX Image attachment bug with orientation change.
  • Add conversation started toast message.
  • FIX Crash IndexOutOfBoundsException and NPE while performing search.
  • FIX Incorrect Toolbar title for CustomToolbar with Embeddable Fragments.
  • Add CSAT hint text for "Hated It" and "Loved It".
  • FIX IllegalStateException in Faq screen.
  • FIX NullPointerException in Faq init.


October 30, 2015

Release Notes:

  • FIX HSReview crash, due to missing AndroidManifest entry.


October 29, 2015

Release Notes:

  • Added Android Material Theming and refined Helpshift UX and interactions as per the Google Material Design guidelines.
  • Added support for embeddable helpshift fragments.
  • Added support for Guided issue filing.
  • New SDK option for improving ticket deflection. Added option for CONTACT_US_AFTER_MARKING_ANSWER_UNHELPFUL to show contact us only after end user marks a FAQ unhelpful.
  • Added support for Android Marshmallow permissioning
  • showConversationResolutionQuestion flag's default value now has been set to true.
  • Introduced new com.helpshift.Support API to replace the older com.helpshift.Helpshift API
  • FAQ Search algorithm improvements
    • Improved the FAQ search relevance threshold for fuzzy match to make it strict.
    • Sometimes search term was not highlighted if it was with a prepending or appending punctuation mark
    • FAQs were listed twice in search results


September 25, 2015

Release Notes:

  • Add API configuration flag to enable or disable default fallback language.


September 10, 2015

Release Notes:

  • Added configurability to the conversation resolution flow by adding flag showConversationResolutionQuestion. See note below for details
  • Add API configuration option for filtering FAQ by categories.
  • Add translations for Ukrainian, Slovak, Hebrew, Malay, Danish, Greek, Romanian, Finnish, Swedish, Norwegian, Catalan and Croatian.
  • Update the default text for New Conversation from 'What's on your mind' to 'How can we help?'.
  • Developers can now choose to skip the issue resolution questions (Y/N) by setting the key showConversationResolutionQuestion as No. This will lead the user to the CSAT screen after the issue is resolved by the agent. More details here.
  • Available in Portrait & Landscape
  • Default value for showConversationResolutionQuestion is set to No. If you wish to show the Y/N question after the issue is resolved, please set the showConversationResolutionQuestion to Yes


August 19, 2015

Release Notes:

  • Improved ticket deflection.
  • Reduce empty gibberish tickets.
  • Added translations for Arabic and Polish.
  • [Bug fix] On slow network connections, if user gets connection as null then we have prevented app from crashing by handling it and throwing proper failure message.
  • [Bug fix] Prevent app from crashing when intent is getting null in onCreate() of activity.


June 25, 2015

Release Notes:

  • FIX Edge case bug where screenshot could not be rendered after an automation reply.
  • FIX Attach Screenshot crash on OnePlus One device.


May 21, 2015

Release Notes:

  • Add API to set the SDK locale.
  • FIX custom notification sound doesn't work if custom icon is not set.
  • Add capability to toggle agent name visibility from admin dashboard.
  • Add capability to highlight matching term in FAQ search.
  • Add support for tags based searching in FAQ search.
  • Implement fuzzy string matching for FAQ search.
  • Add delegate for informing the developer of the unread messages count whenever Helpshift receives a new notification.
  • Bug fixes.
  • UI fixes.


March 16, 2015

Release Notes:

  • Add ability to handle and open agent side attachments.
  • Add ability to allow multiple users of the app to have isolated Helpshift conversations.
  • Fix truncation of URLs in conversation view.
  • Add delegates to track conversation related updates.
  • Add ability to support follow-up for closed conversations.
  • Add API config option for showing Helpshift screens in dialog mode for tablets.
  • Bug fixes.
  • UI fixes.


February 24, 2015

  • Add support for sound, vibration and light in notification.
  • FIX Do not allow movie files to be attached in conversations.
  • FIX Add compatibility for Honeycomb ActionBar.
  • Add string translations for Traditional Chinese, Slovenian, Hungarian, Czech, Indonesian, Vietnamese, Thai languages.
  • FIX Use HttpUrlConnection to fix conflict with OkHTTP library.


Decemeber 04, 2014

  • Bug fixes for the Session delegates code
  • Bug fixes
  • UI fixes


November 25, 2014

Release notes:

  • Update the theming capabilities for the SDK.
  • Add accessibility labels for all the SDK actions.
  • Add Helpshift delegate for tracking begin and end sessions.
  • Remove BuildConfig.class from Helpshift.jar to avoid conflict.
  • Bug fixes
  • UI fixes


October 7, 2014

Release notes:

  • Added an API option "showSearchOnNewConversation" which when enabled will enhance ticket avoidance by suggesting relevant FAQs to the users before they start a new conversation.
  • Added an API option "enableFullPrivacy" which when enabled will restrict the user from attaching a screenshot and from sending personally identifiable information in meta-data.
  • UI fixes.
  • Bug fixes.


September 02, 2014

Release notes:

  • Added support for Customer satisfaction survey, which prompts your app users to rate their customer support experience with your agents.
  • Agent names will now be visible in an ongoing conversation.
  • Added a API option, "conversationPrefillText", for prefilling new conversation description.
  • Added a API option, "hideNameAndEmail", for conditionally hiding name and email fields when starting a new conversation.
  • UX improvements for attaching screenshot.
  • Removed FAQ sync status.
  • Added support for deep-links in FAQs.
  • Bug fixes.
  • UI fixes.


July 10, 2014

Release notes:

  • Remove external dependency for apache commons codec.
  • Persist and use the most recent version of custom meta-data.
  • Persist the requireEmail flag value across all API calls.
  • Android L Preview compatible.


June 19, 2014

Release notes:

  • Add requireEmail flag for API config.


June 09, 2014

Release notes:

  • Optimized FAQ updates. Changes to FAQs in the admin are now updated and shown as soon as the SDK is opened.
  • Users can now directly attach screenshots while submitting new conversation or during an ongoing conversation.
  • New options for "enableContactUs" flag for ticket avoidance: ALWAYS, AFTER_VIEWING_FAQS and NEVER
  • "setNameAndEmail" API can now clear name and email if null is passed for both.
  • Automatic app rating reminder is now available alongside the manual app rating API.
  • Bug fixes
  • UI fixes


May 22, 2014

Release notes:

  • Refactor internationalized search code.


May 07, 2014

Release notes:

  • Added new app rating API (showAlertToRateApp).
  • Automatic review request is now removed in this release.
  • New conversation text and conversation reply text buffer is now saved as draft.
  • Improved conversation resolution (YES/NO) interaction.


April 03, 2014

Release notes:

  • Fix crash when attaching screenshot images from cloud storage


March 24, 2014

Release notes:

  • Reduced SDK size to 0.5 MB
  • Remove dependency on AppCompat library. Replace with indigenous action-bar support for older devices.
  • Add translated strings for Dutch
  • Change Question voting UI
  • Additions to configurable strings used in the SDK
  • Bug fixes


February 24, 2014

Release notes:

  • Fix review reminder popup mechanism
  • Fix do not show empty FAQ sections in FAQs pager
  • Bug fixes


February 10,2014

Release notes:

  • Add support for custom metadata in API config
  • Reduce jar size by removing unused classes via proguard
  • Add translated strings for Russian, Turkish, Korean and Japanese
  • Use SQLite for storing FAQ data


January 22,2014

Release notes:

  • Fix gotoConversationAfterContactUs flag typo
  • Deprecate HSIssueTagsKey and replace with HSTagsKey


January 09,2014

Release notes:

  • Multiple issues and inbox is no longer supported
  • The conversation interface has been unified into a single channel
  • New API calls for support tools and install method
  • Added Conversation Forwarding featur
  • New Rate/Review & Feedback feature
  • Strings for localizations updated
  • Fix UI for HSQuestion view