SDK Configuration

Helpshift provides several config options which can be used to customize behaviour of the SDK.

Applicable to SDK version 3.0.0 and above

Install Options

notificationIcon

By default the application icon is used as the notification icon. You can customize the notification icon using the config in the install call.

InstallConfig installConfig = new InstallConfig.Builder()
                               .setNotificationIcon(R.drawable.notification_icon)
                               .build();
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "<YOUR_API_KEY>",
             "<YOUR_COMPANY>.helpshift.com",
             "<YOUR_APP_ID>",
             installConfig);

HashMap config = new HashMap();
config.put("notificationIcon", R.drawable.notification_icon);
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "<YOUR_API_KEY>",
             "<YOUR_COMPANY>.helpshift.com",
             "<YOUR_APP_ID>",
              config);

largeNotificationIcon

By default the application icon is used as the notification icon. If you want to specify the large notification icon also to show up in the notification tray, you can specify that using the config in the install call.

InstallConfig installConfig = new InstallConfig.Builder()
                               .setLargeNotificationIcon(R.drawable.notification_icon_large)
                               .build();
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "<YOUR_API_KEY>",
             "<YOUR_COMPANY>.helpshift.com",
             "<YOUR_APP_ID>",
             installConfig);

HashMap config = new HashMap();
config.put("largeNotificationIcon", R.drawable.notification_icon_large);
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "<YOUR_API_KEY>",
             "<YOUR_COMPANY>.helpshift.com",
             "<YOUR_APP_ID>",
              config);

enableInAppNotification

If you do not want the in-app notification support provided by the Helpshift SDK, you can set the flag to false. The default value of this flag is true i.e., in app notification will be enabled.

  • Flag: enableInAppNotification
  • Values: true/false
  • Default: true

Example:

InstallConfig installConfig = new InstallConfig.Builder()
                               .setEnableInAppNotification(true)
                               .build();
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "<YOUR_API_KEY>",
             "<YOUR_COMPANY>.helpshift.com",
             "<YOUR_APP_ID>",
             installConfig);

HashMap config = new HashMap();
config.put("enableInAppNotification", true);
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "<YOUR_API_KEY>",
             "<YOUR_COMPANY>.helpshift.com",
             "<YOUR_APP_ID>",
             config);

notificationSound

Available from SDK version 3.7.2 and above

By default the default device notification sound is used for helpshift notifications. You can customize the notification sound using the config in the install call.

For example:

InstallConfig installConfig = new InstallConfig.Builder()
                               .setNotificationSound(R.raw.notification_sound)
                               .build();
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "<YOUR_API_KEY>",
             "<YOUR_COMPANY>.helpshift.com",
             "<YOUR_APP_ID>",
             installConfig);

HashMap config = new HashMap();
config.put("notificationSound", R.raw.notification_sound);
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "YOUR_API_KEY",
             "<YOUR_HELPSHIFT_DOMAIN>.helpshift.com",
             "YOUR_APP_ID",
             config);

Notification channels

Available from SDK version 6.2.0 and above

Starting from Android Oreo, Helpshift notifications will create a default channel named In-app Support. If you want to customize the name and description for the default channel, you can do so by using the following resources in your strings.xml file:

<string name="hs__default_notification_channel_name">Example Support Name</string>
<string name="hs__default_notification_channel_desc">Example Support Description</string>

If you want to customize the notification channels, you can create your own custom channels and provide their channel IDs using the following config APIs:

  • supportNotificationChannelId
  • campaignsNotificationChannelId

For example:

InstallConfig installConfig = new InstallConfig.Builder()
                               .setSupportNotificationChannelId("SUPPORT_CHANNEL_ID")
                               .setCampaignsNotificationChannelId("CAMPAIGNS_CHANNEL_ID")
                               .build();
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "<YOUR_API_KEY>",
             "<YOUR_COMPANY>.helpshift.com",
             "<YOUR_APP_ID>",
             installConfig);

HashMap config = new HashMap();
config.put("supportNotificationChannelId", "SUPPORT_CHANNEL_ID");
config.put("campaignsNotificationChannelId", "CAMPAIGNS_CHANNEL_ID");
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "YOUR_API_KEY",
             "<YOUR_HELPSHIFT_DOMAIN>.helpshift.com",
             "YOUR_APP_ID",
             config);

enableDefaultFallbackLanguage

Available from SDK version 3.12.0 and above

Flag
enableDefaultFallbackLanguage
values
true/false
default
true

You can enable or disable the SDK default fallback language when showing FAQs using this flag. When set to false, the Helpshift SDK will not fallback to the default language that is English, when showing FAQs.

For Example:

InstallConfig installConfig = new InstallConfig.Builder()
                                .setEnableDefaultFallbackLanguage(true)
                                .build();
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "<YOUR_API_KEY>",
             "<YOUR_COMPANY>.helpshift.com",
             "<YOUR_APP_ID>",
             installConfig);

HashMap config = new HashMap();
config.put("enableDefaultFallbackLanguage", true);
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "YOUR_API_KEY",
             "<YOUR_HELPSHIFT_DOMAIN>.helpshift.com",
             "YOUR_APP_ID",
             config);

Using Custom Fonts

Available from SDK version 4.7.0 and above

Add the font to your assets folder. You can do this from the file manager or by dragging the font file to the folder in Android Studio.

custom-fonts.png

Pass the font location relative to the assets folder as follows during installation. If the font file DancingScript-Regular.ttf lies in the fonts folder inside the assets folder, then your path is fonts/DancingScript-Regular.ttf.

For Example:

// Code 1
InstallConfig config = new InstallConfig.Builder()
                    .setFont("fonts/DancingScript-Regular.ttf");
                    .build();
Core.init(Support.getInstance());
Core.install(this, // "this" should be the application object
             "<YOUR_API_KEY>",
             "<YOUR_COMPANY>.helpshift.com",
             "<YOUR_APP_ID>",
             config);

HashMap config = new HashMap();
config.put("font", "fonts/DancingScript-Regular.ttf");
Core.init(Support.getInstance());
Core.install(this, // "this" should be the application object
             "YOUR_API_KEY",
             "<YOUR_HELPSHIFT_DOMAIN>.helpshift.com",
             "YOUR_APP_ID",
             config);

Test the font in simulator. Errors in font names are ignored by the SDK —

font-in-use.png

screenOrientation

The screen orientation of Helpshift SDK screens can be fixed by setting the screenOrientation to constants available in the ActivityInfo class. For example, you may want to fix the orientation to ActivityInfo.SCREEN_ORIENTATION_PORTRAIT for mobile users and ActivityInfo.SCREEN_ORIENTATION_LANDSCAPE for tablet users.

Flag
screenOrientation
values
integer values for orientation from ActivityInfo class
default
ActivityInfo.SCREEN_ORIENTATION_UNSPECIFIED

For Example:

InstallConfig installConfig = new InstallConfig.Builder()
                                .setScreenOrientation(ActivityInfo.SCREEN_ORIENTATION_SENSOR_LANDSCAPE)
                                .build();
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "<YOUR_API_KEY>",
             "<YOUR_COMPANY>.helpshift.com",
             "<YOUR_APP_ID>",
             installConfig);

HashMap config = new HashMap();
config.put("screenOrientation", ActivityInfo.SCREEN_ORIENTATION_SENSOR_LANDSCAPE);
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "YOUR_API_KEY",
             "<YOUR_HELPSHIFT_DOMAIN>.helpshift.com",
             "YOUR_APP_ID",
             config);

enableLogging

Upon setting enableLogging to true, Helpshift SDK logs will be generated in the Android logcat. These will be useful for debugging the SDK during integration. Turning on this logging could help the developer resolve common integration issues.

Flag
enableLogging
values
true/false
default
false

For Example:

InstallConfig installConfig = new InstallConfig.Builder()
                                .setEnableLogging(true)
                                .build();
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "<YOUR_API_KEY>",
             "<YOUR_COMPANY>.helpshift.com",
             "<YOUR_APP_ID>",
             installConfig);

HashMap config = new HashMap();
config.put("enableLogging", true);
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "YOUR_API_KEY",
             "<YOUR_HELPSHIFT_DOMAIN>.helpshift.com",
             "YOUR_APP_ID",
             config);

enableInboxPolling

Controls whether the application should poll for Campaign messages in addition to relying on push notifications. If your application does not use this option, the SDK will use both push notifications and polling to receive Campaign messages. If you want to use only push notifications for Campaigns, set this option to false.

Flag
enableInboxPolling
values
true/false
default
Before version 4.9.0 : false After version 4.9.0 : true

For Example:

InstallConfig installConfig = new InstallConfig.Builder()
                                .setEnableInboxPolling(true)
                                .build();
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "<YOUR_API_KEY>",
             "<YOUR_COMPANY>.helpshift.com",
             "<YOUR_APP_ID>",
             installConfig);

HashMap config = new HashMap();
config.put("enableInboxPolling", true);
Core.init(All.getInstance());
Core.install(this, // "this" should be the application object
             "YOUR_API_KEY",
             "<YOUR_HELPSHIFT_DOMAIN>.helpshift.com",
             "YOUR_APP_ID",
             config);

API Options

enableContactUs

Integer values

enableContactUs flag takes Integer values from SDK version 4.0.0 and above.

Default
Support.EnableContactUs.ALWAYS

Enumerated values

enableContactUs flag take enumerated values from SDK version 3.4.0 to 3.12.0.

For 3.0.0 - 3.3.x use boolean values (true/false).

Flag
enableContactUs
Values
a Integer value
Default
Support.EnableContactUs.ALWAYS

Values for enableContactUs flag:

Support.EnableContactUs.ALWAYS
show in the navigation bar, search, and after marking an FAQ unhelpful.
Support.EnableContactUs.AFTER_VIEWING_FAQS
show only while searching, on FAQ screen and after marking an FAQ unhelpful.
Support.EnableContactUs.NEVER
do not show "Contact Us" button anywhere in the SDK.
Support.EnableContactUs.AFTER_MARKING_ANSWER_UNHELPFUL
The existing AFTER_VIEWING_FAQS option allows the user to start a conversation by going to an individual FAQ. There is no check in place to check if he actually was not able to find a solution to his problem in the FAQs. If your application requires another level of ticket deflection, we have added a new option to the enableContactUs flag from sdk version 4.1.0 onwards. When set to this value, the Helpshift SDK will make sure that the user will actually have to mark an FAQ as unhelpful for the Contact Us button to appear. This will also remove the Contact Us button from the search results screen.

The enableContactUs flag will determine whether the Contact Us button is shown. The default value is ALWAYS, with the normal showFAQs call. So if you want to override that you can pass the arguments in a dictionary. This flag has no effect for the showConversation API call.

Example:

ApiConfig apiConfig = new ApiConfig.Builder()
                       .setEnableContactUs(Support.EnableContactUs.ALWAYS)
                       .build();
Support.showFAQs(MyActivity.this, apiConfig);

HashMap config = new HashMap ();
config.put("enableContactUs", Support.EnableContactUs.ALWAYS);
Support.showFAQs(MyActivity.this, config);

gotoConversationAfterContactUs

Flag
gotoConversationAfterContactUs
Values
true/false
Default
false

The gotoConversationAfterContactUs flag will determine whether the user lands up in the conversation screen after starting a new conversation via "Contact Us". This only makes sense if the enableContactUs flag takes on the default value.

Example:

ApiConfig apiConfig = new ApiConfig.Builder()
                       .setGotoConversationAfterContactUs(true)
                       .build();
Support.showFAQs(MyActivity.this, apiConfig);

HashMap config = new HashMap ();
config.put("gotoConversationAfterContactUs", true);
Support.showConversation(MyActivity.this, config);

For showFAQs, showFAQSection and showSingleFAQ, setting gotoConversationAfterContactUs makes sense only if enableContactUs is not Support.EnableContactUs.NEVER.

requireEmail

Applicable to SDK version 3.4.1 and above

Flag
requireEmail
Values
true/false
Default
false

If requireEmail flag is set to true, an e-mail address is required while starting a new conversation. Default value is false i.e. e-mail is optional.

Example:

ApiConfig apiConfig = new ApiConfig.Builder()
                       .setRequireEmail(true)
                       .build();
Support.showFAQs(MyActivity.this, apiConfig);

HashMap config = new HashMap ();
config.put("requireEmail", true);
Support.showConversation(MyActivity.this, config);

Once requireEmail flag is set, the SDK will use that value for all new conversations until it is changed again.

hideNameAndEmail

Applicable to SDK version 3.5.0 and above

Flag
hideNameAndEmail
Values
true/false
Default
false

The hideNameAndEmail flag will hide the name and email fields when the user starts a new conversation.

When the flag is set to true the name and email fields will be hidden. If set to false the default behaviour will resume.

For example:

ApiConfig apiConfig = new ApiConfig.Builder()
                       .setHideNameAndEmail(true)
                       .build();
Support.showConversation(MyActivity.this, apiConfig);

HashMap config = new HashMap ();
config.put("hideNameAndEmail", true);
Support.showConversation(MyActivity.this, config);

If the requireEmail flag is set to true and email is not available to the SDK, then hideNameAndEmail flag will be ignored.

Interaction with Helpshift settings on agent dashboard

If "New Issue Forwarding" or "Closed Issues Transcript Archiving" is ON then this flag will be ignored when name and email are not available to the SDK. You can use the setNameAndEmail API, to supply the SDK with name and email in this case.

If "Allow anonymous issues" is ON, under app settings in the agent dashboard, then this flag will be ignored.

Once hideNameAndEmail flag is set, the SDK will use that value for all new conversations until it is changed again.

enableTypingIndicator

Applicable to SDK version 6.0.0 and above

Flag
enableTypingIndicator
Values
true/false
Default
false

A graphical indicator is shown to the end user if an Agent is currently replying to the same conversation. The "enableTypingIndicator" flag will enable/disable the aforementioned indicator.

For example:

ApiConfig apiConfig = new ApiConfig.Builder()
                         .setEnableTypingIndicator(true)
                         .build();
Support.showConversation(MyActivity.this, apiConfig);

HashMap config = new HashMap ();
config.put("enableTypingIndicator", true);
Support.showConversation(MyActivity.this, config);

The typing indicator will be shown for all the new issues filed using SDK v6.0+

conversationPrefillText

Applicable to SDK version 3.5.0 and above

Flag
conversationPrefillText
Values
Non-empty String

The conversationPrefillText API option will prefill a new conversation description, with the supplied string. This is useful where you might want your users to send you diagnostic information in the conversation description, for example if the app hits an exception, etc.

Example:

String preFillString = getExceptionData();
ApiConfig apiConfig = new ApiConfig.Builder()
                       .setConversationPrefillText(preFillString)
                       .build();
Support.showConversation(MyActivity.this, apiConfig);

String preFillString = getExceptionData();
HashMap config = new HashMap ();
config.put("conversationPrefillText", preFillString);
Support.showConversation(MyActivity.this, config);

The conversationPrefillText option takes effect only for the showConversation API.

enableFullPrivacy

Applicable to SDK version 3.6.0 and above

Flag
enableFullPrivacy
Values
true/false
Default
false

In scenarios where the user attaches objectionable content in the screenshots, it becomes a huge COPPA concern. The enableFullPrivacy option will help solve this problem.

If enableFullPrivacy option is set to true, HS SDK does the following:

  1. Disables user-initiated screenshots - players cannot send images without being requested by an Agent
  2. Does not collect any of the following personal information:
    • Map with "private-data" key inside custom meta-data.
    • Country code.
    • Carrier name.

To send personally identifiable information through custom meta-data, the information must be added inside a dictionary with a "private-data" key. If this option is set to true, this data will be removed when the user starts a new conversation.

Example:

ApiConfig apiConfig = new ApiConfig.Builder()
                       .setEnableFullPrivacy(true)
                       .build();
Support.showFAQs(MyActivity.this, apiConfig);

HashMap config = new HashMap ();
config.put("enableFullPrivacy", true);
Support.showFAQs(MyActivity.this, config);

Best Practices

In your registration process, ask your user for his/her age. If the user's age is 13 or younger, set enableFullPrivacy to true. This way, you comply with COPPA for your children users, but collect valuable user and device data for your other users.

  1. Once enableFullPrivacy flag is set, the SDK will use that value for all further sessions until it is changed again.
  2. For SDK versions 6.0.0 and below, if the enableFullPrivacy flag is set, the email collection requirement is always set to optional. If requiredEmail is true, enableFullPrivacy will override this configuration and set the email requirement as optional. For hiding name and email for all users, developers enable a Dashboard configuration named "Allow anonymous issues".
  3. For SDK versions 6.1.0 and above, if the enableFullPrivacy flag is set, email and name will not be collected and the fields will be hidden. enableFullPrivacy will override all other flags pertaining to name and email fields. This will allow developers to hide name and email for a specific set of users exposed to the enableFullPrivacy flag.

showSearchOnNewConversation

Applicable to SDK version 3.6.0 and above

Flag
showSearchOnNewConversation
Values
true/false
Default
false

If showSearchOnNewConversation flag is set to true, the user will be taken to a view which shows the search results relevant to the conversation text that he has entered upon clicking the 'Send' button. This is to avoid tickets which are already answered in the FAQs. The user will still be able to start a new conversation with the same text. He can also go through one of the FAQs and find a solution to his query, and exit the session without submitting a ticket.

From version 3.10.0 the showSearchOnNewConversation flag now supports the showFAQs and showFAQSection APIs.

This flag will be ignored in the following two scenarios:

  • If a user starts an FAQ search and clicks on Contact Us button at bottom of search results--default text is "Can't find what you were looking for? Contact Us", the search won't run after they tap that Contact Us button (NewConversation API) because they had just come from an FAQ search.
  • If a user is already in an FAQ article and hits Contact Us in top Right which sends user into a NewConversation."

Default value is false, ie., this feature will not be enabled unless you explicitly pass true for this flag.

Example :

ApiConfig apiConfig = new ApiConfig.Builder()
                       .setShowSearchOnNewConversation(true)
                       .build();
Support.showFAQs(MyActivity.this, apiConfig);

HashMap config = new HashMap ();
config.put("showSearchOnNewConversation", true);
Support.showFAQs(MyActivity.this, config);

ApiConfig apiConfig = new ApiConfig.Builder()
                       .setShowSearchOnNewConversation(true)
                       .build();
Support.showConversation(MyActivity.this, apiConfig);

HashMap config = new HashMap ();
config.put("showSearchOnNewConversation", true);
Support.showConversation(MyActivity.this, config);

showConversationResolutionQuestion

Applicable to version 3.11.0 and above.

Flag
showConversationResolutionQuestion
Values
true/false
Default
true

By default the Helpshift Android SDK will show the conversation resolution question to the user, to confirm if the conversation was resolved. On resolving the conversation from the admin dashboard will now take the user directly to the "Start a new conversation" state. If you want to disable the conversation resolution question, set showConversationResolutionQuestion to false.

Default value is true, ie., this feature will not be disabled unless you explicitly pass false for this flag.

Example :

ApiConfig apiConfig = new ApiConfig.Builder()
                       .setShowConversationResolutionQuestion(true)
                       .build();
Support.showConversation(MyActivity.this, apiConfig);

HashMap config = new HashMap();
config.put("showConversationResolutionQuestion", false);
Support.showConversation(MyActivity.this, config);

customContactUsFlows

Applicable to version 4.4.0 and above.

Option
customContactUsFlows
Value
List of Flows. Flows can be created by using the Guided Issue Filing APIs
Default
There is no default value for this configuration.

This configuration allows you to override the Contact Us buttons inside the Helpshift SDK and show Guided Issue Filing when a user taps on the Contact Us buttons.

Example :

Let's say you want the users to see a particular FAQ section, a single FAQ and 2 different Contact Us flows with different prefill texts when they tap the Contact Us buttons within the Helpshift SDK. In this case, you would configure the showHelp button (a button which triggers Helpshift SDK) in the following way :

public void showHelp() {
  Flow faqSectionFlow = new FAQSectionFlow("FAQ Section", "1", faqSectionFlowConfig);
  Flow singleFAQFlow = new SingleFAQFlow("Single FAQ", "2", singleFAQFlowConfig);
  Flow showConversationFlow1 = new ConversationFlow("Contact Us about our app", showConversationFlow1Config);
  Flow showConversationFlow2 = new ConversationFlow("Contact Us about in-app purchases", showConversationFlow2Config);

  List<Flow> customContactUsFlows = new ArrayList<>();
  customContactUsFlows.add(faqSectionFlow);
  customContactUsFlows.add(singleFAQFlow);
  customContactUsFlows.add(showConversationFlow1);
  customContactUsFlows.add(showConversationFlow2);

  ApiConfig apiConfig = new ApiConfig.Builder()
                         .setCustomContactUsFlows(customContactUsFlows)
                         .build();
  Support.showFAQs(yourActivity, apiConfig);
}

public void showHelp() {
  Flow faqSectionFlow = new FAQSectionFlow("FAQ Section", "1", faqSectionFlowConfig);
  Flow singleFAQFlow = new SingleFAQFlow("Single FAQ", "2", singleFAQFlowConfig);
  Flow showConversationFlow1 = new ConversationFlow("Contact Us about our app", showConversationFlow1Config);
  Flow showConversationFlow2 = new ConversationFlow("Contact Us about in-app purchases", showConversationFlow2Config);

  List<Flow> customContactUsFlows = new ArrayList<>();
  customContactUsFlows.add(faqSectionFlow);
  customContactUsFlows.add(singleFAQFlow);
  customContactUsFlows.add(showConversationFlow1);
  customContactUsFlows.add(showConversationFlow2);

  Map showFAQsConfig = new HashMap();
  showFAQsConfig.put("customContactUsFlows", customContactUsFlows);
  Support.showFAQs(yourActivity, showFAQsConfig);
}

Anytime the Helpshift SDK is presented via showHelp with this configuration, the Contact Us buttons in the SDK will redirect to Guided Issue Filing with the flows provided in the customContactUsOptions list.

Once a particular flow is selected, the subsequent Contact Us buttons will not redirect to Guided Issue Filing again. They will function as normal Contact Us buttons. This is to avoid an infinite loop of Guided Issue Filing screens.

Custom flows can be nested by passing another custom flows configuration while creating a flow.

Example :

Let's say you want to configure singleFAQFlow in the above example to show showConversationFlow1 and showConversationFlow2 through the Contact Us buttons inside it. In this case, you would configure the showHelp button (a button which triggers Helpshift SDK) in the following way :

public void showHelp() {
  Flow faqSectionFlow = new FAQSectionFlow("FAQ Section", "1", faqSectionFlowConfig);

  Flow showConversationFlow1 = new ConversationFlow("Contact Us about our app", showConversationFlow1Config);
  Flow showConversationFlow2 = new ConversationFlow("Contact Us about in-app purchases", showConversationFlow2Config);
  List<Flow> nestedCustomContactUsFlows = new ArrayList<>();
  nestedCustomContactUsFlows.add(showConversationFlow1);
  nestedCustomContactUsFlows.add(showConversationFlow2);
  ApiConfig singleFAQFlowConfig = new ApiConfig.Builder()
                                   .setCustomContactUsFlows(nestedCustomContactUsFlows)
                                   .build();

  Flow singleFAQFlow = new SingleFAQFlow("Single FAQ", "2", singleFAQFlowConfig);

  List<Flow> customContactUsFlows = new ArrayList<>();
  customContactUsFlows.add(faqSectionFlow);
  customContactUsFlows.add(singleFAQFlow);

  ApiConfig showFAQsConfig = new ApiConfig.Builder()
                              .setCustomContactUsFlows(customContactUsFlows)
                              .build();
  Support.showFAQs(yourActivity, showFAQsConfig);
}

public void showHelp() {
  Flow faqSectionFlow = new FAQSectionFlow("FAQ Section", "1", faqSectionFlowConfig);

  Flow showConversationFlow1 = new ConversationFlow("Contact Us about our app", showConversationFlow1Config);
  Flow showConversationFlow2 = new ConversationFlow("Contact Us about in-app purchases", showConversationFlow2Config);
  List<Flow> nestedCustomContactUsFlows = new ArrayList<>();
  nestedCustomContactUsFlows.add(showConversationFlow1);
  nestedCustomContactUsFlows.add(showConversationFlow2);
  Map singleFAQFlowConfig = new HashMap();
  singleFAQFlowConfig.put("customContactUsFlows", nestedCustomContactUsFlows);
  Flow singleFAQFlow = new SingleFAQFlow("Single FAQ", "2", singleFAQFlowConfig);

  List<Flow> customContactUsFlows = new ArrayList<>();
  customContactUsFlows.add(faqSectionFlow);
  customContactUsFlows.add(singleFAQFlow);

  Map showFAQsConfig = new HashMap();
  showFAQsConfig.put("customContactUsFlows", customContactUsFlows);
  Support.showFAQs(yourActivity, showFAQsConfig);
}

With this configuration, the Contact Us buttons in singleFAQFlow View will redirect to Guided Issue Filing with showConversationFlow1 and showConversationFlow2.

This configuration will work only when there is no open conversation for the user, otherwise every Contact Us button will transition to the chat screen.

showConversationInfoScreen

Applicable to version 4.9.1 and above.

Flag
showConversationInfoScreen
Values
true/false
Default
false

The showConversationInfoScreen flag will determine if users can see the Conversation info screen for an ongoing Conversation. If set to true, the Conversation info icon will be shown in the active Conversation screen. Clicking on it will show the Conversation info screen.

Example :

ApiConfig apiConfig = new ApiConfig.Builder()
                       .setShowConversationInfoScreen(true)
                       .build();
Support.showFAQs(MyActivity.this, apiConfig);

HashMap config = new HashMap();
config.put("showConversationInfoScreen", true);
Support.showFAQs(MyActivity.this, config);

Configuration Summary

Configuration / API showFAQs showFAQSection showSingleFAQ showConversation
enableContactUs Supported Supported Supported Not Supported
gotoConversationAfterContactUs Supported Supported Supported Supported
requireEmail Supported Supported Supported Supported
hideNameAndEmail Supported Supported Supported Supported
conversationPrefillText No effect No effect No effect Supported
enableFullPrivacy Supported Supported Supported Supported
showSearchOnNewConversation Supported Supported No effect Supported
showConversationResolutionQuestion Supported Supported Supported Supported
customContactUsFlows Supported Supported Supported Not Supported
showConversationInfoScreen Supported Supported Supported Supported
enableTypingIndicator Supported Supported Supported Supported

Flexible permissioning adaptive to Android M and older versions

Starting from Android 6.0 (API level 23), users grant permissions to apps while the app is running, not when they install the app. This approach streamlines the app install process, since the user does not need to grant permissions when they install or update the app. It also gives the user more control over the app's functionality; for example, a user could choose to give a camera app access to the camera, but not to the device location. The user can revoke the permissions at any time by going to the app's Settings screen.

The storage permissions can be removed from AndroidManifest.xml in case you do want want to use them. You can remove the WRITE_EXTERNAL_PERMISSION permission with the following line in your AndroidManifest.xml:

<uses-permission android:name=“android.permission.WRITE_EXTERNAL_STORAGE” tools:node=“remove”/>

The Helpshift SDK has 4 features that require storage permissions. The following is the behavior for these 4 features based on whether the permission is present in AndroidManifest.xml or not.

User side attach screenshot flow

Starting from Helpshift SDK v6.2.0, user's screenshots can be attached independent of the storage permission being present in the manifest.

Agent side attachment downloads

Storage Permission Status API 15 to 22
API 23 and above
Permission declared in manifest Works as normal (attachments are downloaded and rendered in chat screen by sdk's own download manager) User granted the permission
  • Works as normal

User did not grant the permission
  • User is shown permission dialog. If user denies the permission then show a requirement description msg with intent to launch the app settings page (User can't download the attachment unless he grants the permission)
Permission not declared in manifest Uri will be passed to system provided download service and it will start download with progress bar in notification drawer.Helpshift Sdk will just show the toast indicating that download has started. User is allowed to trigger the download multiple times. Sdk would not show any progress in the chat screen. Uri will be passed to system provided download service and it will start download with progress bar in notification drawer.Helpshift Sdk will just show the toast indicating that download has started. User is allowed to trigger the download multiple times. Sdk would not show any progress in the chat screen.

Image caching in single question screen

Storage Permission Status API 15 to 18 API 19 and above
Permission declared in manifest Works as normal (images are cached) Works as normal.
Permission not declared in manifest Caching will not work. Image will be reloaded every time the user visits the particular single question screen Works as normal.

Profile persistence across uninstalls for multi login

Storage Permission Status API 15 and above
Permission declared in manifest User profile will be persisted across uninstalls
Permission not declared in manifest User profile will not be persisted across uninstalls