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:

HelpshiftCocos2dx::setNameAndEmail("John", "john@example.com");
API Reference:
iOS

username-email-sdk.png

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:

HelpshiftCocos2dx::setNameAndEmail(NULL, NULL);

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

username-email-admin.png

User Identifier

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

For example:

HelpshiftCocos2dx::login("unique-user-id-746501", "John Doe", "john.doe@app.co");
API Reference:
iOS

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

user-id-admin.png

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.

other-issues-by.png

Multi Login

Applicable to plugin v4.10.0 and above

These APIs give developers the ability to allow multiple users to chat with agents on the same app

Logging in

You can login a user via login API.

The identifier uniquely identifies the user. Name and email are optional. It is the app developer's responsibility to make sure that the identifier is unique.

For example:

HelpshiftCocos2dx::login("unique-user-id-746501", "John Doe", "john.doe@app.co");

Logging out

The logout API will logout the currently logged in user. After logout, Helpshift falls back to the default login.

For example:

HelpshiftCocos2dx::logout();

Important notes

  • If you are passing in user-login dependent meta-data, please make sure you reset the meta-data through the Helpshift APIs when you change the login.
  • If you are using the leaveBreadCrumb API to pass user login related crumbs, please make sure to call the clearBreadCrumsbs API when you change the login.
  • After logout, user can still submit a new conversation, but it will be with the device credentials
  • If any of the helpshift screens is currently being shown in the app, then any login/logout attempt is ignored.
  • If login api is called with different user identifier, then it first logs out the currently logged in user and then logs in with this user identifier.
  • Use setNameAndEmail only if login is not being used.
  • If setNameAndEmail is used when already logged in, then it will overwrite the logged in user name and email.
  • setUserIdentifier does not relate to user login.
  • It is best to call login immediately when your app user logs in.

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:

HelpshiftCocos2dx::leaveBreadCrumb("Went to Preferences Screen");
API Reference:
iOS

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:

HelpshiftCocos2dx::clearBreadCrumbs();
API Reference:
iOS

Attaching metadata to reported issues

You can attach additional metadata to every new conversation started by the app user via a very simple mechanism provided by the SDK. 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 which launch the Help section, you can add a meta-data dictionary in the config dictionary parameter using the HS_META_DATA_KEY key. This meta-data will be sent along with the next reported issue. When the user exits out of the Help section this meta-data will be dropped in favor of the meta-data sent in the next Helpshift API call.

For example :

For cocos2d-x 3.x

    ValueMap config;
    ValueMap meta;
    meta["usertype"] = Value("paid")
    meta["level"] = Value("7")
    meta["score"] = Value("12345")

    config[HS_META_DATA_KEY] = Value(meta)
    HelpshiftCocos2dx::showFAQs(config);

For cocos2d-x 2.x

    cocos2d::CCDictionary *config = new cocos2d::CCDictionary();
    cocos2d::CCDictionary *meta = new CCDictionary();
    meta->setObject(new CCString("paid"), "usertype");
    meta->setObject(new CCString("7"), "level");
    meta->setObject(new CCString("12345"), "score");

    config->setObject(meta, HS_META_DATA_KEY);
    HelpshiftCocos2dx::showFAQs(config);

Attaching tags with metadata

On tag names & compatibility

  • 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.

metadatatags.png

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

For example:

For cocos2d-x 3.x

    ValueMap config;
    ValueMap meta;
    meta["usertype"] = Value("paid")
    meta["level"] = Value("7")
    meta["score"] = Value("12345")

    ValueVector tags;
    tags.push_back("feedback")
    tags.push_back("paid user")

    meta[HS_TAGS_KEY] = Value(tags)
    config[HS_META_DATA_KEY] = Value(meta)
    HelpshiftCocos2dx::showFAQs(config)

For cocos2d-x 2.x

    cocos2d::CCDictionary *config = new cocos2d::CCDictionary();
    cocos2d::CCDictionary *meta = new CCDictionary();
    meta->setObject(new CCString("paid"), "usertype");
    meta->setObject(new CCString("7"), "level");
    meta->setObject(new CCString("12345"), "score");

    cocos2d::CCArray *tags = new cocos2d::CCArray();
    tags->addObject (new CCString("feedback"));
    tags->addObject (new CCString("paid user"));

    meta->setObject(tags, HS_TAGS_KEY);
    config->setObject(meta, HS_META_DATA_KEY);
    HelpshiftCocos2dx::showFAQs(config);

Debug logs

Starting iOS 10, Apple has deprecated support for the ASL library that was used to collect logs from the system automatically.

You may wish to send additional debug logs when an issue is filed. This can be acheived using HelpshiftCocos2dx's log: API.

static void log(const char *message);

For example:

void MyGame::buyGems() {
    ...
    HelpshiftCocos2dx::log("User has bought gems");
    ...    
}

When an issue is filed by the user, these debug logs will be submitted as metadata.

Issue Archival

From version 5.7.0, Helpshift SDK includes support for archiving issues. Issues in Resolved or Rejected state for more than 12 months will be automatically archived. Once archived, issues cannot be reopened. This improves dashboard performance. Archived issues will be accessible to agents through the dashboard for future reference.

issueArchival.png

Check if there is an active Conversation

This API determines if there is currently an ongoing Conversation in the SDK. You can use '[HelpsiftSupport isConversationActive]' to get a boolean value that indicates whether there is an active Conversation open for the user. A Conversation is considered inactive when a user cannot respond with new messages on it.

if (HelpshiftCocos2dx::isConversationActive() == true) {
        //Active Conversation
    } else {
        //No open Conversation
}