Helpshift Delegates

The Helpshift SDK provides delegate callbacks to help app developers track a user's activities within the help section.

Note

• All the public APIs in the SDK should be called after initializing the SDK via HelpshiftSdk.install() API
• Events invoked before setting Helpshift.SetHelpshiftEventsListener cannot be received again

Helpshift Events Listener/Delegate implementation

You can set IHelpshiftEventsListener implementation by calling the HelpshiftSdk.GetInstance().SetHelpshiftEventsListener() method.

Step 1: Implement the IHelpshiftEventsListener interface

public class HSEventsListener: IHelpshiftEventsListener
  {
      public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
      {
          // all events
      }

      public void AuthenticationFailedForUser(HelpshiftAuthenticationFailureReason reason)
      {
          //auth failure event
      }
  }

Step 2: Set this implementation class by calling Helpshift API

using Helpshift;
//...
//...
private HelpshiftSdk help;
//..

void Awake(){
    // install call here
    help = HelpshiftSdk.GetInstance();
}

void Start(){
    // set the listener
    help.SetHelpshiftEventsListener(new HSEventsListener());
}

Events

Helpshift session started event

This event gets fired when the Helpshift session starts

• Event name: HelpshiftEvent.SDK_SESSION_STARTED
• Event data: null

public class HSEventsListener : IHelpshiftEventsListener
{
    // ...
    public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
    {
      if(eventName.Equals(HelpshiftEvent.SDK_SESSION_STARTED))
      {
        Debug.Log("Helpshift session started.");
      }
    }
    //...
}

Helpshift session ended event

This event gets fired when the Helpshift session ends.

• Event name: HelpshiftEvent.SDK_SESSION_ENDED
• Event data: null

public class HSEventsListener : IHelpshiftEventsListener
{
    // ...
    public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
    {
      if(eventName.Equals(HelpshiftEvent.SDK_SESSION_ENDED))
      {
        Debug.Log("Helpshift session ended.");
      }
    }
    //...
}

Unread Message Count Event

This event gets fired when you call Helpshift.RequestUnreadMessageCount(shouldFetchFromServer) API to request unread messages count.

• Event name: HelpshiftEvent.RECEIVED_UNREAD_MESSAGE_COUNT
• Event data:
  • Event data:
  • HelpshiftEvent.DATA_MESSAGE_COUNT
    • Type: int
  • HelpshiftEvent.DATA_MESSAGE_COUNT_FROM_CACHE
    • Type: boolean

public class HSEventsListener : IHelpshiftEventsListener
{
    // ...
    public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
    {
      if(eventName.Equals(HelpshiftEvent.RECEIVED_UNREAD_MESSAGE_COUNT))
      {
        if(eventData.ContainsKey(HelpshiftEvent.DATA_MESSAGE_COUNT)) {
          Debug.Log("Unread count: " + eventData[HelpshiftEvent.DATA_MESSAGE_COUNT]);
        }
        if(eventData.ContainsKey(HelpshiftEvent.DATA_MESSAGE_COUNT_FROM_CACHE)) {
          Debug.Log("Is Unread count from cache: " + eventData[HelpshiftEvent.DATA_MESSAGE_COUNT_FROM_CACHE]);
        }
      }
    }
    //...
}

Conversation Status Event

This event contains information about the current ongoing conversation.

• Event name: HelpshiftEvent.CONVERSATION_STATUS
• Event data:
  • Event data:
  • HelpshiftEvent.DATA_LATEST_ISSUE_ID
    • Type: string
  • HelpshiftEvent.DATA_LATEST_ISSUE_PUBLISH_ID
    • Type: string
  • HelpshiftEvent.DATA_IS_ISSUE_OPEN
    • Type: boolean

public class HSEventsListener : IHelpshiftEventsListener
{
    // ...
    public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
    {
      if(eventName.Equals(HelpshiftEvent.CONVERSATION_STATUS))
      {
        if(eventData.ContainsKey(HelpshiftEvent.DATA_LATEST_ISSUE_ID)) {
          Debug.Log("Issue ID : " + eventData[HelpshiftEvent.DATA_LATEST_ISSUE_ID]);
        }
        if(eventData.ContainsKey(HelpshiftEvent.DATA_LATEST_ISSUE_PUBLISH_ID)) {
          Debug.Log("Publish ID : " + eventData[HelpshiftEvent.DATA_LATEST_ISSUE_PUBLISH_ID]);
        }
        if(eventData.ContainsKey(HelpshiftEvent.DATA_IS_ISSUE_OPEN)) {
          Debug.Log("Is issue open : " + eventData[HelpshiftEvent.DATA_IS_ISSUE_OPEN]);
        }
      }
    }
    //...
}

Widget Toggle Event

This event is triggered when the user opens or exits the chat screen. This event is triggered with a boolean value of "visible" key. For your reference, see the below example:

• Event name: HelpshiftEvent.WIDGET_TOGGLE
• Event data:
  • HelpshiftEvent.DATA_SDK_VISIBLE
    • Type: boolean

public class HSEventsListener : IHelpshiftEventsListener
{
    // ...
    public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
    {
        if(eventName.Equals(HelpshiftEvent.WIDGET_TOGGLE))
        {
          if(eventData.ContainsKey(HelpshiftEvent.DATA_SDK_VISIBLE)) {
            Debug.Log("Is SDK Visible " + eventData[HelpshiftEvent.DATA_SDK_VISIBLE]);
          }
        }
    }
    //...
}

User Click On Action Event

This event is triggered when the user clicks on the link or call action of an action card message.

• Event Name : HelpshiftEvent.ACTION_CLICKED
• Event data:
  • HelpshiftEvent.DATA_ACTION
  • HelpshiftEvent.DATA_ACTION_TYPE
  • HelpshiftEvent.DATA_ACTION_TYPE_CALL
  • HelpshiftEvent.DATA_ACTION_TYPE_LINK

Key (Constant)	Key (Raw)	Type
HelpshiftEvent.ACTION_CLICKED	userClickOnAction	string
HelpshiftEvent.DATA_ACTION	actionType	string
HelpshiftEvent.DATA_ACTION_TYPE	actionData	string
HelpshiftEvent.DATA_ACTION_TYPE_CALL	call	string
HelpshiftEvent.DATA_ACTION_TYPE_LINK	link	string

Note

The key constants are available from SDK X 10.3.0 onwards. For older SDK X versions, please use the raw keys instead.

public class HSEventsListener : IHelpshiftEventsListener
{
    public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
    {
        if (eventName.Equals(HelpshiftEvent.ACTION_CLICKED))
        {
          // With Key Constants
          string actionType = (string) eventData[HelpshiftEvent.DATA_ACTION_TYPE];
          string actionData = (string) eventData[HelpshiftEvent.DATA_ACTION];

          -------------------- OR --------------------

          // With Key Raw Values
          string actionType = (string) eventData["actionType"];
          string actionData = (string) eventData["actionData"];

          if (string.IsNullOrEmpty(actionType) || string.IsNullOrEmpty(actionData))
          {
              Debug.Log($"Event Received for ${eventName} with actionType or action Data as empty");
              return;
          }

          Debug.Log($"Event Received for ${eventName}. Action type - ${actionType}. Action data - ${actionData}");
        }
    }
}

Conversation Start Event

This event triggers when the user sends the first message in a conversation. The event data object has a key, message, which includes the message string the end-user sent to start the conversation. For your reference, see the below example.

• Event name: HelpshiftEvent.CONVERSATION_START
• Event data:
  • HelpshiftEvent.DATA_MESSAGE
    • Type: string

public class HSEventsListener : IHelpshiftEventsListener
{
    // ...
    public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
    {
      if (eventName.Equals(HelpshiftEvent.CONVERSATION_START))
      {
        if(eventData.ContainsKey(HelpshiftEvent.DATA_MESSAGE)) {
          Debug.Log("Conversation started with text: " + eventData[HelpshiftEvent.DATA_MESSAGE]);
        }
      }
    }
    //...
}

Message Add Event

This event is triggered when the user adds a message in a conversation. It might be a text message, response via bot input, or an attachment. The event data object has type and body keys, which indicates the type and body of the message added by the user. For your reference, see the below example.

• Event name: HelpshiftEvent.MESSAGE_ADD
• Event data:
  • HelpshiftEvent.DATA_MESSAGE_TYPE
    • Values: HelpshiftEvent.DATA_MESSAGE_TYPE_ATTACHMENT , HelpshiftEvent.DATA_MESSAGE_TYPE_TEXT
  • HelpshiftEvent.DATA_MESSAGE_BODY
    • Type: string

public class HSEventsListener : IHelpshiftEventsListener
{
    // ...
    public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
    {
      if (eventName.Equals(HelpshiftEvent.MESSAGE_ADD))
      {
        if(eventData.ContainsKey(HelpshiftEvent.DATA_MESSAGE_BODY)) {
          Debug.Log("New message added with body: " + eventData[HelpshiftEvent.DATA_MESSAGE_BODY]);
        }
        if(eventData.ContainsKey(HelpshiftEvent.DATA_MESSAGE_TYPE)) {
          Debug.Log("New message added with type: " + eventData[HelpshiftEvent.DATA_MESSAGE_TYPE]);
        }
      }
    }
    //...
}

Agent Message Received Event

This event is triggered when the user receives any message from an agent in a conversation. This delegate is not triggered for bot messages or messages sent via automations.

• Event name : HelpshiftEvent.AGENT_MESSAGE_RECEIVED

• Event data:

  Key	Type	Value
  HelpshiftEvent.DATA_PUBLISH_ID	string	Conversation ID of the ongoing issue
  HelpshiftEvent.DATA_MESSAGE_TYPE	string	Message Type of the message
  HelpshiftEvent.DATA_MESSAGE_BODY	string	The actual message sent by the agent or empty
  HelpshiftEvent.DATA_CREATED_TIME	long	Unix epoch timestamp in ms
  HelpshiftEvent.DATA_ATTACHMENTS	Dictionary<string, object>>	Attachments, if they are present
  HelpshiftEvent.DATA_URL	string	URL of the attachment
  HelpshiftEvent.DATA_CONTENT_TYPE	string	MIME type of the attachment
  HelpshiftEvent.DATA_FILE_NAME	string	File name of the attachment
  HelpshiftEvent.DATA_SIZE	integer	Size of the attachment in bytes

Note

• This delegate is available from 10.3.0 and above versions
• The attachments key is only present if the agent has sent attachments.
• Since attachments sent by agents may not have the necessary MIME type or name, it is possible that HelpshiftEvent.DATA_CONTENT_TYPE is absent from the payload. For such cases, file type can be inferred from extension from file name
• HelpshiftEvent.DATA_MESSAGE_TYPE has following types :
  • HelpshiftEvent.DATA_MESSAGE_TYPE_APP_REVIEW_REQUEST
  • HelpshiftEvent.DATA_MESSAGE_TYPE_SCREENSHOT_REQUEST
  • HelpshiftEvent.DATA_MESSAGE_TYPE_TEXT

public class HSEventsListener : IHelpshiftEventsListener
{
    public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
    {
        if (eventName.Equals(HelpshiftEvent.AGENT_MESSAGE_RECEIVED))
        {
            string publishId = (string)eventData[HelpshiftEvent.DATA_PUBLISH_ID];
            string type = (string)eventData[HelpshiftEvent.DATA_MESSAGE_TYPE];
            string body = (string)eventData[HelpshiftEvent.DATA_MESSAGE_BODY];
            long? createdTs = (long?)eventData[HelpshiftEvent.DATA_CREATED_TIME];

            if (string.IsNullOrEmpty(publishId) && string.IsNullOrEmpty(type) && string.IsNullOrEmpty(body) && createdTs == null)
            {
                Debug.Log(TAG, "Received no data");
                return;
            }

            Debug.Log($"publishId {publishId}, type {type}, body {body}, createdTs {createdTs}");
            List<object> attachments = (List<object>)eventData[HelpshiftEvent.DATA_ATTACHMENTS];
            if (Utils.isEmpty(attachments))
            {
                Debug.Log("No attachments received in message");
            }
            else
            {
                for (int i = 0; i < attachments.Count; i++)
                {
                    Dictionary<string, object> attachment = (Dictionary<string, object>)attachments[i];

                    string url = (string)attachment[HelpshiftEvent.DATA_URL];
                    string contentType = (string)attachment[HelpshiftEvent.DATA_CONTENT_TYPE];
                    string fileName = (string)attachment[HelpshiftEvent.DATA_FILE_NAME];
                    int? size = (int?)attachment[HelpshiftEvent.DATA_SIZE];

                    if (string.IsNullOrEmpty(url) && string.IsNullOrEmpty(fileName) && size == null)
                    {
                        Debug.Log($"Received no data for attachment {i + 1}");
                        continue;
                    }

                    if (string.IsNullOrEmpty(url) || string.IsNullOrEmpty(fileName) || size == null)
                    {
                        Debug.Log($"Received incomplete data for attachment {i + 1}");
                        continue;
                    }

                    Debug.Log($"Attachment No. : {i + 1}, url: {url}, contentType: {contentType}, fileName: {fileName}, size: {size}");
                }
            }
        }
    }
}

CSAT Submit Event

This event is triggered when the user submits a CSAT rating after the conversation ends. The event data object has rating and additionalFeedback keys, which indicates the (star) rating and the additional comments provided by the user with the CSAT form. For your reference, see the below example.

• Event name: HelpshiftEvent.CSAT_SUBMIT
• Event data:
  • HelpshiftEvent.DATA_CSAT_RATING
    • Type: int
  • HelpshiftEvent.DATA_ADDITIONAL_FEEDBACK
    • Type: string

public class HSEventsListener : IHelpshiftEventsListener
{
    // ...
    public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
    {
      if (eventName.Equals(HelpshiftEvent.CSAT_SUBMIT))
      {
        if(eventData.ContainsKey(HelpshiftEvent.DATA_CSAT_RATING)) {
          Debug.Log("CSAT submitted with rating: " + eventData[HelpshiftEvent.DATA_CSAT_RATING]);
        }
        if(eventData.ContainsKey(HelpshiftEvent.DATA_ADDITIONAL_FEEDBACK)) {
          Debug.Log("CSAT feedback: " + eventData[HelpshiftEvent.DATA_ADDITIONAL_FEEDBACK]);
        }
      }
    }
    //...
}

Conversation End Event

This event is triggered when the conversation ends (resolved or rejected) and it cannot be reopened.

• Event name: HelpshiftEvent.CONVERSATION_END
• Event Data: null

public class HSEventsListener : IHelpshiftEventsListener
{
    // ...
    public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
    {
      if (eventName.Equals(HelpshiftEvent.CONVERSATION_END))
      {
        Debug.Log("Conversation Ended");
      }
    }
    //...
}

Conversation Rejected Event

This event is triggered when an agent rejects the conversation.

• Event name: HelpshiftEvent.CONVERSATION_REJECTED
• Event data: null

public class HSEventsListener : IHelpshiftEventsListener
{
    // ...
    public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
    {
      if (eventName.Equals(HelpshiftEvent.CONVERSATION_REJECTED))
      {
        Debug.Log("Conversation Rejected");
      }
    }
    //...
}

Conversation Resolved Event

This event is triggered when an agent resolves the conversation.

• Event name: HelpshiftEvent.CONVERSATION_RESOLVED
• Event data: null

public class HSEventsListener : IHelpshiftEventsListener
{
    // ...
    public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
    {
      if (eventName.Equals(HelpshiftEvent.CONVERSATION_RESOLVED))
      {
        Debug.Log("Conversation Resolved");
      }
    }
    //...
}

Conversation Reopened Event

When resolution question is enabled, the users are asked if they're satisfied with the resolution. If the user rejects it and sends a new message, then the conversation is reopened and the Conversation Reopened event is triggered.

• Event name: HelpshiftEvent.CONVERSATION_REOPENED
• Event data: null

public class HSEventsListener : IHelpshiftEventsListener
{
    // ...
    public void HandleHelpshiftEvent(string eventName, Dictionary<string, object> eventData)
    {
      if (eventName.Equals(HelpshiftEvent.CONVERSATION_REOPENED))
      {
        Debug.Log("Conversation Reopened");
      }
    }
    //...
}

User Authentication Failed Event

If you have user authentication feature enabled on the Dashboard and if you pass an invalid token in the HelpshiftSdk.GetInstance().Login(userDataMap), then you will receive this event with reason string. Check here for more info

Reason type :

• HelpshiftAuthenticationFailureReason.INVALID_AUTH_TOKEN
• HelpshiftAuthenticationFailureReason.AUTH_TOKEN_NOT_PROVIDED
• HelpshiftAuthenticationFailureReason.UNKNOWN

public class HSEventsListener: IHelpshiftEventsListener
  {
      // HandleHelpshiftEvent

      public void AuthenticationFailedForUser(HelpshiftAuthenticationFailureReason reason)
      {
          Debug.Log("Authentication Failed for reason " + reason.ToString());
      }
  }

User Identity System Events

When using Identity system related APIs, the related events are communicated to your app using the events mentioned in this section. Events can have associated data which gives more information on the corresponding event.All these events can be found in HelpshiftEvent.cs file.

Where applicable, the max permissible limits are defined as follows -

• Key length - Max 255 chars
• Value length for any identity (except uid) - Max 300 chars
• Value length for uid identity - Max 750 chars
• Value length for CUF - Max 255 chars
• Value length for multiline CUF - Max 100000 chars
• Value length for user tags - Max 100 chars
• Collection size - Max 30 entries

INVALID_IDENTITY_TOKEN

Identities JWT not in valid format

• APIs - AddUserIdentities
• Data - null

IAT_IS_MANDATORY

The iat key is missing in JWT. Issued At Timestamp or iat is a mandatory key in the JWT payload.

• APIs - AddUserIdentities
• Data - null

IDENTITY_DATA_INVALID

Some of the identities in the JWT payload are not valid

• APIs - AddUserIdentities
• Data -

Key	Value	Recovery
One of the passed identity keys	EXCEEDED_KEY_LENGTH_LIMIT	Ensure key length is within permissible limit
One of the passed identity keys	EXCEEDED_VALUE_LENGTH_LIMIT	Ensure value length is within permissible limit
One of the passed identity keys	EMPTY_DATA	Ensure key or value is a valid non-empty value
One of the passed identity keys	META_DATA_EXCEEDED_COUNT_LIMIT	Ensure total number of entries in metadata dictionary for this identity is within permissible limit
One of the passed identity metadata keys	META_DATA_EXCEEDED_KEY_LENGTH_LIMIT	Ensure metadata key length is within permissible limit
One of the passed identity metadata keys	META_DATA_EXCEEDED_VALUE_LENGTH_LIMIT	Ensure metadata value length is within permissible limit
One of the passed identity metadata keys	METADATA_EMPTY_KEY_OR_VALUE	Ensure metadata key or value is a valid non-empty value

IDENTITY_DATA_LIMIT_EXCEEDED

Number of identities in JWT payload is more than the permissible limit

• APIs - AddUserIdentities
• Data - null

IDENTITY_DATA_SYNC_FAILED

User identities failed to sync with backend

• APIs - AddUserIdentities
• Data -

Key	Value	Recovery
One of the passed identity keys	INVALID_DATA	NA

APP_ATTRIBUTES_LIMIT_EXCEEDED / MASTER_ATTRIBUTES_LIMIT_EXCEEDED

Number of unsynced app or master attributes exceeds the permissible limit

• APIs - UpdateAppAttributes, UpdateMasterAttributes
• Data - null

APP_ATTRIBUTES_VALIDATION_FAILED / MASTER_ATTRIBUTES_VALIDATION_FAILED

Validation of individual entries inside the attributes dictionary failed

• APIs - UpdateAppAttributes, UpdateMasterAttributes
• Data -

Key	Value	Recovery
One of the passed attribute keys	EXCEEDED_KEY_LENGTH_LIMIT	Ensure key length is within permissible limit
One of the passed attribute keys	EXCEEDED_VALUE_LENGTH_LIMIT	Ensure value length is within permissible limit
One of the passed attribute keys	EXCEEDED_COUNT_LIMIT	Reduce the number of entries in the collection for specified key
One of the passed attribute keys	INVALID_VALUE_TYPE	Ensure value is one of the supported types - String, Bool, Number, String array or a String - String dictionary

APP_ATTRIBUTES_SYNC_FAILED / MASTER_ATTRIBUTES_SYNC_FAILED

Attributes failed to sync with backend

• APIs - UpdateAppAttributes, UpdateMasterAttributes
• Data -

Key	Value	Recovery
One of the passed attribute keys	INVALID_DATA	NA

IDENTITY_FEATURE_NOT_ENABLED

Identity feature is not enabled for your domain

• APIs - AddUserIdentities, UpdateAppAttributes, UpdateMasterAttributes
• Data - null

USER_SESSION_EXPIRED

Sent when the SDK's user session expires. Once the session expires, SDK will keep sending this event to your app on each foreground. In response to this event, you should refresh the JWT for the current user and log them in again with the new JWT.

Data - null

REFRESH_USER_CREDENTIALS

Sent when the SDK's user session is about to expire. This gives you a chance to proactively refresh the JWT for the current user and log them in the SDK with the new JWT to avoid disrupting their session.

Data - null