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Tracking

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

Adding Tags to Conversations​

You can attach tags while reporting an issue by passing them to the Tags parameter at the time of calling ShowConversation function. You can pass an array of strings which will get added as Tags when the issue is created.

Pass this Map to ShowConversation() API.

Similarly, you can pass this configuration to other APIs (ie. ShowSection, ShowQuestion, ShowFrequentlyAskedQuestion).

Note

On tag names & compatibility

  • Tags must be pre-created in the Helpshift Dashboard (Settings → Tags), otherwise they will be ignored.
  • The attached tags must exactly match the tags present on the dashboard.

Set Custom Metadata​

If you want to set Custom Metadata at the time of Issue creation, follow the steps.

  1. Define your custom metadata Map as key-value pairs.
  2. Add the custom metadata Map in the map expected in the Parameters argument with customMetadata as the key.

Pass this Map to following APIs:

ShowConversation API,

ShowQuestion API,

ShowFrequentlyAskedQuestion API,

ShowSection API

Note

Metadata should only be sent as String key-value pairs.

  • Once customMetadata is set, if you want to reset it then you’ll have to call the API with an empty map ie.

Set Custom Issue Fields​

If you want to set Custom Issue Fields at the time of Issue creation, follow the steps.

  1. Initialise a top level custom issue fields' Map
  2. Define your custom issue field Map
  3. Add the "type" and "value" for that custom issue field You can find the type in this constants class HelpshiftCustomIssueFieldParameter

Pass this Map to ShowConversation() API.

Similarly, you can pass this Map to other APIs (ie. ShowSection, ShowQuestion, ShowFrequentlyAskedQuestion).

The following are the valid values for the type key of a Custom Issue Field.

  • NewSingleLineParameter
  • NewMultiLineParameter
  • NewNumberParameter
  • NewCheckboxParameter
  • NewDropdownParameter
  • NewDateParameter

Compatibility table for type and values:

TypeValueComments
NewSingleLineParameterstringCharacter limit of 255
NewMultiLineParameterstringCharacter limit of 100,000
NewNumberParameterint
NewDropdownParameterstringDrop-down options should exist for the given Custom Issue Field
NewDateParameterDateTimeEpoch time. For example - Date.now()
NewCheckboxParameterboolean
Note

On Custom Issue Fields keys & compatibility

  • Custom Issue Fields must be created in the Helpshift Dashboard (Settings → Custom Issue Fields), otherwise they will be ignored. Read more here
Note

In the Breadcrumbs and Debug logs APIs, passing of formatted strings is NOT supported. It is recommended to pass data only in a simple String format.

For example:

  • "{\"key\":\"value\"}" - JSON String, This is NOT supported
  • "key - value" - Simple string, This is supported
Note

Applicable to SDK X Unreal v10.1.0 & above.

Breadcrumbs can be used to track events or end-user actions. It helps you to add debugging information regarding end-user actions, which will be passed along with every new conversation on Helpshift’s Agent Dashboard. To leave breadcrumbs can use LeaveBreadcrumb API and pass a string to it. For example -

Breadcrumbs are collected within the set breadcrumb limit. The limit is set under the SDK Configurations section for App Settings in the Helpshift’s Agent Dashboard. Breadcrumbs are collected in a FIFO queue. If you want to clear the breadcrumbs, use the ClearBreadcrumbs API. For example -

Debug Logs​

Note

Applicable to SDK X Unreal v10.1.0 & above.

You may wish to pass additional debug logs with every new conversation filed by an end-user on Helpshift’s Agent Dashboard. So, HelpshiftLog class and its methods provide varying degrees of logging - Verbose, Debug, Info, Warning, and Error. For example, if you want to attach debug level log -

Debug logs are collected within the set debug logs limit. The limit is set under the SDK Configurations section for App Settings in the Helpshift’s Agent Dashboard. Debug logs are collected in a FIFO queue.