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 Helpshift.install() API

Helpshift Events Listener/Delegates implementation

You can set HelpshiftEventsListener by calling the Helpshift.setHelpshiftEventsListener() method.

Note

Events invoked before setting Helpshift.setHelpshiftEventsListener cannot be received agian.

For example:

Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
 @Override
 public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
   switch(eventName){
     case HelpshiftEvent.CONVERSATION_START:
       //your code here
     break;
     // and so on...
     //the list of events is given below
   }
 }

 @Override
 public void onUserAuthenticationFailure(HelpshiftAuthenticationFailureReason reason) {
   // your code here
 }
});

Class Implementation: You have to define a class which implements HelpshiftEventsListener
and then set this event listener instance using Helpshift.setHelpshiftEventsListener() method.

class MyEventListener implements HelpshiftEventsListener {

  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
    switch(eventName) {
      case HelpshiftEvent.CONVERSATION_START:
        //your code here
      break;
      // and so on...
      //the list of events is given below
    }
  }

  @Override
  public void onUserAuthenticationFailure(HelpshiftAuthenticationFailureReason reason) {
    // your code here
  }
}

MyEventListener listener = new MyEventListener();
Helpshift.setHelpshiftEventsListener(listener);

Helpshift Events

Conversation Status Event

This event contains information about the current ongoing conversation.

• Event name: HelpshiftEvent.CONVERSATION_STATUS
• Event data:
  • HelpshiftEvent.DATA_LATEST_ISSUE_ID
  • HelpshiftEvent.DATA_LATEST_ISSUE_PUBLISH_ID
  • HelpshiftEvent.DATA_IS_ISSUE_OPEN

Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
    switch(eventName){
      case HelpshiftEvent.CONVERSATION_STATUS:
        Log.d(TAG, data.get(HelpshiftEvent.DATA_LATEST_ISSUE_PUBLISH_ID));
    }
  }
});

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.

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

Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
    switch(eventName){
      case HelpshiftEvent.WIDGET_TOGGLE:
        Log.d(TAG, data.get(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.

Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
    switch(eventName){
      case HelpshiftEvent.ACTION_CLICKED:
          // With Key Constants
          String actionType = (String) data.get(HelpshiftEvent.DATA_ACTION_TYPE);
          String actionData = (String) data.get(HelpshiftEvent.DATA_ACTION);

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

          // With Key Raw Values
          String actionType = (String) data.get("actionType");
          String actionData = (String) data.get("actionData");

          // `Utils.isEmpty` is null and empty Check
          if (Utils.isEmpty(actionType) || Utils.isEmpty(actionData)) {
            Log.d(TAG, "Event Received for " + eventName + " with actionType or action Data as empty");
            return;
          }

          Log.d(TAG, "Event Received for " + eventName + " action type " + actionType + " actionData " + 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.

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

Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
    switch(eventName){
      case HelpshiftEvent.CONVERSATION_START:
        Log.d(TAG, data.get(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.

• Event name: HelpshiftEvent.MESSAGE_ADD
• Event data:
  • HelpshiftEvent.DATA_MESSAGE_TYPE
  • HelpshiftEvent.DATA_MESSAGE_BODY
  • HelpshiftEvent.DATA_MESSAGE_TYPE_ATTACHMENT
  • HelpshiftEvent.DATA_MESSAGE_TYPE_TEXT

Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
    switch(eventName){
      case HelpshiftEvent.MESSAGE_ADD:
        Log.d(TAG, data.get(HelpshiftEvent.DATA_MESSAGE_BODY));
        if(data.get(HelpshiftEvent.DATA_MESSAGE_TYPE).equals(HelpshiftEvent.DATA_MESSAGE_TYPE_ATTACHMENT)){
          Log.d(TAG, "user sent an attachment");
        }
    }
  }
});

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	Map<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

Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> eventData) {
        switch (eventName) {
          case HelpshiftEvent.AGENT_MESSAGE_RECEIVED:
            Log.d(TAG,"Received Event for " + eventName);
            String publishId = (String) eventData.get(HelpshiftEvent.DATA_PUBLISH_ID);
            String type = (String) eventData.get(HelpshiftEvent.DATA_MESSAGE_TYPE);
            String body = (String) eventData.get(HelpshiftEvent.DATA_MESSAGE_BODY);
            Long createdTs = (Long) eventData.get(HelpshiftEvent.DATA_CREATED_TIME);

            // Utils.isEmpty() is null and empty Check

            if (Utils.isEmpty(publishId) && Utils.isEmpty(type) && Utils.isEmpty(body) && createdTs == null) {
              Log.d(TAG, "Received no data");
              return;
            }

            Log.d(TAG, "publishId " + publishId + " type " + type + " body " + body + " createdTs " + createdTs);
            List<Object> attachments = (List<Object>) eventData.get(HelpshiftEvent.DATA_ATTACHMENTS);
            
            if (Utils.isEmpty(attachments)) {
              Log.d(TAG, "No attachments received in message");
            } else {

              for (int i = 0; i < attachments.size(); i++) {
                Map<String, Object> attachment = (Map<String, Object>) attachments.get(i);

                String url = (String) attachment.get(HelpshiftEvent.DATA_URL);
                String contentType = (String) attachment.get(HelpshiftEvent.DATA_CONTENT_TYPE);
                String fileName = (String) attachment.get(HelpshiftEvent.DATA_FILE_NAME);
                Integer size = (Integer) attachment.get(HelpshiftEvent.DATA_SIZE);

                if (Utils.isEmpty(url) && Utils.isEmpty(fileName) && size == null) {
                  Log.d(TAG,"Received no data for attachment " + (i + 1));
                  continue;
                }

                if (Utils.isEmpty(url) || Utils.isEmpty(fileName) || size == null) {
                  Log.d(TAG,"Received incomplete data for attachment " + (i + 1));
                  continue;
                }

                Log.d(TAG, "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.

• Event name: HelpshiftEvent.CSAT_SUBMIT
• Event data:
  • HelpshiftEvent.DATA_CSAT_RATING
  • HelpshiftEvent.DATA_ADDITIONAL_FEEDBACK

Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
    switch(eventName){
      case HelpshiftEvent.CSAT_SUBMIT:
        Log.d(TAG, data.get(HelpshiftEvent.DATA_CSAT_RATING));
        Log.d(TAG, data.get(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

Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
    switch(eventName){
      case HelpshiftEvent.CONVERSATION_END:
        //data will be empty
    }
  }
});

Conversation Rejected Event

This event is triggered when an agent rejects the conversation.

• Event name: HelpshiftEvent.CONVERSATION_REJECTED

Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
    switch(eventName){
      case HelpshiftEvent.CONVERSATION_REJECTED:
        //data will be empty
    }
  }
});

Conversation Resolved Event

This event is triggered when an agent resolves the conversation.

• Event name: HelpshiftEvent.CONVERSATION_RESOLVED

Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
    switch(eventName){
      case HelpshiftEvent.CONVERSATION_RESOLVED:
        //data will be empty
    }
  }
});

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

Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
    switch(eventName){
      case HelpshiftEvent.CONVERSATION_REOPENED:
        //data will be empty
    }
  }
});

User Authentication Failed Event

If you have User Authentication feature enabled on the Dashboard and if you pass an invalid token in the Helpshift.login(userDataMap), then you will receive this event with reason string. Check here for more info.

Reason type:

• HelpshiftAuthenticationFailureReason.REASON_INVALID_AUTH_TOKEN
• HelpshiftAuthenticationFailureReason.REASON_AUTH_TOKEN_NOT_PROVIDED
• HelpshiftAuthenticationFailureReason.UNKNOWN

     // ...
    Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
       @Override
      public void onUserAuthenticationFailure(HelpshiftAuthenticationFailureReason reason) {
        Log.e(TAG, reason);
      }
      // ...
    });

Helpshift session delegates

Helpshift Session Started

If you want to keep track of when helpshift session starts in your app, you can implement this delegate callback. The delegate will get fired every time the Helpshift session starts.

• Event Name: HelpshiftEvent.SDK_SESSION_STARTED

Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
    switch(eventName){
      case HelpshiftEvent.SDK_SESSION_STARTED:
        //sdk session started
    }
  }
});

Helpshift Session Ended

If you want to keep track of when helpshift session ends in your app, you can implement this delegate callback. The delegate will get fired every time the Helpshift session ends.

• Event Name: HelpshiftEvent.SDK_SESSION_ENDED

Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
    switch(eventName){
      case HelpshiftEvent.SDK_SESSION_ENDED:
        //sdk session ended
    }
  }
});

Unread Message Count

If you want a count of all new messages received in an existing conversation, you can call this API requestUnreadMessageCount(final boolean shouldFetchFromServer).

The unread message count will be conveyed to your app via this event. You can also use this event to keep your badge counts updated.

• Event Name: HelpshiftEvent.RECEIVED_UNREAD_MESSAGE_COUNT
• Event Data: HelpshiftEvent.DATA_MESSAGE_COUNTHelpshiftEvent.DATA_MESSAGE_COUNT_FROM_CACHE

// call requestUnreadMessageCount() api first
Helpshift.requestUnreadMessageCount(true);

// ...
Helpshift.setHelpshiftEventsListener(new HelpshiftEventsListener() {
  @Override
  public void onEventOccurred(@NonNull String eventName, Map<String, Object> data) {
    switch(eventName){
      case HelpshiftEvent.RECEIVED_UNREAD_MESSAGE_COUNT:
        int count = (int) data.get(HelpshiftEvent.DATA_MESSAGE_COUNT);
        boolean fromCache = (boolean) data.get(HelpshiftEvent.DATA_MESSAGE_COUNT_FROM_CACHE);
        Log.d(TAG, "Message Count : " + count + ", From Cache: " + fromCache);
    }
  }
});

If you call the method Helpshift.requestUnreadMessageCount(true) it will return a notification count from server in the above delegate method asynchronously. The notification count here can be fetched either from the cache or from the Helpshift servers. The count from Helpshift’s servers is rate limited and it returns the latest value only if a subsequent call is made to the API after the reset timeout or when the user just closes the chat screen (whichever is earlier). If the API is called within the rate limit period then it returns value from local cache. For an active issue, the reset timeout is 1 minute and 5 minutes for inactive issues.

If you want to retrieve the current notification count stored locally, you can call the same method with the parameter set to false, Helpshift.requestUnreadMessageCount(false). In this case, SDK returns the count of unread messages available locally in this delegate method.

Locally saved unread message count are useful for saving an additional network call.