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Troubleshooting

Known Issues​

Photos library Permission for Attachment Flows​

If your app does not declare the NSPhotoLibraryUsageDescription permission, It might cause app rejection. To fix this, you will have to add the following key and description.

Add NSPhotoLibraryUsageDescription key in your application info plist file

NSPhotoLibraryUsageDescription Description text: "We need to access photos library to allow users manually pick images meant to be sent as attachment for help and support reasons."

Camera Permission for Attachment Flows​

Note

This issue is resolved with SDK X 10.2.0. The following instructions apply to versions below SDK X 10.2.0.

The attachment features of SDK X conversations opens the attachment menu. This is Safari's native menu with 3 options as of now, one of which is “Take Photo or Video”. This option requires your app to declare the camera permissions in your Xcode project's Info.plist file. If you don't declare it, and if the user selects this option, your app may crash. This option cannot be hidden as of now. We have it in our roadmap to add the ability to disable this option, though.

To avoid this crash, you need to add the following keys in your Xcode project's Info.plist file.

  • NSPhotoLibraryUsageDescription

  • NSCameraUsageDescription

If your use-case allows you to not ask users to send attachments, you should disable the user attachments configuration on your app's App Settings page on the Admin Dashboard. This will hide the attachment icon altogether from the conversation, and you will not need to add the above-mentioned permissions to Info.plist file. Along with disabling the user attachments configuration, you should also not use the request attachment feature for the Agents.

Note

Attachment features: These features let users send an attachment during a conversation — attachment icon in the reply box and request attachment message by agent.

userClickOnAction Delegate Issue with Call Action Card​

iOS 13 users may encounter a problem where the userClickOnAction delegate fails to trigger when clicking on the Call action card in the Helpshift interface. This prevents the application from receiving expected data, such as the action type and relevant phone numbers. Despite correct integration and delegate setup, the Helpshift SDK may not behave as expected on iOS 13 devices, causing a disruption in the user experience. Users on iOS 13 may experience limitations in the functionality associated with the Call action card.

  • In-app notifications appear with a somewhat glitchy animation on iOS 18.0. The issue appears to have been fixed in iOS 18.1.
  • Few push notifications are not received to users running iOS 18.