SDK Configuration

Important

Helpshift’s Legacy SDKs (SDK Version <=7.x.x) reached their end of life on 31 Dec 2022, and end of support on 31 March 2023. Please upgrade to the Latest SDKif you haven't already.

SDK Configuration

Helpshift provides several config options which can be used to customize behaviour of the SDK. These options are boolean flags which can be passed with the Helpshift APIs such as showConversation, showFAQs etc.

Note

Applicable to SDK version 4.0.0 and above

Install time configurations

enableAutomaticThemeSwitching

Upon setting this option to YES, Helpshift SDK will switch between default light and dark themes based on the OS Appearance setting.


Flag	`HelpshiftSdk.ENABLE_AUTOMATIC_THEME_SWITCHING`
Values	`"yes"` / `"no"`
Default	`"no"`

using Helpshift;
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
var configMap = new Dictionary<string, object>();
configMap.Add(HelpshiftSdk.ENABLE_AUTOMATIC_THEME_SWITCHING, "yes");
help.install("apiKey","domainName","appId", configMap);

Note

This configuration is only applicable to iOS 13 and above.
Light and Dark Appearance switching works only if your app is built with Xcode 11 or above
If you use setTheme or setThemes API, this config takes no effect.

unityGameObject


Flag	`HelpshiftSdk.UNITY_GAME_OBJECT`
Values	Non-empty String

The unityGameObject option is used to tell the Helpshift SDK which Game object to send the Unity messages to. Callbacks such as didReceiveInAppNotificationCount and didReceiveNotificationCount will be called on the object specified via this option.

For example

using Helpshift;
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
var configMap = new Dictionary<string, object>();
configMap.Add(HelpshiftSdk.UNITY_GAME_OBJECT, "Cube");
help.install("apiKey","domainName","appId", configMap);

Note

This option will only work with the Helpshift's install API

enableInAppNotification

If you do not want the in-app notification support provided by the Helpshift SDK, you can set the flag to no. The default value of this flag is yes i.e., in app notification will be enabled.


Flag	`HelpshiftSdk.ENABLE_IN_APP_NOTIFICATION`
Values	`"yes"` / `"no"`
Default	`"no"`

Example:

using Helpshift;
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add(HelpshiftSdk.ENABLE_IN_APP_NOTIFICATION, "yes");
help.install("apiKey","domainName","appId", configMap);

enableDefaultFallbackLanguage

Note

Available from SDK version 1.3.0 and above


Flag	`HelpshiftSdk.ENABLE_DEFAULT_FALLBACK_LANGUAGE`
values	`"yes"` / `"no"`
default	`"yes"`

You can enable or disable the SDK default fallback language when showing FAQs using this flag. When set to false, the Helpshift SDK will not fallback to the default language that is English, when showing FAQs.

Example:

using Helpshift;
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add(HelpshiftSdk.ENABLE_DEFAULT_FALLBACK_LANGUAGE, "yes");
help.install("apiKey","domainName","appId", configMap);

disableEntryExitAnimations

Note

Applicable to version 2.1.1 and above.


Flag	`HelpshiftSdk.DISABLE_ENTRY_EXIT_ANIMATIONS`
Values	`"yes"` / `"no"`
Default	`"no"`

If you want to disable animations shown by the Helpshift SDK while entering and exit the Helpshift screens, please set this config option to yes. Default value is no, ie., Helpshift SDK will show animations if this value is not set.

Example:

using Helpshift;
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add(HelpshiftSdk.DISABLE_ENTRY_EXIT_ANIMATIONS, "yes");
help.install("apiKey","domainName","appId", configMap);

enableLogging

Upon setting enableLogging to yes, Helpshift SDK logs will be generated in the Xcode console. Turning on logging can help developers resolve common integration issues.


Flag	`HelpshiftSdk.ENABLE_LOGGING`
Values	`"yes"`/`"no"`
Default	`"no"`

using Helpshift;
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add("enableLogging", "yes");
help.install("apiKey","domainName","appId", configMap);

disableErrorReporting

Disables reporting of Helpshift SDK’s internal error logs. The Helpshift SDK will collect internal error level logs and report them to our systems to ensure that we become aware of runtime issues and we have enough information to fix them.


Flag	`HelpshiftSdk.DISABLE_ERROR_REPORTING`
Values	`"yes"`/`"no"`
Default	`no`.

using Helpshift;
.
.
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add(HelpshiftSdk.DISABLE_ERROR_REPORTING, "yes");
help.install("apiKey","domainName","appId", configMap);

API options

enableContactUs


Flag	enableContactUs
Values	`CONTACT_US_ALWAYS`/`CONTACT_US_NEVER`/`CONTACT_US_AFTER_VIEWING_FAQS`/`CONTACT_US_AFTER_MARKING_ANSWER_UNHELPFUL`
Default	`CONTACT_US_ALWAYS`

The enableContactUs flag controls the visibility of Contact Us button -


CONTACT_US_ALWAYS	show in the navigation bar, search, and after marking an FAQ unhelpful. `"yes"` for SDK versions below 4.5.0
CONTACT_US_AFTER_VIEWING_FAQS	show only while searching, on FAQ screen and after marking an FAQ unhelpful.
CONTACT_US_NEVER	do not show "Contact Us" button anywhere in the SDK. `"no"` for SDK versions below 4.5.0
CONTACT_US_AFTER_MARKING_ANSWER_UNHELPFUL	do not show "Contact Us" button until the user specifically marks an FAQ as unhelpful.

To override the default value you can pass the arguments in the options dictionary. Example:

using Helpshift;
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add("enableContactUs", CONTACT_US_AFTER_VIEWING_FAQS);
help.showFAQs(configMap);

This flag has no effect for the showConversation API call, since there is no Contact Us button in the conversation screen.

Note

AFTER_VIEWING_FAQS is applicable to Plugin version 4.5.0 and above

By using this option, you encourage users to read and search FAQs first instead of directly filing new tickets. This facilitates ticket avoidance.

Best Practices

Provide tier-based support by setting enableContactUs to CONTACT_US_ALWAYS for paid users and CONTACT_US_AFTER_VIEWING_FAQS for unpaid ones.
Provide country based support by setting enableContactUs to CONTACT_US_ALWAYS for local users and CONTACT_US_AFTER_VIEWING_FAQS for foreign ones.

gotoConversationAfterContactUs


Flag	gotoConversationAfterContactUs
Values	`"yes"` / `"no"`
Default	`"no"`

The gotoConversationAfterContactUs flag will determine whether the user lands up in the conversation screen after starting a new conversation via "Contact Us". This only makes sense if the enableContactUs flag takes on the default value.

Example:

using Helpshift;
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add("gotoConversationAfterContactUs", "yes");
help.showConversation(configMap);

Note

For showFAQs, showFAQSection and showSingleFAQ, setting gotoConversationAfterContactUs makes sense only if enableContactUs is yes.

Note

This API is now deprecated with Unity SDK v4.0.0. Read more about the new conversational experience here.

presentFullScreenOniPad

Note

Applicable to SDK version 4.2.0 and above


Flag	presentFullScreenOniPad
Values	`"yes"` / `"no"`
Default	`"no"`

The presentFullScreenOniPad flag will determine whether to present support views in UIModalPresentationFullScreen or UIModalPresentationFormSheet modal presentation style in iPad.

The default value is "no", which means support views will be presented as UIModalPresentationFormSheet by default. When the value is set to "yes", support views will be presented in UIModalPresentationFullScreen.

This flag only takes effect on iPad.

requireEmail

Note

Applicable to SDK version 4.6.0 and above


Flag	requireEmail
Values	`"yes"` / `"no"`
Default	`"no"`

The requireEmail flag will determine whether email is required or optional for starting a new conversation.

When the flag is set to yes customer's email will be required. If set to no email will be optional.

For example:

using Helpshift;
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add("requireEmail", "no");
help.showFAQs(configMap);

If "New Issue Forwarding" is ON or if "Allow anonymous issues" is ON in the agent dashboard, then this flag will be ignored.

Note

Once requireEmail flag is set, the SDK will use that value for all new conversations until it is changed again.

Note

This API is now deprecated with Unity SDK v4.0.0. Read more about the new conversational experience here.

hideNameAndEmail

Note

Applicable to SDK version 4.7.0 and above


Flag	hideNameAndEmail
Values	`"yes"` / `"no"`
Default	`"no"`

The hideNameAndEmail flag will hide the name and email fields when the user starts a new conversation.

When the flag is set to yes the name and email fields will be hidden. If set to no the default behaviour will resume.

If "New Issue Forwarding" is ON then this flag will be ignored when name and email are not available to the SDK. You can use the setNameAndEmail API, to supply the SDK with name and email in this case.

If "Allow anonymous issues" is ON, under app settings in the agent dashboard, then this flag will be ignored.

Also, if the requireEmail flag is set to no and email is not available to the SDK, then hideNameAndEmail flag will be ignored.

For example:

using Helpshift;
.
.
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add("hideNameAndEmail", "yes");
help.showFAQs(configMap);

Note

Once hideNameAndEmail flag is set, the SDK will use that value for all new conversations until it is changed again.

Note

This API is now deprecated with Unity SDK v4.0.0. Read more about the new conversational experience here.

conversationPrefillText

Note

Applicable to SDK version 4.7.0 and above


Flag	conversationPrefillText
Values	Non-empty `string`

The conversationPrefillText API option will prefill a new conversation description, with the supplied string. This is useful where you might want your users to send you diagnostic information in the conversation description, for example if the app hits an exception, etc.

Example:

using Helpshift;
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
string preFillString = exceptionData;
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add("conversationPrefillText", preFillString);
help.showConversation(configMap);

Note

The conversationPrefillText option takes effect only for the showConversation API

enableFullPrivacy

Note

Applicable to SDK version 4.9.1 and above


Flag	enableFullPrivacy
Values	`"yes"` / `"no"`
Default	`"no"`

In scenarios where the user attaches objectionable content in the screenshots, it becomes a huge COPPA concern. The enableFullPrivacy option will help solve this problem.

If enableFullPrivacy option is set to YES, HS SDK does the following:

Disables user-initiated screenshots - players cannot send images without being requested by an Agent.
Does not collect any of the following personal information:
- Mobile country code, mobile network code and carrier name.
- Country code and country.
- Custom meta-data that is labeled "private-data".

To send personally identifiable information through custom meta-data, the information must be added inside a dictionary with a "private-data" key. If this option is set to YES, this data will be removed when the user starts a new conversation.

Example:

using Helpshift;
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add("enableFullPrivacy", "yes");
help.showConversation(configMap);

Note

Once enableFullPrivacy flag is set, the SDK will use that value for all further sessions until it is changed again.
For plugin versions 2.7.0 and below, if the enableFullPrivacy flag is set, the email collection requirement is always set to optional. If requiredEmail is true, enableFullPrivacy will override this configuration and set the email requirement as optional. For hiding name and email for all users, developers enable a Dashboard configuration named "Allow anonymous issues".
For plugin versions 2.8.0 and above, if the enableFullPrivacy flag is set, email and name will not be collected and the fields will be hidden. enableFullPrivacy will override all other flags pertaining to name and email fields. This will allow developers to hide name and email for a specific set of users exposed to the enableFullPrivacy flag.

showSearchOnNewConversation

Note

Applicable to SDK version 4.9.1 and above


Flag	showSearchOnNewConversation
Values	`"yes"` / `"no"`
Default	`"no"`

If showSearchOnNewConversation flag is set to yes, the user will be taken to a view which shows the search results relevant to the conversation text that he has entered upon clicking the 'Send' button. This is to avoid tickets which are already answered in the FAQs. The user will still be able to start a new conversation with the same text. He can also go through one of the FAQs and find a solution to his query, and exit the session without submitting a ticket.

Default value is no, ie., this feature will not be enabled unless you explicitly pass yes for this flag.

For example

using Helpshift;
.
.
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add("showSearchOnNewConversation", "yes");
help.showConversation(configMap);

Note

The showSearchOnNewConversation option takes effect only for the showConversation API.

Note

This API is now deprecated with Unity SDK v4.0.0. Read more about the new conversational experience here.

showConversationResolutionQuestion

Note

Applicable to version 1.3.0 and above.

For application version 1.2.0 and below the conversation resolution question for user confirmation will be shown by default. This default behaviour has changed for version 1.3.0 and above, where the conversation resolution question for user confirmation is not shown.

For v4.0+

This SDK configuration is deprecated with v4.0+ and default value will be treated as False.

If you want to use this feature, you can turn the feature on and off ("Resolution Question") from the In-App Configuration page.(Settings > App settings)


Flag	showConversationResolutionQuestion
Values	`"yes"` / `"no"`
Default	Before version 5.3.0: `yes`. From version 5.3.0: `no`

For Older SDK versions 3.0 and below, please read the following:

Flag showConversationResolutionQuestion Values "yes" / "no" Default "yes"

By default the Helpshift SDK will not show the conversation resolution question to the user, to confirm if the conversation was resolved. On resolving the conversation from the admin dashboard will now take the user directly to the "Start a new conversation" state. If you want to enable the conversation resolution question, set showConversationResolutionQuestion to yes.

Default value is no, ie., this feature will not be enabled unless you explicitly pass yes for this flag.

Example :

using Helpshift;
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add("showConversationResolutionQuestion", "yes");
help.showConversation(configMap);

Note

This SDK configuration is deprecated with v4.0+ and default value will be treated as False.

If you want to use this feature, you can turn the feature on and off ("Resolution Question") from the In-App Configuration page.(Settings > App settings)

customContactUsFlows

Note

Available in version 2.3.0 and above. User can be directed to dynamic form only if no open issues exist.


Flag	customContactUsFlows
Values	Non-empty array of flow dictionaries. Refer `Guided Issue Filing` to know more about creating flow dictionaries.
Default	There is no default value for this configuration.

The customContactUsFlows option can be used to override the default behaviour of Contact Us button. Instead of taking user to new issue screen, you can show dynamic form as the action of button tap. The example shown below launches faqs screen with customContactUsFlows sdk configuration that consists of a conversation flow, faqs list flow, single faq section flow, single faq flow and a nested flow that takes user to associated dynamic form. As user taps Contact Us button in faqs list screen, instead of launching the default conversation view the app launches a dynamic form with aforementioned flows.

using Helpshift;
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public void onCustomContactUsClick() {

    Dictionary<string, object> conversationFlow = new Dictionary<string, object>();
    conversationFlow.Add(HelpshiftSdk.HsFlowType, HelpshiftSdk.HsFlowTypeConversation);
    conversationFlow.Add(HelpshiftSdk.HsFlowTitle, "Converse");
    Dictionary<string, object> conversationConfig = new Dictionary<string, object>()
    conversationConfig.Add("conversationPrefillText" , "This is from dynamic");
    conversationFlow.Add(HelpshiftSdk.HsFlowConfig, conversationConfig);

    Dictionary<string, object> faqsFlow = new Dictionary<string, object>();
    faqsFlow.Add(HelpshiftSdk.HsFlowType, HelpshiftSdk.HsFlowTypeFaqs);
    faqsFlow.Add(HelpshiftSdk.HsFlowTitle, "FAQs");

    Dictionary<string, object> faqSectionFlow = new Dictionary<string, object>();
    faqSectionFlow.Add(HelpshiftSdk.HsFlowType, HelpshiftSdk.HsFlowTypeFaqSection);
    faqSectionFlow.Add(HelpshiftSdk.HsFlowTitle, "FAQ section");
    faqSectionFlow.Add(HelpshiftSdk.HsFlowData, "1509");

    Dictionary<string, object> faqFlow = new Dictionary<string, object>();
    faqFlow.Add(HelpshiftSdk.HsFlowType, HelpshiftSdk.HsFlowTypeSingleFaq);
    faqFlow.Add(HelpshiftSdk.HsFlowTitle, "FAQ");
    faqFlow.Add(HelpshiftSdk.HsFlowData, "2998");

    Dictionary<string, object> nestedFlow = new Dictionary<string, object>();
    nestedFlow.Add(HelpshiftSdk.HsFlowType, HelpshiftSdk.HsFlowTypeNested);
    nestedFlow.Add(HelpshiftSdk.HsFlowTitle, "Next form");
    nestedFlow.Add(HelpshiftSdk.HsFlowData, new Dictionary<string, object>[] {conversationFlow, faqsFlow, faqSectionFlow, faqFlow});

    Dictionary<string, object>[] flows =  new Dictionary<string, object>[] {
    conversationFlow,
    faqsFlow,
    faqSectionFlow,
    faqFlow,
    nestedFlow
    };

    Dictionary<string, object> faqConfig = new Dictionary<string, object>();
    faqConfig.Add(HelpshiftSdk.HsCustomContactUsFlows, flows);
    _support.showFAQs (faqConfig);
}

showConversationInfoScreen

Note

Applicable to version 2.7.0 and above.


Flag	showConversationInfoScreen
Values	`"yes"`/`"no"`
Default	`"no"`

The showConversationInfoScreen flag will determine if users can see the Conversation info screen for an ongoing Conversation. If set to "yes", the Conversation info icon will be shown in the active Conversation screen. Clicking on it will show the Conversation info screen.

Example :

private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add("showConversationInfoScreen", "yes");
help.showConversation(configMap);

Note

The info screen would only be visible when an QuickSearch Bot/Identity Bot (if configured) complete their tasks and Automations/Agents can act on the new conversation.

enableTypingIndicator

Note

Applicable to version 2.8.0 and above.


Flag	enableTypingIndicator
Values	`"yes"`/`"no"`
Default	`"no"`

A graphical typing indicator is shown to the end user if an Agent is currently replying to the same Conversation. The "enableTypingIndicator" flag will enable/disable the aforementioned indicator.

This SDK configuration has been deprecated, since this configuration has shifted to the In-App SDK Configurations page. (Settings > App settings)

For SDK v740 and above, the typing indicator configuration Show Agent Typing Indicator is a part of the In-app SDK Configurations page.

If this configuration is turned ON from the configurations page OR if an SDK configuration is used, the typing indicator will shown to end users.

Example :

using Helpshift;
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private HelpshiftSdk help;
this.help = HelpshiftSdk.getInstance();
Dictionary<string, object> configMap = new Dictionary<string, object>();
configMap.Add("enableTypingIndicator", "yes");
help.showConversation(configMap);

Note

This SDK configuration has been deprecated since this configuration has shifted to the In-App SDK configuration page. (Settings>App settings)
For Unity SDK v4.0 and above, Typing Indicator configuration ("Show Agent Typing Indicator") is a part of In-app SDK configurations page.
If configuration is turned ON from the configurations page OR SDK configuration is used, Typing Indicator will shown to the end users.

IssueDescriptionMinimumCharacterLength

To control the minimum number of characters that the users need to type before they can start a conversation, use this option and set it to an appropriate integer value. This option works both in Conversational issue-filing and Form-based issue-filing experience. Since this option is dependent on the language in which the user starts a conversation, developers are encouraged to set this value for each language as appropriate.

Note

This option is not an SDK API config but rather a key in the HelpshiftLocalizable.strings file.

Configuration Summary

Option / API	showFAQs	showFAQSection	showSingleFAQ	showConversation
enableContactUs	Supported	Supported	Supported	Not Supported
gotoConversationAfterContactUs	Supported	Supported	Supported	Supported
presentFullScreenOniPad	Supported	Supported	Supported	Supported
requireEmail	Supported	Supported	Supported	Supported
hideNameAndEmail	Supported	Supported	Supported	Supported
conversationPrefillText	No effect	No effect	No effect	Supported
enableFullPrivacy	Supported	Supported	Supported	Supported
showSearchOnNewConversation	Supported	Supported	No effect	Supported
showConversationResolutionQuestion	Supported	Supported	Supported	Supported
customContactUsFlows	Supported	Supported	Supported	Not Supported
showConversationInfoScreen	Supported	Supported	Supported	Supported
enableTypingIndicator	Supported	Supported	Supported	Supported

SDK Configuration

Install time configurations​

enableAutomaticThemeSwitching​

unityGameObject​

enableInAppNotification​

enableDefaultFallbackLanguage​

disableEntryExitAnimations​

enableLogging​

disableErrorReporting​

API options​

enableContactUs​

Best Practices​

gotoConversationAfterContactUs​

presentFullScreenOniPad​

requireEmail​

hideNameAndEmail​

conversationPrefillText​

enableFullPrivacy​

showSearchOnNewConversation​

showConversationResolutionQuestion​

For v4.0+​

For Older SDK versions 3.0 and below, please read the following:​

customContactUsFlows​

showConversationInfoScreen​

enableTypingIndicator​

IssueDescriptionMinimumCharacterLength​

Configuration Summary​

Install time configurations

enableAutomaticThemeSwitching

unityGameObject

enableInAppNotification

enableDefaultFallbackLanguage

disableEntryExitAnimations

enableLogging

disableErrorReporting

API options

enableContactUs

Best Practices

gotoConversationAfterContactUs

presentFullScreenOniPad

requireEmail

hideNameAndEmail

conversationPrefillText

enableFullPrivacy

showSearchOnNewConversation

showConversationResolutionQuestion

For v4.0+

For Older SDK versions 3.0 and below, please read the following:

customContactUsFlows

showConversationInfoScreen

enableTypingIndicator

IssueDescriptionMinimumCharacterLength

Configuration Summary