Configuration

Theming

You can configure the Web Chat's greeting and color scheme directly from the Helpshift Dashboard. For more details, refer to For Support Admins: Configure the User Experience in our Knowledge Base.

For advanced customization (via JavaScript), please refer the customization guide.

Bots

Bots can be enabled in Web Chat to automatically provide help and gather information from users to help your Agents resolve Issues faster. Helpshift has 3 default Bots:

  • Answer Bot - deflect common problems by automatically suggesting relevant FAQs to users
  • Identity Bot - prompt your users for their name and/or email before they create an issue
  • CSAT Bot - automatically ask for feedback after an Issue is resolved

For more details, refer to Set Up Your Web Chat Bots in our Knowledge Base.

Full Privacy

In the helpshiftConfig object at the time of initialization, setting the fullPrivacy option to true ensures COPPA compliance by:

  • Disabling user-initiated screenshots (users will not be able to attach files, including images, using Web Chat).
  • Making sure that Personally Identifiable Information (PII) such as name and email are not collected by Web Chat (using Identity Bot and/or the helpshiftConfig object). This means that if you set userName and userEmail, with fullPrivacy set to true, Helpshift will not use the userName and userEmail values.

Moreover, in scenarios where the user attaches objectionable content, it becomes a huge COPPA compliance concern. This option helps to solve this problem.

Example Embed Code

var PLATFORM_ID = "foo",
    DOMAIN = "bar";

window.helpshiftConfig = {
  platformId: PLATFORM_ID,
  domain: DOMAIN,
  // other options, if applicable
  fullPrivacy: true
};