To drive even greater resolution capability, administrators can now embed supported actions directly within the Care AI Agent’s General Instructions, enabling the agent to automatically escalate, tag, resolve, and perform other actions. This enhancement extends automation beyond use-case-specific workflows, increasing the agent’s flexibility to handle both general support requests and edge cases. As a result, critical situations such as VIP player frustration, repeated unresolved queries, and policy-driven interactions can be handled consistently and efficiently, while giving administrators greater flexibility and control over agent behavior.
Please refer to our help article for more information.
Care AI Agents can now automatically detect and respond in a player’s preferred language, helping brands deliver seamless, localized support experiences to players around the world.
With support for custom glossaries, fallback escalation for unsupported languages, and simple testing through the Chat Simulator, teams can confidently scale AI-powered support across regions while maintaining consistency, accuracy, and control.
By removing language barriers, organizations can improve player comprehension, engagement, and resolution rates, increase the volume of issues resolved autonomously, and deliver a more personalized support experience at a global scale.
Please refer to our help article for more information.
Helpshift’s Custom Analytics provides a flexible and highly customizable way to explore support data, enabling teams to build tailored reports and dashboards directly within the platform. With secure, complete data access and full control over reporting, teams can shape insights to their specific needs, make faster decisions, and drive a more data-driven approach to support.
It also includes pre-set templates—ready-to-use, best-practice dashboards that can be used as-is, duplicated, or customized—making it easier to get started and adapt reports quickly.
SDK X 10.5 for Unreal is now available. Regular SDK updates are essential to maintain optimal application performance and ensure compatibility with upcoming features and releases.
For a detailed list of all the improvements, please refer to the Release Notes.
The shift from reactive support to proactive player success is here. The Proactive Engagement Open Beta is now live from April 6 to May 31st.
Proactive Engagement enables you to reach the right players at the right moment with targeted in-app and push messages. Instead of waiting for tickets, your team can reduce churn, resolve issues early, and drive meaningful engagement through timely, context-aware outreach.
The Power of Real-Time Context
While you can launch campaigns using existing support data, the true potential of Proactive Engagement is unlocked with User Hub. By passing metadata at session start—not just during support interactions—you gain a real-time, 360° view of your entire player base, allowing you to engage beyond just users who raise tickets.
Key Use Cases to Transform Your Strategy:
Automated VIP Onboarding: Instantly enroll players into managed VIP programs as they hit spend thresholds
Incident Mitigation: Proactively notify affected users during in-game bug issues to reduce ticket spikes
Churn Prevention: Re-engage “Whales” or top spenders who haven’t logged in or have stopped spending for 7+ days.
Closing the Loop: Automatically follow up with players after a complex ticket is closed to ensure satisfaction.
Beta Offer: Get started today with a complimentary pool of 500,000 messages to use during the 8-week beta period. Post-beta usage will transition to a consumption-based model at $0.01 per message sent.
To get started, view how to set up a campaign and send your first notification here.
If you haven’t yet upgraded to SDK X 10.5, follow the upgrade path here.
Configured with User Hub integrated, you will be able to reach out to all of your users. Learn more about User Hub Profile Fields here.
