Product Announcements

AI and Automation Help Center Web Support
Viral Patel
May 27, 2024

This new feature is designed to seamlessly integrate Helpshift’s modern support experiences, such as Help Center, Smart Intents, Web chat, AI, and Automation, directly into your website or web app. 

Some key features of this widget are:

  • Enable your users to get support without leaving your website or web app
  • Simple plug-and-play integration
  • Choose between compact and full-window modes to best fit your web design
  • Customizable widget to align with brands’ visual identity, including language setting capability
  • Capture user context for better control over support workflows
  • Configure to show only Help Center, Web chat, or both

Analytics and Reporting Multilingual Support
Viral Patel
May 16, 2024

Evaluate the effectiveness of your Language AI-Agent Translation through our latest Language AI Analytics.

  • Compare issue resolution performance between cases with Language AI translation and those without.
  • Gain insights into the impact of Language AI translation on your issue resolution performance, analyze critical metrics such as CSAT and TTR, and leverage these findings for better feature utilization.

You can find details on the reports and key metrics here.

Help Center
Viral Patel
April 30, 2024

Introducing a new Vertical Navigation Layout in SDK X, providing an improved in-app self-serve experience!  

The Vertical layout comes with collapsible sections that allow users to expand and view specific content as needed, thus reducing excessive scrolling. Users can click on any FAQ section from the vertical FAQ listing, and the FAQs will be displayed vertically. Admins can choose between vertical or horizontal navigation, ensuring that they have the flexibility to customize the navigation layout according to their app’s needs. 

To enable Vertical Navigation Layout, go to Settings ➡️ Branding and Customization ➡️ In-app Navigation Layout ➡️ select Vertical.

AI and Automation
Viral Patel
April 18, 2024

Multiple attachment capability has been added to the Bot workflow for more comprehensive data collection and smoother interactions! Previously limited to just one attachment, your bot workflows now support up to 10 attachments. 

To know more, visit our help article.

Channels Integrations
Viral Patel
April 15, 2024

You can now integrate Helpshift with your Discord servers, bypassing the need for support team assistance. This self-serve integration helps you gain more control over your Discord integration with self-serve capabilities and tailored configuration.

Notable Highlights

  • World’s first and only support integration with Discord
  • Support for Custom Bots, Feedback Bots, Automatic Intent Assignment, Customer Satisfaction surveys, and two-way communication
  • Discord users can get official support simply by sending a message to the Discord bot or tagging it in any channel

Refer to our help article for more information.