Product Announcements

Attribution Measurement Metrics expands campaign measurement beyond sent, delivered, and click metrics by introducing outcome-based attribution and correlation metrics for Proactive Engagement campaigns. Teams can measure how many targeted users completed a desired action and compare user behavior before and after campaign exposure using configurable attribution windows. By combining engagement, revenue, progression, and support outcome metrics, organizations can better understand campaign effectiveness, validate ROI progress, and quantify business impact beyond basic notification data.

Refer to our help article for more details.

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.

Refer to our help article for more details.

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.