The Helpshift team highly recommends testing the following basic features to ensure they are functioning correctly before launching Helpshift integration to users:

  • Launch ‘Help’ and make sure the page loads.
  • Browse and search FAQs, including ones with large images, to ensure they load correctly. We recommend checking all FAQs for formatting issues that may only display on mobile. If you are using keywords, make sure that both FAQ content and associated keywords bring up the correct search results.
  • Switch languages to any others you support. Check to make sure your FAQs are correctly localized and the strings are automatically translating.
  • Tap the ‘Contact Us’ button and submit an Issue. In your Dashboard, make sure UserID, relevant device information, and metadata are pulled in correctly.
  • Respond back and forth as Agent and end user, then ‘Resolve’ the Issue.
  • Don’t accept the resolution question on the user’s end, reply back. Make sure that this action reopens the Issue in the Dashboard.
  • Have the Agent resolve the Issue again, then accept the solution as end user and start a new conversation.
  • Submit a second Issue as the user. Make sure it generates a new Issue right away and is linked with the previous one through “View More” on the left side of your Issue Details view on the Agent side.
  • Exit and re-enter Help. Make sure everything loads smoothly.
  • Test in-app notifications and push-notifications while you’re testing conversations (have app in foreground and have app in background). Push notifications (while the app is in the background) will populate the notifications drawer on Android, and will not behave like an in-app notification until the user visits the app again.