This feature helps companies reduce their overall Issue volume while maintaining an excellent end user experience. The feature can be toggled on/off in our SDK (iOS v4.9.0 & Android v3.6.0) using the flag- showSearchOnNewConversation.

If the showSearchConversation flag is enabled, the user will be taken to a view which shows the search results relevant to the conversation text that they have entered upon clicking the ‘Send’ button. The default value is false/off, which means no relevant search results from the FAQ will appear when the user starts a new conversation.

How it works:

  • When showSearchOnNewConversation is enabled, a user can file a conversation as normal.
  • Once a user has completed filling out the form, they can press ‘Send’ which loads a screen that shows related FAQs. These FAQs result from keyword searches. If no results are available, then the Issue will be filed directly.
  • A user can view the related FAQs and find one that answers their question.
  • Alternatively, a user can go back to the FAQs list and press ‘Send Anyway’ to file the Issue.

You can also find more information on our Developer docs for iOS and Android.

Please note: this flag is applicable from iOS version 4.9.0+ and Android v3.6.0+.

Please note: The idea behind the showSearchOnNewConversation feature is that a user should tap ‘Help,’ enter a chat window, and see search results as they type.

If your app forces the user to search FAQs before reaching your in-app contact form, they won’t see search results when they start typing their message.