I do not understand the Helpshift Help Center

 

 

 

 

You can publish many types of support content to your Help Center, including:

 

Back-end, knowledge base features for Help Center include basic tools for content authoring and organization, content import and export, translation management, content lifecycle management, and search engine optimization.

 

 

 

 

 

 

 

 

 

In Helpshift, a web support portal is a single public showcase that consolidates the Help Centers for all of your games. This portal may also consolidate the Contact Us forms for each of your games, and the web chat widgets for each of your games.

 

Here, your players can read all of your documentation, contact you, create issues, chat with your customer service agents, and chat with your conversational bots — not for one game, but for them all.

 

One Helpshift instance can host only one web support portal.

 

 

There is a 1:1 relationship between a game and its Help Center.

 

Help Center is where your players can search for and browse the knowledge base articles, FAQs, illustrations, diagrams, podcasts, videos, and any other media that you prepare and publish to support the players of one, specific game.

 

Here, your players can read all of your documentation, contact you, create issues, chat with your customer service agents, and chat with your conversational bots — regarding one game specifically.

 

One Helpshift instance can host discrete Help Centers for as many different games as you may release.

 

 

Thoughtful organization of the articles in your Help Center can make it easier for your players and other users to educate themselves and solve their own problems proactively.

 

Even before you release a game, you can probably anticipate at a high level the types of concerns that your players and would-be players may raise. For example:

 

ACCESS — account activation and cancelation, login credentials, advancing between game levels, unfreezing a locked account, saving games, reloading saved games.

 

HARDWARE AND SOFTWARE — supported GPUs, supported platforms, minimum requirements, peripheral devices, network connection speed.

 

MONEY — pricing, payments, payment methods, billing cycles, renewals, credits, refunds

 

IN-WORLD GAMEPLAY — concepts, rules, cheat codes, characters, beasts, settings, alliances, conflicts, attributes, power, wealth, prestige, influence, reputations, in-game physics, legends, spells and charms, tools, weapons, rewards, punishments.

 

Each game is unique, but its distinctiveness shouldn’t prevent you from sorting your Help Center content into high-level sections. Sections are an organizational convenience and a navigational aid, nudging your players toward whatever information may be most meaningful to them in the moment.

 

 

The untitled FAQs and FAQ Sections page opens.

 

3. (Conditional) You may have set up more than one container app on your Helpshift instance. In this case, do the following.

 

a. Find the container app selector at the top of the navigation pane, and then click it to show its options.

b. From the selector, choose the container app to associate with this Help Center as you prepare its sections.

 

 

4. Directly under the selector, still in the navigation pane, click + NEW SECTION.

The Create New Section dialog box opens.

 

5. Enter a section title.

 

 

 

6. Click SAVE.

 

7. Repeat Steps 4 and 5, as many times as needed, until you have prepared all of the top-level sections for your Help Center, redundantly across each of its supported languages.

 

 

 

The unlabeled FAQs and FAQ Sections page opens.

 

3. (Optional) In the navigation pane, click the name of whichever section should contain your new article.

Alternatively, you can wait before assigning the new article to any section. In this case, we sort the new article automatically into the General section, which we prepared for you, on your behalf, for exactly this reason.

 

4. Click + NEW FAQ.

The New FAQ dialog box opens.

 

5. In the New FAQ dialog box, do the following:

 

a. In the Question field, enter a title for the new article.

b. In the Answer text box, enter the article text.

c. In the Search Terms field, enter the same search terms that you expect game players would use while searching for the kind of information that your new article presents.

 

Helpshift considers these search terms when it weighs which articles match best against a player’s search query. In addition, QuickSearch Bot compares these terms to a player’s first message in any new support conversation, replying with the links to as many as three published articles that come closest to the player’s own description of why they requested your help.

 

 

6. (Optional) To format the article, add hyperlinks to it, or embed images or video in it, use the tool bar at the top of the Answer text box.

 

7. To save your work on the English language version of this new article — although you can always return to it in the future and revise it any number of times — click SAVE.

 

You may notice that the New FAQ dialog box does not close automatically when you click SAVE. Although you prepared the new article’s first version, in English, you have not yet activated or published it. Also, you have not yet entered any translations for it.

 

Taken together, all of this means that your Help Center has nothing yet that it can show.

 

8. Make the English-language version of your article visible in Help Center.

 

a. To activate the English language version, click the English toggle.

The English version of your article is active only while its toggle color is green. (The equivalent is true for each of your article’s translations.)

b. To publish your article, click the Publish FAQ toggle.

The article is available to the general public from your Help Center only while its Publish FAQ toggle color is green.

 

 

 

 

9. Start managing your article’s translations into other languages than English.

 

a. Find the NOT TRANSLATED area In the far-left column.

b. Click the name of — not the toggle for — any language that is cited in the NOT TRANSLATED area.

 

The dialog box is refreshed. It now shows a form where you can enter a translation for your article. For example, if the language name that you clicked was Chinese (Simplified), then this form is the one in which to enter your article title, article text, and search terms for players who read and write Simplified Chinese.

 

c. Enter the appropriately translated article title, article text, and search terms.

 

d. Click SAVE.

 

Helpshift moves the language name from the NOT TRANSLATED area to the TRANSLATIONS area.

 

 

10. Repeat Step 9 as many times as are needed, until translations for your article are ready in each of your game’s supported languages.

 

11. To activate any or all of your newly entered translations, click their associated toggles.

A translation is active only while its toggle color is green.

 

 

The Web Support Portal page opens.

 

4. (Optional) Use elements on the Web Support Portal page to do any or all of the following:

*Font styles, sizes, and colors.

*Page section styles, sizes, and colors.

*Left-to-right or right-to-left language display.

*Logo use.

*Presence and design of a Contact Us button and form.

*Responsive design.

 

Any changes that you make are saved automatically.

 

 

The Initializing Helpshift page opens.

 

4. On the Initializing Helpshift page, from the Select App list, choose the container app whose set of player support channels should be broadened to include web chat.

 

5. In the Web Chat table’s Embed Code row, to select the displayed JavaScript code in its entirety, double-click it.

Then, press Ctrl-C (or Cmd-C in MacOS) to copy the script.

 

6. Embed the widget in whichever web page should include it.

a. Log in to your content management system or web site as its administrator.

b. Navigate to the target page, and then open its HTML source for editing.

 

Alternatively, your technology stack might enforce some other workflow to access and edit the HTML source for any given page. The important thing here is that you be able to:

 

 

c. In the HTML <head> section, paste in the JavaScript embed code that you copied from your Helpshift instance.

 

7. Save your changes, test that the widget runs as expected, and then republish the page to its web host.

The page that you edited now features a web chat widget for the container app that you specified.

 

 

Although QuickSearch Bot supports both the in-app support experience and the web chat support experience, you must enable these experiences separately and for one app at a time.

 

The App Settings page opens.

 

4. Enable QuickSearch Bot to support your players from within your game.

 

a. In the Supported Platforms area, find the iOS/Android tile.

b. On the tile, click CONFIGURE.

c. Find and click the QSB toggle. Then, click SAVE & PUBLISH.

d. In the breadcrumb, click Back to App Settings.

 

5. Enable QuickSearch Bot to support your players through web chat.

 

a. In the Supported Platforms area, find the Web Chat tile.

b. On the tile, click CONFIGURE.

c. Find and click the QSB toggle. Then, click SAVE & PUBLISH.

QuickSearch Bot can now support your players in web chat.