I do not understand Helpshift custom issue fields (CIFs)

• I do not understand the purpose of Helpshift CIFs.
• I do not know the parts of a Helpshift CIF.
• I do not know how Helpshift CIFs capture canonical data from my mobile apps.
• I do not know how to define a Helpshift CIF.
• I do not know how to use Helpshift CIFs in my workflows.

• The label (sometimes called a key) identifies an informational category, such as someone’s country of residence, a purchase date, or a service tier.

• The datatype (sometimes called a field type) pinpoints how Helpshift UIs should represent this CIF’s details on-screen, such as in a drop-down list.

• Finally, the value is the datapoint itself, whether it’s as specific as a unique identifier or as general as true/false. There are multiple ways for a CIF to acquire its value — including through:

• • • • • an API call from your mobile app to the Unity plug-in that it contains
        • a bot or an automation
        • a customer service agent’s manual data entry

1. Log in to Helpshift as its administrator.
2. On the Helpshift toolbar, click Settings ().
3. In the navigation pane, scroll to the WORKFLOWS area, and then click Custom Issue Fields.
4. On the Custom Issue Fields page, click

On the Custom Issue Fields page, click + NEW FIELD.

The Select a Field Type dialog box opens. You must choose one of the datatypes that it describes.

• • drop-down
  • single line text
  • multi line text
  • number
  • checkbox
  • date

5. To choose a datatype, click Select in the corresponding row.

Another dialog box opens. Its name is consistent with the datatype that you chose. Although some UI elements are identical for every datatype, others are distinct. For example, creating a CIF in the form of selectable but mutually exclusive options includes a step to define each option.

6. Complete the form to configure your new CIF. Then, click Save.

The dialog box closes. The list of all defined CIFs on your Custom Issue Fields page now includes your newly created CIF.

• To capture and send canonical CIF values automatically from iOS mobile apps, see https://developers.helpshift.com/unity/tracking-ios/#custom-issue-fields.
• To capture and send canonical CIF values automatically from Android mobile apps, see https://developers.helpshift.com/unity/tracking-android/#custom-issue-fields.

• View CIFs that are associated with any of the agent’s assigned issues. They can see this information in the issue details pane, after clicking the Custom Issue Fields tab.
• Set CIFs for any of the agent’s assigned issues. They can specify CIF values in the issue details pane, after clicking the Custom Issue Fields tab.
• Define and use a personal Smart View — or use a shared Smart View that someone else defined for them — whose filtering logic checks for either: 
  • • • • The presence or absence of a particular CIF.
        • The presence of a CIF that matches a particular value or state.

1. Log in to Helpshift as its administrator.
2. On the Helpshift toolbar, click Issues ().
3. In the navigation pane, scroll to either the SHARED SMART VIEWS area or the MY SMART VIEWS area to locate the Smart View whose filtering logic should include a CIF.
4. Click the Smart View to select it. Then, to begin editing it, click the gear icon () in its row.

Depending on which Smart View you selected, either the Update Smart View dialog box or the Update Shared Smart View dialog box opens.

Both of these dialog boxes support renaming a Smart View and/or updating its filter. The Shared Smart Views dialog box additionally supports changing who can see and use its corresponding Smart View.

5. In the dialog box, to open a contextual menu of all the fields that your filtering logic for this Smart View might consider, click ADD FILTER.

6. In the contextual menu, scroll to the Custom Issue Fields area, and then click the CIF whose nature matches your intent.

7. From the newly expanded Select list, choose one of the options for value matching:

• • • is
    • is not
    • is one of
    • is none of
    • is set

8. (Conditional)

• • • • • When your value-matching choice is either “is” or “is not,” choose one of the values that you added to the CIF when you prepared it.
        • When your value-matching choice is either “is one of” or “is none of,” choose as many of the values as match your intent.
        • When your value-matching choice is “is set,” there is no need to specify any value.

9. Click Update.

1. Log in to Helpshift as its administrator.
2. On the Helpshift toolbar, click Settings ().
3. In the navigation pane, scroll to the WORKFLOWS area, and then click Bots.

The Bots page opens. Its features are sorted under three tabs. The active tab should be, by default, Custom Bots.

4. On the Bots page, click + NEW BOT.

The New Bot dialog box opens. 

5. Enter a name and a nickname for the new bot.

The name is meant for your company’s internal use in distinguishing this bot from all others. The nickname is meant for external use, characterizing your product and/or customer service for your players.

6. To begin configuring the new bot, click CREATE & CONFIGURE BOT.

A page opens. Its name matches the name that you reserved for the new bot.

7. Click ADD FIRST STEP.

A contextual menu opens. It cites several actions that bots can perform.

NOTE:

This procedure guides you to use a CIF in the first bot step. However, a bot can have many steps, and you can use CIFs in any or all of them, depending on your goal. 

Bots execute their steps in a sequence that you specify and manage. Because their sequence can change what a bot does, as well as when, we recommend that you consider their sequence carefully.

8. In the contextual menu, click Branch Based on Custom Issue Fields.

A new pane opens, where you can begin to set up the branching logic.

9. Enter a meaningful name in the Step Name field. For example, you might call it Branching logic.

10. Click CREATE FIRST RULE.

The form expands to show additional UI elements.

11. Enter a name for the first rule. Then, choose a CIF from the unlabeled list.

The datatype for the selected CIF drives Helpshift behaviors in the next step.

For example, when the datatype is checkbox, the next step prompts you to choose between two opposite values, such as true and false.

Alternatively, when the datatype is drop-down, the next step prompts you to choose one of its predefined options.

These are the datatypes:

• drop-down
• single line text
• multi line text
• number
• checkbox
• date

12. (Optional) Do either or both of the following:

• Define additional steps for your bot. Then, as needed, drag and drop its steps to rearrange their sequence of operation.
• Define additional rules in any or all of your steps. Then, as needed, drag and drop them to rearrange their sequence of operation.

13. Click DONE.

14. (Optional) To confirm that the bot is configured properly to meet its purpose, click Preview Flow.

15. To save your work and start using your bot in automations, click PUBLISH.