Helpshift

Helpshift

Helpshift embeds in-app support messaging, AI-powered FAQ bots, and customer service interfaces on websites and mobile applications. Scripts manage support ticket creation, route conversations to agents or automated flows, and transmit interaction data to Helpshift's support infrastructure.

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Overview

Helpshift is a customer support platform that provides in-app messaging, AI-powered self-service, and agent-assisted support for websites and mobile applications. When Helpshift's scripts appear on websites, they're embedding support interfaces that combine automated FAQ resolution with escalation paths to human agents.

The platform emphasizes reducing support ticket volume through AI-powered deflection — answering common questions automatically before routing complex issues to live agents.

What This Script Does

Helpshift's scripts embed customer support functionality:

  • Support messaging widget: Renders an in-app messaging interface for customer support conversations
  • AI FAQ bot: Deploys automated responses to common questions using Helpshift's knowledge base and AI classification
  • Ticket creation: Creates support tickets when issues can't be resolved automatically, routing them to appropriate agent queues
  • Session management: Sets cookies to maintain support conversation state across page navigations
  • Visitor context collection: Gathers browsing context and device information to provide agents with troubleshooting context
  • Conversation history: Maintains support interaction history for returning visitors

Consent & Compliance

  • GDPR: Support conversation data constitutes personal data. Helpshift acts as a data processor. Visitor-initiated support requests have a functional basis.
  • ePrivacy Directive: Session cookies for active support conversations are likely strictly necessary.
  • CCPA/CPRA: Support interaction data should be disclosed in your privacy policy.

Should You Block This Without Consent?

Helpshift's support widget serves a functional purpose that visitors actively initiate — seeking help with issues or questions. The AI-powered FAQ resolution and agent routing serve the visitor's interest in getting support. Session cookies maintain the conversation flow. There's no marketing tracking or behavioral profiling involved.

No.

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Consent Categories

Functional

Also Known As

helpshift privacyhelpshift consenthelpshift cookieshelpshift data collectionsupport chat consenthelpshift gdpr

Industries

Programming and Developer SoftwareComputers Electronics and Technology

Tracked Domains (1)

helpshift.comFunctional

Frequently Asked Questions

Does Helpshift require user consent before its widget loads?

Generally no. Helpshift provides functional customer support — visitors actively initiate support conversations. Session cookies that maintain the support conversation state are considered strictly necessary. No marketing tracking or behavioral profiling is involved.

What does Helpshift do when embedded on a website?

It renders an in-app messaging widget for customer support, deploys an AI FAQ bot to handle common queries automatically, creates support tickets for unresolved issues, and maintains conversation history using session cookies to provide continuity across page navigations.

How does ConsentStack categorize Helpshift?

ConsentStack classifies Helpshift as a functional vendor, meaning it is permitted to load without requiring prior marketing consent. ConsentStack recognizes that Helpshift serves a visitor-initiated support function with no advertising or cross-site tracking components.

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