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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.

Is Helpshift GDPR compliant?

Helpshift typically loads functional trackers, which are not strictly necessary for your site to work. Under the GDPR and the ePrivacy Directive, non-essential cookies and trackers must stay blocked until a visitor gives clear opt-in consent. So Helpshift can be fully GDPR compliant, but only if your site holds its scripts until consent is granted and lets visitors decline just as easily. Compliance depends on how your site loads Helpshift, not on Helpshift itself.

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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

helpshift.com is a functional domain operated by Helpshift, used to run site features like chat, video, embeds, and preferences.

Frequently Asked Questions

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