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Product Announcements

OAuth 2.0 Authentication in External API Request (EAR)

Viral Patel
March 18, 2026

This enhancement adds native OAuth 2.0 authentication support to External API Requests (EAR), enabling secure integrations with third-party services directly within the Helpshift platform. Instead of relying on external proxy infrastructure for OAuth handling, the authentication logic will be embedded within the EAR framework itself.

By managing OAuth and key handling at the application layer, this approach simplifies integration, reduces operational overhead, and improves scalability. It allows teams to securely connect external systems while benefiting from centralized security management, easier maintenance, and faster rollout of updates across the platform.

Refer to our help article for more information.

User Hub GA: A Unified View of Every Player

Viral Patel
March 18, 2026

User Hub brings a unified view of every user directly into the Agent Dashboard in a single, real-time view. By securely integrating verified identities and capturing both standard and custom user attributes, User Hub enables teams to deliver more personalized, accurate and contextual support at every touch point.

With a centralized user profile that includes IDs, custom fields, notes, tags, and user panels, teams can recognize users across platforms, maintain continuity, and deliver truly contextual support. As AI becomes central to customer service, User Hub acts as the system of record that AI and automation depend on, providing clean, connected, and secure data. It fuels proactive engagement through complex, real-time segmentation to reach the right audience at the right moment, and serves as a foundation for workflows, predictive analytics, reporting, and many future AI-powered features.

For more details, visit our help article.

AI Sentiment – Quick View in Issues Panel

Viral Patel
February 23, 2026

View the latest customer sentiment directly in the issues panel allowing issues to be prioritized based on the sentiment. Sorting by sentiment helps prioritize high-impact issues, respond with the right urgency and tone, and improve resolution speed and customer satisfaction.

SDK X 10.5
Feature Update

​​Unity SDK 10.5: Unlock Proactive Engagement and Future-Proof Your App

Viral Patel
February 6, 2026

SDK X Unity 10.5.0 is now live and serves as the foundation for our most innovative features launching in 2026. It prepares your app to deliver powerful, proactive customer experiences while maintaining peak performance and long-term compatibility.

Most importantly, SDK X Unity 10.5.0 is required to participate in the Proactive Engagement Beta launching in April. Without this upgrade, your app will not be compatible with this feature.

Why you should prioritize this update now

  1. Launch Real-Time Proactive Engagement: CX teams can send targeted in-app or push notifications to re-engage players, drive monetization, support VIP journeys, or guide users to chat, self-service, or any in-app screen at the exact moment it matters.
  2. Maximize User Reach with User Hub: Upgrading enables you to engage all users, including those who have never submitted a support issue. This helps convert passive users into active engagers. 
  3. Future-Proof Your App: Enhanced OS support ensures stability and compatibility across Android 8–16 and iOS 15–26, keeping your app running smoothly on the latest devices, including Android 16 and iOS 26. Please refer to the OS Technical Support Policy.
  4. Optimized Performance and Reliability: Benefit from bug fixes and mandatory API updates that improve overall stability.

Notes:

  • SDK 10.3 and earlier versions are not supported on Android 16. To maintain support, your app must be on SDK 10.4 or higher, with 10.5.0 as the recommended upgrade path.
  • Additional SDK X v10.5.0 plugins will be released in phases.
  • For more information, refer to Release Notes.
Duplicate & Replace Bots
Feature Update

Duplicate & Replace Bots: Save time and effort with seamless bot updates

Viral Patel
January 27, 2026

Previously, making a change to bots required Admins to duplicate bots and manually replace them across workflows. 

This new Duplicate and Replace feature removes that friction and delivers instant value:

  1. Zero Downtime Updates: Instantly swap your old bot version for the new one across all workflows with a single confirmation. No manual rework required.
  2. Seamless Player Experience: The old bot is automatically disabled and completes any active conversations, ensuring uninterrupted support.
  3. Optimize Faster, With Less Effort: Modify complex components like conversation paths, branching logic, and additional steps in a safe, mirrored environment, allowing your team to iterate quickly.

For more details, visit our help article.