Product Announcements

The shift from reactive support to proactive player success is here. The Proactive Engagement Open Beta is now live from April 6 to May 31st.

Proactive Engagement enables you to reach the right players at the right moment with targeted in-app and push messages. Instead of waiting for tickets, your team can reduce churn, resolve issues early, and drive meaningful engagement through timely, context-aware outreach.

The Power of Real-Time Context

While you can launch campaigns using existing support data, the true potential of Proactive Engagement is unlocked with User Hub.  By passing metadata at session start—not just during support interactions—you gain a real-time, 360° view of your entire player base, allowing you to engage beyond just users who raise tickets.

Key Use Cases to Transform Your Strategy:

Automated VIP Onboarding: Instantly enroll players into managed VIP programs as they hit spend thresholds

Incident Mitigation: Proactively notify affected users during in-game bug issues to reduce ticket spikes

Churn Prevention:  Re-engage “Whales” or top spenders who haven’t logged in or have stopped spending for 7+ days.

Closing the Loop: Automatically follow up with players after a complex ticket is closed to ensure satisfaction.

Beta Offer: Get started today with a complimentary pool of 500,000 messages to use during the 8-week beta period. Post-beta usage will transition to a consumption-based model at $0.01 per message sent.

To get started, view how to set up a campaign and send your first notification here.

If you haven’t yet upgraded to SDK X 10.5, follow the upgrade path here.

Configured with User Hub integrated, you will be able to reach out to all of your users. Learn more about User Hub Profile Fields here.

Care AI Agent is now generally available, the first gaming-native AI agent designed to resolve user issues instantly without breaking immersion. It acts as an intelligent, autonomous extension of your support team, delivering instant, on-brand resolutions. Grounded in your organization’s pre-approved knowledge, Care AI ensures every interaction is accurate, policy-compliant, and deeply context-aware.

The Outcome: Autonomous, Safe, and On-Brand Resolution

Key Components

• Personality: Care AI speaks in your studio’s voice — aligned to your game’s tone, audience, and communication style.
• Knowledge: Care AI only answers from sources you authorize, ensuring accuracy, compliance, and consistency.
• Procedures: Agent Operating Procedures define step-by-step, studio-approved workflows that enable consistent, scalable resolution of complex support scenarios with minimal human intervention.
• Actions: Care AI does not just respond — it can take actions inside your operational environment.
• Guardrails: Enforce safety rules that keep Care AI within approved boundaries, preventing hallucinations, data leaks, and off-topic behavior.
• Care AI Agent Analytics: Showcase the tangible value of AI Agents through detailed usage and performance tracking.

Deploy Care AI Agent to manage high inquiry volumes and deliver consistent, brand-approved resolutions in-app.

For more details, visit our help article.

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 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.

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.