Overview
Set up an integration with Helpshift to receive Android, iOS, macOS, Microsoft, Amazon, and Xbox app reviews to your Helpshift channel. Reply to customer reviews and feedback using AppFollow and Helpshift.
This is a premium feature. Contact your account manager or our Support team to get access.
Set up the integration with Helpshift
- Go to the Integrations page in AppFollow.
- Choose Helpshift and click Set up.
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Find your Helpshift email address. Go to your Helpshift account > Settings > Email Support >
Email Support Channels. - Copy the email provided and go back to AppFollow.
- Paste the address into the “Helpshift email” field.
- Choose which reviews you want to receive. Available options:
- Only featured: receive only featured reviews.
- Became better: only receive reviews that were updated to a higher rating (e.g. from 3 to 5 stars).
- Became worse: only receive reviews that were updated to a lower rating (e.g. from 5 to 3 stars).
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Only beta feedback: receive only beta reviews (available for Google Play apps only).
The above options are mutually exclusive. To receive all reviews, keep them unselected.
- Import History: get the last 100 reviews without replies for the past month. If there are none, we will import up to 100 reviews with replies for the last 30 days. If there are no reviews within the last 30 days, we will import up to 100 reviews regardless of dates.
- Select languages: receive notifications only about reviews in specific languages.
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Select stars: receive notifications about reviews only with specific ratings.
- Click Add integration.
You will now receive reviews in your Helpshift account. They will look like this:
We provide the following details for each review:
- App store where reviews came from
- Featured reviews
- Device name (for Google Play only)
- Review country (for IOS apps only) and review language
- Count of review words.
Add our domain to the list of exceptions in Helpshift, so our emails don't go to spam.
Reply to Reviews
If you want to reply to reviews using Helpshift, set up these connections:
- For iOS and macOS apps: App Store Connect: Invite User
- For Android apps: Google Play: Invite User Data Connection
Edit replies in Helpshift
To update or edit an existing reply, simply send another reply to the existing ticket with the review in question in Helpshift. The latest reply will be sent to the store and replace the previous one.
Troubleshooting
If you cannot publish a reply, the most common issues are:
- Reply text exceeds the limit. Google Play limits the reply text to 350 symbols. For the App Store, the maximum reply length is 5970 symbols.
- Permissions issue. If you've changed account permissions in App Store/Google Play, try deleting the connection with the store and reconfiguring it.
If the issue persists, please contact our support team.