in-app support
In-app support software
that understands the current user.
Embed authenticated support inside your SaaS product. HelpYap receives signed user, account, role, plan, route, and recent-event context, then answers from your docs, runs approved diagnostics, and carries everything into a human handoff.
In-app support is feature flagged per project. Context is signed server-side and expires automatically.
React · authenticated support
const contextToken = await getSignedSupportToken(user)
<InAppSupportPanel
clientOptions={{
apiBaseUrl: "https://www.helpyap.com",
projectSlug: "acme",
sessionId,
contextToken,
}}
/>Identity and permissions stay server verified
page-aware answers
The user does not have to explain where they are
The support session can include the current route, page title, account, plan, role, locale, and recent product events. The assistant uses that context to explain the screen and recommend the next safe step.
- Current page and route included in the session
- Account, role, and plan verified by your server
- Recent product events available for troubleshooting
Searching your docs · 2 sources found
structured diagnostics
Read-only checks before risky actions
Built-in diagnostics can explain the current page, summarize account context, check knowledge base status, and verify Slack handoff. Results are logged as part of the same support conversation.
- Explicit action registry and allowlist
- Project-level feature flags
- Execution result visible to users and operators
Ticket opened · priority: high
→ Slack thread opened · team notified by email
What is in-app support?
In-app support is customer help delivered inside an authenticated product rather than on a public marketing site. It can use verified product context, so the answer changes appropriately for the user's page, account, role, plan, and recent activity.
HelpYap keeps this surface connected to the same knowledge base, conversation history, shared inbox, and Slack handoff as the public widget. Your team sees one support operation instead of another disconnected chat tool.
How is user and account context secured?
Your server signs the support context with an HMAC secret. HelpYap validates the signature, project, expiration time, required user identity, and optional session fingerprint before it trusts any account, role, plan, or action information.
The browser cannot grant itself a higher role or invent an account plan. Permission checks and action allowlists remain server-side, which makes the context useful without turning client data into an authorization decision.
- Short-lived signed context token
- Project and user validation
- Optional IP and user-agent session fingerprint
- Server-side permission enforcement
What can the in-app assistant diagnose?
The initial action registry includes checks for Slack configuration, knowledge base status, current page context, account context, and support readiness. Teams can expose only the diagnostics relevant to a project.
Each action returns a structured status, human-readable summary, data payload, and execution log. A failed check becomes a clear next step rather than another generic chatbot answer.
Can in-app support create bug reports and escalations?
Yes. The support action framework can assemble a bug report from the signed page context, recent events, conversation, and user-provided reproduction details. Write actions can enter an approval queue instead of executing silently.
Approvals can surface in the HelpYap dashboard and Slack. The final conversation keeps the request, decision, and result together for a complete audit trail.
How does human handoff work inside the app?
When the assistant lacks grounded coverage or judges that a person is needed, it escalates the existing conversation. The shared inbox receives the transcript plus the signed account and page context, and Slack can receive the same summary in a two-way thread.
The customer stays in one conversation while the operator works from the dashboard or Slack. Nobody has to copy an account ID into a new ticket or ask which screen the user was viewing.
How do I add HelpYap to a React application?
Use the in-app client or React panel, generate the context token on your server, and pass the project slug, stable session ID, and token into the component. The client bootstraps the transcript and available diagnostics, then streams answers from the in-app chat endpoint.
Start with read-only context and diagnostics. Add write actions only after roles, validation, approval rules, and audit behavior are defined.
faq
Common questions
Does in-app support trust data from the browser?
No. Identity, account, role, plan, route, and available actions arrive in a signed, expiring token created by your server and verified by HelpYap.
Can I control which diagnostic actions users see?
Yes. Actions are allowlisted per project and can also be constrained by the signed support context.
Does the assistant remember the current page?
The signed context can include route and page title, and the conversation stores that context for later human review.
Can agents continue an in-app conversation from Slack?
Yes. Escalations can open a two-way Slack thread whose replies return to the same customer conversation.
Is in-app support separate from the website widget?
It is a distinct authenticated client surface backed by the same knowledge, conversations, inbox, analytics, and human operations.
Put support inside your product
Start with signed context and read-only diagnostics. Add approved workflows after the support path is observable and trusted.