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Unity Backtrace and HelpShift SDK integration

By combining error and exception capturing from Backtrace with first-class in-app customer support using HelpShift in Unity games, you can collect error information without requiring additional details from the player and have rich in-app communication with individual users or user groups.

1. Integrating Both SDKs

Integrate the respective SDKs for Backtrace and HelpShift first.

Backtrace SDK

HelpShift SDK

2. Linking HelpShift And Backtrace

iOS And Android

For details on controlling the display of the HelpShift UI, refer to the HelpShift SDK for Android documentation.

Linking Backtrace and HelpShift is not tricky. Add the backtraceClient["guid"] to a customer issue field with the ID device_id, as shown in the code example below:

var configMap = new Dictionary<string, object>();
// Add Backtrace GUID to link HelpShift and Backtrace
Dictionary<string, string> backtraceid = new Dictionary<string, string>();
backtraceid.Add("type", "singleline");
backtraceid.Add("value", backtraceClient["guid"]);

// Add to CIF (custom issue fields) key
Dictionary<string, object> cifDictionary = new Dictionary<string, object>();
cifDictionary.Add("device_id", backtraceid);

configMap.Add("customIssueFields", cifDictionary);

// Show in-app conversation UI

WebGL (Web Chat)

Make sure to add the Backtrace GUID to the jslib file in your Plugins folder (Unity documentation).

mergeInto(LibraryManager.library, {

EnableHelpshift: function (guid) {
var PLATFORM_ID = <your platform id>,
DOMAIN = <your domain>,
LANGUAGE = "en";

window.helpshiftConfig = {
platformId: PLATFORM_ID,
domain: DOMAIN,
language: LANGUAGE,
userId: Pointer_stringify(guid),
userEmail: "",
userName: "John Doe"

!function(t,e){if("function"!=typeof window.Helpshift){var n=function(){n.q.push(arguments)};n.q=[],window.Helpshift=n;var i,a=t.getElementsByTagName("script")[0];if(t.getElementById(e))return;i=t.createElement("script"),i.async=!0,,i.src="";var o=function(){window.Helpshift("init")};window.attachEvent?i.attachEvent("onload",o):i.addEventListener("load",o,!1),a.parentNode.insertBefore(i,a)}else window.Helpshift("update")}(document,"hs-chat");

Helpshift("setCustomIssueFields", {
// Key of the Backtrace GUID Custom Issue Field
"device_id": {
// Type of Custom Issue Field
type: "singleline",
// Value to set for Custom Issue Field
value: Pointer_stringify(guid)


Import it in C# in your game class:

private static extern void EnableHelpshift(string guid);

Call it where appropriate (you need a reference to the Backtrace client):


Also, refer to the source in our example game for JavaScript and for C# bridge (take note of the DLL Import).