Step A - To start with this, download the messenger zip and podspec file and keep both of them in the same directory. 

​Step B - Add SPRMessengerClient to your Podfile and run the following code

​Step C - If your app enabled bitcode, add this pod installer script in your podfile

Note: Please raise a support ticket(tickets@sprinklr.com) or reach out to SM for Sprinklr Messenger Plugin

​

Step 2: Add Permissions 

Include the following permissions in info plist file, if you are supporting upload and download media functionality in messenger:

​

Above permissions are required by Apple for all apps that access the photo library or use the camera/microphone

Step 3: Initialize the Messenger

Now in step 3, you will need to call the takeOff method with the appId provided by Sprinklr.
Steps for Anonymous users and authenticated users are explained below: 

For Anonymous Users

For anonymous chats you can initialize the messenger using the takeOff method. Behind the scenes we will automatically create the anonymous user for the messenger and initialize the flow for the same. Please note that the takeOff method should be called once in the application lifecycle. You can use separate methods for updating the user or various information in the messenger which are explained in other sections. For the best performance takeOff should be called at the root of the application or as early as possible in your application flow.

​

Swift

​Objective C

​

For Authenticated Users

This step is done after the user logs in successfully and completes the authentication process within the application and after the authentication process, it should be passed in Sprinklr including the app id. In case, a user is not logged in case (s)he has never used the application then an anonymous user can be created for the same. 

After the authentication process, the client should pass the user bean, the application ID, the messenger activity with the information that include so that Sprinklr can begin the initial setup process in the background- 

id

firstName

lastName

profileImageUrl

phoneNo

Email

​

Swift

​

​Objective C

Note: userID and hash are mandatory parameters and hash should be generated for every change in user object. To know the procedure of how to generate Hash, check Step 9: Generate User Hash

​

For Authenticated Custom Users

This step is done to create a custom user account using custom or specific attributes. In other words, it involves creating user accounts with personalized details or characteristics 
Below is the example to initiate the process with custom attributes and Hash, where you can  pass the attributes values: 

• Custom Attribute 1 

• Custom Attribute 2 

• Hash 

Note: If you wish to implement a Custom User Authentication Flow, kindly get in touch with the Sprinklr Team to initiate discussions about the implementation process. 

Swift  

Objective C 

​

Step 4: Show Messenger

Add the following code in the onClick event of the button you want to use to launch the chat

1. Swift

   let viewController = SPRMessengerViewController.init(launchOptions: launchOptions); viewController.modalPresentationStyle = .fullScreen self.present(viewController, animated: true, completion: nil)

2. Objective C

   [[SPRMessengerViewController alloc] initWithLaunchOptions:launchOptions] viewController.modalPresentationStyle = UIModalPresentationFullScreen; [self presentViewController:viewController animated:YES completion:nil];

Note: You need to pass launchOptions when opening sprinklr messenger from notification tap which is explained in Step 5 Push Notifications, else you can pass launchOptions as nil.

Step 5: Messenger Configurations

1) Update User

User attributes can be updated by calling, follow the below steps: 

​

Swift

​Objective C

Note: userID and hash are mandatory parameters and hash should be generated for every change in user object. 

​

2) Update Custom User 

Custom User attributes can be updated by calling, follow the below steps -- 

Swift

Objective C

​

3) Update Language

To update the user language use below function:

1. Swift

   SPRMessenger.shared().updateLocale(locale)

2. Objective C

   [[SPRMessenger shared] updateLocale:locale];

​

Sprinklr messenger supports the following languages: Arabic, Bokmal, Chinese, English, Thai, Turkish, Vietnamese, Portuguese, Spanish, Indonesian, Japanese, Korean, French. 

Few languages with limited availability are Albanian, Norwegian, Bosnian, Chinese (traditional), Chinese (honk-kong), Croatian, Czech, Danish, Dutch, Estonian, Finnish, German, Hebrew, Hungarian, Italian, Latvian, Lithuanian, Macedonian, Malayalam, Polish, Romanian, Serbian, Slovak, Slovanian, Swedish.

4) Cleanup

You can logout the user and cleanup the associated data from the application by calling logout

1. Swift

   SPRMessenger.shared().logout()

2. Objective C

   [[SPRMessenger shared] logout];

5) Customize Messenger Landing Screen

By default, the messenger view is opened with a messenger home page showing all conversations but you can customize the default behaviour and can launch MessengerView with a single conversation view as well. Single conversation view behavior can also be customized as explained below:

Open single conversation view with new conversation

For your use case if you want to skip the previous conversation history and directly want to open the single conversation view with new conversation then you can open MessengerView as shown below:

​

Swift

​Objective C

​​

Open single conversation view with previous conversation history

If you directly want to open single conversation view with previous conversation history then you can open MessengerView as shown below:

​

Swift

​Objective C

Note: landingScreen: "LAST_CONVERSATION allows brands to get users to land the customer on the last interacted open conversation. If there are no open conversations, the customer lands on a new conversation window.

Open single conversation view with particular conversation id

For your use case if you want to skip the previous conversation history and directly want to open the single conversation view with a particular conversation then you can open MessengerView as shown below:

​

Swift

​Objective C

​

Open live chat along with initiating a Video Calling

If you directly want to open conversation views along with initiating an Video call. 

​

Swift

​Objective C

​

Open live chat along with initiating an Audio Calling

If you directly want to open conversation views along with initiating an Audio call. 

​

Swift

​Objective C

​

​

​

6) Capture Customer Context When Starting a New Conversation from Custom View

When chat is being opened from a custom view, sometimes you might want to capture additional context on the conversation/case. 

Example - A button called “Know More about this laptop”  near a laptop product which opens a chat with a predefined contextual welcome message - “Hi there! It looks like you are interested in buying a laptop”. At the same time, you might want to set the case custom fields indicating the “product category: laptop”, “case type: inquiry”.

To do this,

1. Create the case custom fields and note down their field name

2. Pass conversationContext to chatInitialisationContext*: when opening a new conversation directly (5ea7fa9e87651f356209878f and 5eb7fa9e87651f356219348e are the two custom field names). All the field values should be passed as an array of strings.

   1. Swift

      let conversationContext = ["5ea7fa9e87651f356209878f": ["laptop"], "5eb7fa9e87651f356219348e": ["inquiry"]]; ​ let chatInitialisationContext = ["conversationContext": conversationContext] as [String : Any]

   2. Objective C

      NSDictionary *conversationContext = @{     @"5ea7fa9e87651f356209878f": @[@"laptop"],     @"5eb7fa9e87651f356219348e": @[@"inquiry"] }; NSDictionary *chatInitialisationContext = @{      @"conversationContext": conversationContext  };

*Note: chatInitialisationContext is explained in the previous section.

7) Capture Customer Context from the Application on All Cases of the User

Sometimes you might want to pass some contextual information in case custom fields for all conversations started by the user.

To do this,

1. Create the case custom fields and note down their field name

2. You can pass these values in clientContext in the takeOff method called in step 5. (5e281d040844e435b is the custom field name). All the field values should be passed as an array of strings.

   1. Swift

      let clientContext = ["5ea7fa9e87651f356209878f": ["laptop"], "5eb7fa9e87651f356219348e": ["inquiry"]]; config.clientContext = clientContext

   2. Objective C

      NSDictionary *clientContext = @{     @"5ea7fa9e87651f356209878f": @[@"laptop"],     @"5eb7fa9e87651f356219348e": @[@"inquiry"] };     config.clientContext = clientContext;

3. You can also update the client context on run time by calling the following method: All the field values should be passed as an array of strings.

   1. Swift

      let clientContext = ["5ea7fa9e87651f356209878f": ["laptop"], "5eb7fa9e87651f356219348e": ["inquiry"]]; SPRMessenger.shared().updateClientContext(clientContext)

   2. Objective C

      NSDictionary *clientContext = @{     @"5ea7fa9e87651f356209878f": @[@"laptop"],     @"5eb7fa9e87651f356219348e": @[@"inquiry"] };     [[SPRMessenger shared] updateClientContext:clientContext];

8) Update Conversation Context (Case Custom Field) on Demand

At times you might want to update the value of conversation context/case custom field during or after a conversation. 

1. Create the case custom fields and note down their field name

2. All the field values should be passed as an array of strings.

   1. Swift

      let conversationContext = ["context": ["5ea7fa9e87651f356209878f": ["laptop"],"5eb7fa9e87651f356219348e": ["inquiry"]]]; ​ SPRMessenger.shared().updateConversationContext(conversationContext)

      ​

   2. Objective C

      NSDictionary *conversationContext = @{     @"context": @{       @"5ea7fa9e87651f356209878f": @[@"laptop"],       @"5eb7fa9e87651f356219348e": @[@"inquiry"]     }   };     [[SPRMessenger shared] updateConversationContext:conversationContext];

      ​

9) Update the profile context within Profile Custom Fields 

When chat is being opened from a custom button or hyperlink, sometimes you might want to capture some context on the profile/user during the conversation or after the conversation.

To do this, 

1. Create the profile custom fields and note down their field name. 

2. Whenever you want to update the profile custom field, call the following and pass the information for profile level custom fields

   1. Swift

      let userContext = ["5ea7fa9e87651f356209878f": ["laptop"],"5eb7fa9e87651f356219348e": ["inquiry"]]; ​ SPRMessenger.shared().updateUserContext(userContext)

   2. Objective C

      NSDictionary *userContext = @{     @"5ea7fa9e87651f356209878f": @[@"laptop"],     @"5eb7fa9e87651f356219348e": @[@"inquiry"] }; [[SPRMessenger shared] updateUserContext:userContext];

10) Close Messenger

You can close messenger from the main application by calling closeMessenger.

1. Swift

   SPRMessenger.shared().close()

2. Objective C

   [[SPRMessenger shared] closeMessenger];

11) Add Delegate to Listen to External Events from Messenger

   Add following piece of code wherever you want to listen for the external events.

1. Swift

   Add messenger delegate where you have defined your take off method:

   class ClassName: SPRMessengerDelegate

   Inside the initialisation function of the class add after takeoff:

   let sprMessenger = SPRMessenger.shared() sprMessenger.delegate = self

   And finally add function to listen to external events payload:

   func handleExternalAction(_ payload: [AnyHashable : Any]) {}

2. Objective C

   At top of the class add:

   @interface ClassName () <SPRMessengerDelegate> @end

   Inside the initialisation function of the class add after takeoff:

   SPRMessenger* sprMessenger = [SPRMessenger shared]; sprMessenger.delegate = self;

   And finally add function to listen to external events payload:

   - (void) handleExternalAction:(NSDictionary*) payload {}

12) Get Number of Open Conversations  

Sometimes you might want to hide the live chat widget based on the number of open conversation. To do this,

1. Call the the below function to get the number of open conversations

   1. Swift 

      SPRMessenger.shared().getNumberOfOpenConversations()

   2. Objective C

      [[SPRMessenger shared] getNumberOfOpenConversations];

2. Add Delegate to listen to the output of above function 

   1. Swift

      Add messenger delegate where you have defined your take off method:

      class ClassName: SPRMessengerDelegate

      Inside the initialisation function of the class add after takeoff:

      let sprMessenger = SPRMessenger.shared() sprMessenger.delegate = self

      And finally add function to listen to external events payload:

      func onUpdateNumberOfOpenConversations(_ count: NSNumber) {}

   2. Objective C

      At top of the class add:

      @interface ClassName () <SPRMessengerDelegate> @end

      Inside the initialisation function of the class add after takeoff:

      SPRMessenger* sprMessenger = [SPRMessenger shared]; sprMessenger.delegate = self;

      And finally add function to listen to external events payload:

      - (void) onUpdateNumberOfOpenConversations:(NSNumber*) count {}

13) Get Number of Unread Messages

You can keep track of changes in the total number of unread messages in conversations. To do this:

1. Add Delegate to listen to the updates in unread messages count

   1. Swift

      Add messenger delegate where you have defined your take off method:

      class ClassName: SPRMessengerDelegate

      Inside the initialisation function of the class add after takeoff:

      let sprMessenger = SPRMessenger.shared() sprMessenger.delegate = self

      And finally add function to listen unread messages count update payload:

      func onUpdateUnreadMessagesCount(_ response: SPRMessengerUnreadMessagesCountResponse) {      let success = response.success        if success {          let unreadMessagesCount = response.unreadMessagesCount;    // Add your logic here      } else {          if let error = response.error {            let errorMessage = error.localizedDescription;            // Add your logic here          }      }         }

   2. Objective C

      At top of the class add:

      @interface ClassName () <SPRMessengerDelegate> @end

      Inside the initialisation function of the class add after takeoff:

      SPRMessenger* sprMessenger = [SPRMessenger shared]; sprMessenger.delegate = self;

      And finally add function to listen to external events payload:

      - (void)onUpdateUnreadMessagesCount:(nonnull SPRMessengerUnreadMessagesCountResponse*)response {    BOOL success = response.success;    if (success) {       NSInteger *unreadMessagesCount = response.unreadMessagesCount;      // Add your logic here          } else {      NSError *error = response.error;      NSString *errorMessage = [error localizedDescription];      // Add your logic here    }  }

2. You can also trigger the event to get the current unread messages count by calling following method:

   1. Swift

      SPRMessenger.shared().getUnreadMessagesCount ()

   2. Objective C

      [[SPRMessenger shared] getUnreadMessagesCount];

 Note: You would receive the current unread messages count response in the onUpdateUnreadMessagesCount method of the delegate you attached earlier.

​

14) Add Messenger Analytics Handler delegate to Listen to tracking events and screen 

Add following piece of code wherever you want to listen for the analytics events 

Swift 

Add analytics handler where you have defined your take off method: 

Inside the initialisation function of the class add after takeoff: 

And finally add below functions to listen to track event and screen : 

Objective C 

At top of the class add:

Inside the initialisation function of the class add after takeoff: 

And finally add below functions to listen to track event and screen : 

​

15) Add Messenger Events Listener to SDK events 

The following events can be listened: 

​

Add following piece of code wherever you want to listen for the messenger events 

Swift 

Add messenger delegate where you have defined your take off method: 

Inside the initialisation function of the class add after takeoff 

 And finally add function to listen to events: 

Objective C 

At top of the class add: 

Inside the initialisation function of the class add after takeoff: 

And finally add function to listen to events: 

16) Add Events Logger to SDK Events

The provided code snippet establishes a logging system which can handle logging events at different levels. This setup enables us to efficiently track and manage various events within the app.

Swift

Add logger transport where you have defined your take off method:

​

Before calling takeOff, add loggerConfig:

​Note: The Swift compiler automatically removes the common prefix (SPR_) for enum members, hence they can be accessed without adding the SPR_ prefix. (example: SPRLogLevel.INFO)

​

And finally add a custom logger transport function:

 Objective C

Add logger transport where you have defined your take off method:

​

Before calling takeOff, add loggerConfig:

And finally add a custom logger transport function:

​

17) Update Theme Mode for User on demand

You can update the theme mode on demand:

Swift

Objective C

​

Note: Upon invoking the updateThemeMode() method, a confirmation alert will prompt the user to reload the app for the changes in theme to take effect. Furthermore, the parent application should send the updated theme within the configuration while chat initialization

​

18)Configure your Status Card

Note: To get this capability enabled, please reach out to our support team at tickets@sprinklr.com, providing the live chat application ID. Status Card can be enabled only if you are using the modern skin version of live chat widget.

Using Status Cards, you can update your customers about the health of a key resource. This key resource could be a tool or service that they interact with frequently. By showing the status of this resource directly, customers don’t have to reach to agents repeatedly. Hence, this improves the customer experience while reducing agent workload

Once status card is enabled for your Livechat widget, you can update the status card by using the following:

Swift

Note: The Swift compiler automatically removes the common prefix (SPR_) for enum members, hence they can be accessed without adding the SPR_prefix. (example: SPRStatus.ALL_SYSTEMS_OPERATIONAL)
Objective C

​

You can use the following placeholders for title and description:

a.     %%[updatedAt] --> Placeholder for formatted time

b.     %%[status] --> Placeholder for Status, mentioned below in the table as SPRStatus

​​

​

19) Disable Attachments for Customer

You can prevent customers from adding attachments in the chat by hiding the attachment icon from the chat widget.

To do this, you can pass disableAttachment:true in the takeOff method

Swift

 Objective C

​

​

20) Integrate Your Brand's Custom Header in Live Chat 

Enhance your live chat experience by incorporating your own custom header. This allows you to replace Live Chat default header with one that aligns with your brand identity, creating a consistent and seamless experience for your users. 

Swift  

Objective C 

​

21) Implement Back Button Handling to Control Hardware Back Button 

Utilize the below method to handle the back action within your chat application. This function allows users to seamlessly navigate back to the previous screen, enhancing the overall user experience by providing intuitive and efficient navigation 

Swift 

Objective C 

22) Close Conversation 

Use the method below to close a conversation on live chat. This feature allows brands to efficiently handle conversation endings, providing control over when and how interactions are closed. Apply this method only on the conversation screen when the case is open to ensure a seamless transition for users as conversations end. 

Swift 

Objective C 

​23) Close All Conversations 

Use the method below to close all conversation on live chat. This option is visible to users with open cases, if there are no cases or all existing cases are already closed then user will not be able to see this option.

Swift 

Objective C 

24) Delete Conversation 

Use this method to delete a conversation in live chat. This feature allows brands to efficiently remove interactions as needed, providing control over conversation deletions. Apply this method only on the conversation screen to manage deletions effectively. 

Swift 

Objective C 

​

25) Delete All Conversations 

Use this method to delete all the conversations in live chat. This feature allows brands to efficiently remove interactions as needed, providing control over conversation deletions. Apply this method only on the home screen to manage deletions effectively. 

Swift 

Objective C 

26) Clear User Session

You can now enable users to clear their session details. When a user clears their session, any new conversations will be treated as if they are from a completely new user. This feature is especially useful for users interacting with your brand in public spaces or over a public network.

Swift 

Objective C 

​

​

Step 6: Push Notifications

For more details on mobile push notifications, please refer here​

​

Prerequisite

1. APNS certificate (P12) along with its credentials

Note:

• APNS certificate (P12) and its credentials must be different for staging/prod env

• If you are testing the push notification setup on prod mobile application(iOS), plesae ensure to use Android release build

Configuration

To enable push notifications, please raise a support ticket to tickets@sprinklr.com with the following information:

1. APNS certificate (P12) along with its credentials

2. Live Chat AppID

3. Partner ID

4. Env

•  Register/Unregister for Push Notifications

  You can register the messenger for sending push notifications by providing push token received from apns/fcm as below:

  1. Swift

     SPRMessenger.pushManager().setRegistrationToken(token)

  2. Objective C

     [[SPRMessenger pushManager] setRegistrationToken: token];

  ​

  You can unregister for messenger push notifications by sending empty token as below:

  1. Swift

     SPRMessenger.pushManager().setRegistrationToken("")

  2. Objective C

     [[SPRMessenger pushManager] setRegistrationToken: @""];

• Handle Messenger Push Notifications

  1. Once you have registered for messenger push notifications then you might receive notifications from your platform as well as messenger. To check if notification is messenger notification you can check as below:

  1. Swift

     let isMessengerNotification = SPRMessenger.pushManager().canHandlePushEvent(userInfo)

  2. Objective C

     BOOL isMessengerNotification = [[SPRMessenger pushManager] canHandlePushEvent: userInfo]

  2. Once you have identified if the notification is messenger notification you need to follow the below step to handle push notification.

  1. Swift

     SPRMessenger.pushManager().handlePushEvent(userInfo)

  2. Objective C

     [[SPRMessenger pushManager] handlePushEvent: userInfo]

  3. You can now open the conversation screen directly from a push notification when the app is in the background and the Messenger SDK is mounted.

  • Swift

    SPRMessenger.pushManager().handlePushNotification(userInfo)

  • Objective C

    [[SPRMessenger pushManager] handlePushNotification: userInfo]

• Open Messenger View with Initial Notification

  Open live chat view with initial notification: Messenger view can be presented with initial notification as the result of opening from notifications or in-app notification banners:

• Swift

  let launchOptions = ["type": "NOTIFICATION", "data": notificationData] let viewController = SPRMessengerViewController.init(launchOptions: launchOptions);

• Objective C

  NSDictionary *launchOptions = @{     @"type": @"NOTIFICATION", @"data":notificationData }; SPRMessengerViewController *viewController = [[SPRMessengerViewController alloc] initWithLaunchOptions:launchOptions];

• Controlling Notification Permissions

  Note: Below Step 1 and Step 2 should be done before takeOff()

Prior to initializing the Messenger, you have the option to contol push notifications based on the user's app settings and permission request, provided your app has already obtained permission from the user.

​

1. To deactivate the push notifications according to the user’s application setting or if the user has not granted notification permission to your application:

   1. Swift

      SPRMessenger.pushManager().pushEnabled = false // Disable if app settings are disabled

   2. Objective C

      [[SPRMessenger pushManager] setPushEnabled:NO]; // Disable if app settings are disabled

2. The live chat application will never request notification permission again if it has already been granted. When your application has not obtained notification permissions and if you also wish to prevent the live chat application from requesting notification permission when 'takeOff' is called, you can set the 'autoRequestPermission' parameter to false.

   1. Swift

      SPRMessenger.pushManager().autoRequestNotificationPermissions = false // App will not ask the permission for push notifications

   2. Objective C

      [[SPRMessenger pushManager] setAutoRequestNotificationPermissions:NO]; // App will not ask the permission for push notifications

      ​

3. Whenever the user has granted notification permission to your application, we need to ensure that the push notifications for live chat application are also enabled. To do this:

   1. Swift

      SPRMessenger.pushManager().pushEnabled = true

   2. Objective C

      [[SPRMessenger pushManager] setPushEnabled:YES];

      ​