Generate a HelpCode and pass it into Live Chat

This guide outlines how to:

1. Generate a Noibu HelpCode™ using the Noibu SDK

2. Automatically pass that HelpCode™ into a Live Chat session

This allows your support team to immediately correlate a live chat with a specific user session in Noibu.

Step 1: Generate a Noibu HelpCode™

Before sending anything to chat, you must generate a HelpCode™ using the Noibu SDK.

Please review the full HelpCode™ documentation here - HelpCode™ Overview

In short, the HelpCode™ is generated using:

window.NOIBUJS.requestHelpCode(false);

This returns a unique session identifier that can be shared with your support team.

Step 2: Send the HelpCode™ to Live Chat

Once generated, the HelpCode™ can be passed programmatically into the Chat widget.

Example Implementation (Pseudocode)

1. Load the Chat Resource

$( window ).on('load', function() { 
    loadChatResource(); 
});

function loadChatResource() {
    if (noExistingChat) {
        chatIcon.on('click', function(){
            startNewChat(element);
        })
    };
}

2. Start Chat and Request HelpCode™

function startNewChat(element) {
    script.addEventListener("load", function(event) {
        chatWidgetAPIGlobalFunction('chatWidget:on', 'chat:start', function() {
            requestNoibuHelpCode(successNoibuCallback, failureNoibuCallback, timeoutDurationInt);
        });
    }); 
}

3. Request the HelpCode™ (with Timeout Protection)

async function requestNoibuHelpCode(success, failure, timeoutInt) {
    try {
        const timeoutPromise = new Promise((_, reject) => {
            setTimeout(() => reject(new Error('timeout')), timeoutInt);
        });

        const helpCodePromise = window.NOIBUJS.requestHelpCode(false);
        const helpCode = await Promise.race([helpCodePromise, timeoutPromise]);
        success(helpCode);
    } catch (err) {
        failure(err.message === 'timeout' ? 'TIMEOUT' : 'ERROR');
    }
}

This ensures:

• The HelpCode™ request does not hang indefinitely

• Errors and timeouts are handled cleanly

4. Save and Send the HelpCode™ to Chat

function successNoibuCallback(noibuHelpCode) {

    if (window.noibuHelpCode) {

        if (window.noibuHelpCode !== noibuHelpCode) {

            console.log("Updating saved Noibu helpcode from", window.noibuHelpCode, "to", noibuHelpCode);

            window.noibuHelpCode = noibuHelpCode;

            window.noibuHelpCodeTimestamp = new Date();

        } 

    } else {

        console.log("Saving Noibu helpcode to", noibuHelpCode);

        window.noibuHelpCode = noibuHelpCode;

        window.noibuHelpCodeTimestamp = new Date();

    }



    if (window.noibuHelpCode) {

        sendHelpCodeToChat(window.noibuHelpCode);

    }

}

5. Handle Failures

function failureNoibuCallback(error) {

    console.error("Error occurred generating helpcode")

}

6. Send Message into Zendesk Chat

function sendHelpCodeToChat(noibuHelpCode) {

    if (noibuHelpCode.length > 0) {

        var localHelpCodeString = "Automated helpcode: " + noibuHelpCode;

        chatWidgetAPIGlobalFunction('chatWidget', 'chat:send', localHelpCodeString);

    }

}

This posts the HelpCode™ directly into the active chat session as a message, allowing your support team to copy and use it immediately.

How This Works in Practice

1. User opens live chat

2. Chat session starts

3. Noibu HelpCode™ is generated automatically

4. HelpCode™ is injected into chat as a message

5. Support agent uses HelpCode™ inside Noibu to investigate the session

Best Practices

• Always implement timeout protection when requesting the HelpCode™

• Store the HelpCode™ temporarily in memory (e.g., window.noibuHelpCode)

• Send the HelpCode™ automatically — avoid relying on users to copy/paste

• Confirm compatibility with your Zendesk Web Widget version

If you have questions about implementation or would like help validating your integration, please contact your Noibu Solutions Engineer.