● Dream Games × Ada live demo

How Ada plugs into HelpShift

Dream Games keeps HelpShift as the system of record for player support. Ada sits inside that conversation as the AI layer — it doesn't replace HelpShift, it resolves what it can and writes the outcome straight back into the ticket.

Player Royal Match / Royal Kingdom app HelpShift SDK + Issue API (system of record) Ada Platform Conversations API Playbooks · Knowledge · Actions reasoning engine Dream Games CRM account, purchases, inventory message webhook + API reply CRM call data write-back on resolution: PUT /issues/{id} — state, tag
Player ↔ widget
Conversation API
CRM / action calls
Resolution write-back

Every step, end to end

The moment a player sends a message, HelpShift's SDK fires a webhook that lands in Ada's Conversations API. From there, Ada's reasoning engine takes over — searching the knowledge base, triggering the right playbook, and calling out to the CRM for account, purchase, and inventory data — before replying back through the same channel. The steps panel on the Live Chat page shows this full sequence as it happens, straight from Ada's own conversation log.

The handoff write-back, in detail

When a playbook resolves (or needs to escalate), Ada calls a single action — UpdateHelpShiftIssue — to write the outcome back into the ticket. This is what keeps HelpShift as the system of record even when Ada resolved the issue end-to-end.

PUT /issues/{issue_id}
Content-Type: application/json

{
  "state": "resolved" | "needs_human" | "legal_escalation",
  "tag":   "auto_resolved" | "needs_human" | "legal_escalation"
}

Three real call sites in the current build:

1. Missing Reward/Purchase Recovery (resolved automatically)
   → state: "resolved", tag: "auto_resolved"

2. Challenging Level Complaints — repeat contact after a tip didn't help
   → state: "needs_human", tag: "needs_human"
   → followed by RUN → Handoff (transfers the conversation to a human agent)

3. Legal or Threat Escalation — detected legal/unauthorized-charge language
   → state: "legal_escalation", tag: "legal_escalation"
   → zero generative reply, immediate RUN → Handoff

This same action points at HelpShift's Issue Update API, keeping the ticket state and tag in sync with what Ada just resolved or escalated.