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FREQUENTLY ASKED QUESTIONS

We've compiled a list of our most frequently asked questions & answers for you. If you have a question that's not on the list, don't hesitate to contact giosg support (support@giosg.com)!

Setting up the chat

Why is the link in the sign-up mail from giosg not working?

The link is valid for 24 hours for security reasons. After that you can contact giosg support at support@giosg.com or via giosg’s chat at www.giosg.com.

How to define where we want the giosg LIVE Chat to be available?

Chat automatically appears on all of the pages under the domain (on the pages where the giosg script is added), unless you change the settings.

It is however easy to determine where you want the chat to be, and you can also decide where you want the chat to be proactive (to use autosuggests) and where you only want the chat button to be visible.

You can determine the visibility of the live chat with giosg rules feature.

How can I choose when the chat is visible to customers?

As a default when you install the script the chat button will not be visible to your customers before you log in and press "start". This means you have plenty of time to get all your settings configured to suit your company.

You can do this from the settings by for example setting office hours, or set the more specifically with our RULES-product.

Why are the chat elements not visible on the webpage?

Make sure that the giosg script tag is added to your webpage and that it is loaded correctly, and that the domain is also added to your giosg account.

The chat appears on the webpage once someone is online and ready to serve the customers.

How do I create new domains and in what form should they be?

Go from the giosg-console to:

  1. Wheel-button (Settings)
  2. Domains
  3. Add new domain

Please note:

  1. The domain should be in basic form, for example: giosg.com instead of giosg.com/something
  2. The script has to be installed on the webpage. (Check instructions for installing the script: (Setting up the chat: What do we need to do to get giosg LIVE Chat up and running?)
I have loaded the giosg script to my page and I get message: "Failed to load resource: the server responded with status of 403 (FORBIDDEN)", what to do?

Check from the giosg console that there is a domain in your giosg account, that matches the domain you have added he script to. In order to add a new domain, go from the giosg console to:

  1. Wheel-button (Settings)
  2. Domains
  3. Add new domain

Please note:

The domain should be in basic form, for example: giosg.com instead of giosg.com/something, no www. Or any similar prefix before the domain name.

Customizing giosg to suit your company

How can I choose when the chat is visible to customers?

As a default when you install the script the chat button will not be visible to your customers before you get all your settings configured to suit your company.

You can do this from the settings by for example setting office hours, or you can set visibility more specifically with our RULES-product.

Go from the giosg-console to:

  1. Wheel-button (Settings)
  2. Domains
  3. Speech bubble-button
  4. Choose Enable: yes
How can I edit the chat window?

Go from the giosg-console to:

  1. Wheel-button (Settings)
  2. Domains
  3. Wheel-button
  4. Chat windows
  5. Choose the window you want to edit or create a new window

Here you can edit the appearance, texts, position & animations of the chat-window and rename it. Remember to save the changes you have made.

The giosg chat window can be customized further with css styles. If required it is also possible to override html templates used to render the chat window. Chat window customization is an additional feature.

Contact support@giosg.com for more information.

How can I edit the chat-button?

Go from the giosg-console to:

  1. Wheel-button (Settings)
  2. Domains
  3. Speech bubble-button

Here you can edit the appearance, texts & position of the chat-button and rename it. Remember to save the changes you have made.

With giosg RULES you can choose which pages the button is enabled on.

How can I edit the autosuggest messages?

Go from the giosg-console to:

  1. Wrench-button (Settings)
  2. Rooms
  3. Choose correct room
  4. Choose from chat settings when you want the autosuggest messages to be sent & define the message

The autosuggest messages can also be specified with giosg RULES

Go from the giosg-console to:

  1. Wrench-button (Tools)
  2. Rules
  3. Create new rule
  4. Add new condition (select the condition you want to match)
  5. Select action to perform: Autosuggest chat
  6. Type custom autosuggest message
How can I create new rooms?

Create new custom rooms the following way:
Go from the giosg-console to:

  1. Wrench-button (Tools)
  2. Rooms
  3. Choose under custom rooms: Create new room
  4. Remember to add a domain for the new room (“connected domains” in room settings)
  5. Finally, create rules that guide the traffic to that specific room.

Usage & managing your account

How do I start chatting with the customers

To enable the chat on your web page, click on the START-button. After this the chat elements will be visible on your web-page.

What do the bubbles on the swimlane mean? What are the meanings of their colours and sizes?
  1. The bubbles on the swimlane represent your webpage visitors. These visitors move from left to right based on how active they are on the pages.
  2. As a default,the bubbles are all the same colour, however you can set the colours based on your preferences

Example: the visitors on a certain page can be set to show as bright red.

Can I re-open the chat with the same customer after I have just closed it?

After you have closed the window, the chat will be accessible for 20 seconds on the left of the giosg console view above the active users list. After this the visitor will return to the swimlane.

You can rejoin a closed chat from giosg-console:

  1. Click on magnifying glass-icon
  2. Choose the timestamp of the conversation you wish to rejoin
  3. Click on "rejoin chat" -button beneath the conversation log and you can continue chatting with the customer

Note: "Rejoin chat"-button is only available, if the customer is still on the pages.

Where can I check the latest chat conversations?

Click on the magnifying glass symbol on the right top corner of the giosg-console.

Here you can see your own latest chat conversations as well as the organization’s latest conversations (if allowed by manager users).

How can I turn on desktop notifications?

First check your profile settings:

  1. Go to profile settings by clicking on your picture (on the top right corner of the console)
  2. Preferences tab
  3. Ensure you have the notifications turned on

If the notifications are on, check your browser settings and make sure your browser allows pop-ups.

Instructions for different browsers:

What does the capacity below the START-button mean?

The capacity represents:

  1. How many autosuggest messages will be sent with your name depend on the capacity. The amount of autosuggests sent equals ten times the capacity.
  2. When you have reached the maximum amount of open conversations, no more autosuggest will be sent until some of the capacity is freed by ending one or more of the conversations (the maximum amount = capacity, for example: if your capacity is 5, you the maximum amount of open conversations before capacity is full at once is 5)
I forgot my password, what do I do?
  1. Click "Forgot password?" at the log-in page, and get a link to your email. By clicking on this link you will be able to create a new password for yourself.
  2. You will be re-directed to the log-in page where you can now log in normally

    Check also question: Why is the link in the sign-up mail from giosg is not working?

About giosg

Can I import analytics from giosg to other software and how?

Yes, you can! Go to:

  1. Wrench-button (Tools)
  2. Reports
  3. Exports
  4. If you have giosg ROOMS feature, select also which room you want to export statistics from (on the top right corner of the page)

Now select what you want to export & the preferred file format.

What are the differences between giosg analytics and Google analytics, and why are the numbers different?

Shortly, the methods of calculation we use in our analytics differ from GA.
The differences are mainly caused by the way we define the length of the session and by the security settings of the visitors' browsers. Differences can also be a result of delimitations made in GA.

How are the visitors recognized (based on what)?

The visitors are recognized based on the cookie information from the browser and the location is recognized based on the visitor’s IP-address.

How does giosg chat work for mobile visitors?

The chat button is on the bottom of the page, and the chat window will open in a new tab. You can edit the mobile chat button from the chat-button settings:

  1. Wheel-button (Settings)
  2. Domains
  3. Speech bubble icon (from the right side)
  4. Choose mobile chat button