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Help for customer service agents

Getting Started

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The link is valid for 48 hours for security reasons. After that, you can contact giosg support to get a new link. You can reach us at or through our chat.


Profile settings: How to change the name visible to visitors?

If you don't want customers to see your real name you can add an alias that will be shown instead. Your real name will still be visible to your coworkers. You can change your alias in your profile settings. The profile settings are located on the top-right corner of the giosg console. 

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Profile settings: Adding a profile picture

An agent's profile picture is shown to visitors in the chats after you join the chat conversation. To change this image go to your profile settings and click the grey circle and select a new file to upload. Click save and close.

Note: The profile picture's aspect ratio should be 1:1. Recommended size is 100x100 pixels. 

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Profile settings: Desktop notifications

To enable desktop notifications:

  1. Go to your profile settings 
  2. Preferences tab
  3. Turn desktop notifications on

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If the notifications are on and you can't see them, check your browser settings and make sure your browser allows pop-ups.

Instructions for different browsers:


Profile settings: Sound settings

To enable sound notifications:

  1. Go to your profile settings
  2. Preferences tab

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Choose a sound from the drop-down bar. If you enable the field “play continuously until mouse moves”, the sound notification will not be silenced before you move to giosg console.

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Start chatting

To enable the chat on your web page, click on the START-button. Once it is enabled the chat elements will be visible on your web-page, and a visitor can start a chat with you. Check out our user videos and user guide for more information!


Bubbles on the swimlane

The bubbles on the swimlane represent your web-page visitors in real-time. These visitors move from left to right accordingly to how active they are on the pages. By default the bubbles are all the same colour, but your manager users can set different colours based giosg RULES. For example, visitors on a certain page can be set to show as bright red.

Different icons on the bubbles:

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Chat conversation history

Click on the clock icon on the upper right corner of the giosg-console.

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In history tab you can see your own recent conversations as well as the whole organization’s recent conversations (if allowed by manager users).

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Re-opening a chat conversation

After you have closed a chat window, the chat will be accessible for 20 seconds on the left side of the giosg console above the active users list. After this, the visitor will return to the swimlane.
You can rejoin a closed chat through chat history.

  1. Click on the clock icon in the upper right corner
  2. Choose the timestamp of the conversation you wish to rejoin
  3. Click "rejoin chat" -button beneath the chat log and you can continue chatting with the customer
Note: The "rejoin chat" button will only appear to agent’s own chats.

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How to regoin a chat conversation.gif

Open unique visitors' previous chats

 When you are having a chat with a unique visitor, it is possible to open the previous chats your company has had with them. In order to do this, the chat window should be open with a particular visitor, then follow these instructions:

  1. Open the left side panel of the chat window
  2. On the top right side of the panel it will say "Chats" and a number below, click on "Chats" (6)


Capacity below the start-button

The purpose of the capacity is to regulate the proactiveness (the auto-suggest messages) of the chat, not the chat button. This is how it works:

  1. The capacity will regulate how many autosuggest messages will be sent under your name.
  2. Example: if you have set the capacity to three, this will equal 30 auto-suggest messages sent in your name.
  3. When your capacity is full, no more autosuggest messages will be sent under your name until some of the capacity is freed by:
    1. Ending chat conversations
    2. Visitors prompted with auto-suggests leave your domain

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NOTE: If you are still online when your capacity gets full, customers can still start new chat conversations. The system just won't be sending any more proactive messages on your behalf until some of the capacity is freed again. If you don’t want to get anymore new chats, click the stop button and you will be set offline. This will not affect current conversations.


Forgotten password

  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 with your new password.

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

Canned answers

To use canned answers for frequently asked questions, you can add through the chat window. The feature can be enabled by typing exclamation mark ("!") in the chat dialogue input field. Answers can be navigated with either mouse or arrow keys. An answer is copied in the message field with a click or by pressing enter.

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Tagging conversations

Tags can be used for categorizing conversations. As a chat user, you can choose a suitable tag(s) to any conversation in order to keep better track of what the conversations concern. The manager users are able to manage tags. 

Follow these instructions to add a tag during a chat conversation:

  1. Inside the text field of the chat window type a hashtag "#" to open all available tags
  2. Click on the suitable tag(s) for the conversation

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How to add a tag to a most recent closed chat 

In the case that the tag was not added to the conversation during the chat, it is possible to add a tag after you have closed it. 

To add a tag after a chat conversation has been closed:

  1. Click on the “clock” icon (top right corner)
  2. Search for the chat (by date), click on the date
  3. Click on “Edit tags”
  4. Add the appropriate tag to that conversation.

Add a tag to a recently closed chat


Deleting visitor data

Chat agents can delete visitor data from the chat window. The data that can be deleted is mostly based on cookies, and it includes chat messages sent by visitor and all other visitor identifying data. All manager users will receive an email notification each time visitor data has been deleted from a visitor.

Here's how you can delete visitor data:

  1. Click on the right side menu from an active chat window and select "Delete visitor data.

Delete visitor data

     2. Confirm the deletion by clicking on "Delete"

Confirm delete visitor data


Visitor data

It is possible to find online visitor data in real-time in two ways. The first is simply by placing your cursor on top of the bubbles in the swimlane (main giosg view). The second is by opening the chat window with an online visitor, on the top left side there is an arrow, clicking on this will open an extra panel on the chat window with all of that unique visitors data.


Here is a list of all the default visitor data:

  • Number of visits
  • Time on site
  • Previous chats 
  • Room the visitor is in (domain or room)
  • Visitor's company
  • Current page
  • Last 3 pages
  • How they entered your domain 
  • Location
  • Language
  • Device resolution
  • IP Address
  • Browser
  • Operating system
  • Internet Service Provider
  • Device type (how to see the device type)