Giosg Live Chat Manual - Vooler

Manual for Vooler in Giosg Live Chat

On this page you will find the “Install Guide” and “Agent Manual” for the “Vooler Video Chat for Giosg Live Chat” service. If you cannot find any answers for your issue, do not hesitate to contact us.

Install guide » Agent manual »

1. Preparing for the installation

Vooler app installation is done by the customer in giosg.com Live Chat settings, like with all Giosg apps. The installation is done once for the entire organisation and it will be available to all agents (customer service staff).

Requirements for the installation:

  1. You have ordered the “Vooler Video Chat for giosg.com Live Chat” service from Vooler.
  2. Vooler and giosg.com have enabled the app for your organisation and confirmed it by email.
  3. We recommend booking our remote installation with Vooler.

2. Installing the Vooler app

1. Open ”Settings” from the top of the Giosg console
2. Open the ”Apps” tab from the left
3. Press the ”Install” button below the Vooler Video Chat app

If the Vooler Video Chat app is not visible, please contact support.

Vooler - Giosg Manual
Picture 1. Giosg settings, “Apps” tab

 

4. Accept the terms of service to install the app

Tick the box for accepting the terms of service, and click ”Install and setup”

Vooler - Giosg Manual
Picture 2. Giosg settings, Vooler installation

5. Contact Vooler support to activate your installation.

Vooler will not be fully functional yet. Please contact our support (Vooler Support) after the above steps are completed, so that we can complete the installation.

2. Giosg rule creation

In the Giosg settings, a “rule” must be created. This rule executes a piece of JavaScript code on your website, which loads the Vooler app into the visitor’s chat window. This will always load the newest version of the app.

1. Open ”Settings” from the top of the Giosg console
2. Open the ”Rules” tab from the left
3. Click the ”Create new rule” button under the ”Rules for all rooms” heading

Vooler - Giosg Manual
Picture 3. Giosg settings, “Rules” tab

 

4. Set the rule’s name to ”Vooler Video Chat visitor script”

5. Enable the rule with the ”ON / OFF” switch

6. From the ”Perform this action” drop-down, select ”Run a custom JavaScript”

Vooler - Giosg Manual
Picture 4. Giosg settings, rule creation

If ”Run a custom JavaScript” is not available, please contact Giosg customer service and request enabling this type of rule (“Run a custom JavaScript”)


7. Copy the below code into the ”Code” text box

// Load Vooler Video Chat visitor script 
var script = document.createElement("script");
script.type = "text/javascript";
script.src = "https://giosg.vooler.tv/visitor/latest/visitor-script.js";
var head = document.head || document.getElementsByTagName("head")[0];
head.appendChild(script);

 

8. Press the ”Save” button

Vooler - Giosg Manual
Picture 5. Giosg settings, JavaScript code

If the ”Save” button is not working, please contact Giosg customer support and request allowing this type of rule (“Run a custom JavaScript”)

 

Agent manual

  1. Setup options
  2. Functionality
  3. Vooler in the Giosg console
  4. Chat interface

1. INTRODUCTION

Welcome to using Vooler Video Chat with your web page visitors. Vooler works on top of giosg.com Live Chat. As a customer service agent, it gives you the option to make a quick voice / video call with the visitor in your live chat.

Supported Browsers

Agent: Desktop Chrome

Visitor: Desktop Chrome, Firefox and Edge as well as mobile Android Chrome and iOS Safari

Functionality

Below is a list of all of the buttons available in the app (some of these are contextual, and may not be visible always.

Start call

Video enabled

Microphone enabled

Camera switch

switch between video cameras / sources

Fullscreen

Screen sharing

2. How to make a call in the Giosg console

1. Agree to make a video call with the visitor by using chat messages:

Option 1: Make a chat message template in giosg,
e.g. “Should we take a video call and see how we could help?”
Option 2: Add following “Autosuggest message” in giosg settings:
“How may I help you? Do you want to have a video or voice call with me?”
(Settings -> Rooms -> <your room> -> Autosuggest message)

2. Open Vooler Video Chat to start a new video call

Click Vooler Video Chat icon on the right side of the chat window and the video call starts automatically.
(If you cannot see it, open it by clicking “>” at top right of the actual visitor’s chat window)

Picture 3. Giosg console

Note: If Vooler Video Chat is not visible in the list of apps, please contact Vooler or Giosg customer support

3. The visitor can now join your video or voice call

After you’ve opened the Vooler Video Chat app, the app list will be replaced with the app window. At this stage, the visitor will be able to join the video or audio chat.

The visitor may need you help to answer your call. The visitor has to allow the use of the camera and microphone as follows:

  1. Visitor clicks the “allow” button when the Vooler modal asks to join the call.
  2. The visitor’s browser may ask the visitor to allow camera and microphone.
  3. The default mode is voice call only until the visitor clicks the red camera icon.

Picture 4. Visitor’s view (iPhone) of the Vooler app when joining a new video call

Chat interface

1. Mute / unmute the microphone

The green border around the button will change in size when the microphone is working and transmitting audio. This makes it easy to see when your own microphone is functional.

2. Enable / disable your own video camera
3. Show / hide your own video view
4. Screen sharing
5. Fullscreen

In the fullscreen mode the customer service agent will still get notifications of new chat requests. If there is a new video or text chat message, a corresponding icon will appear on the top of the screen.

6. Switch video source

This button allows you to switch between video sources, like the front and back facing cameras of a smartphone. The button will not be visible if only one video source has been detected.

7. Mute / unmute incoming audio

The green border around the button will change in size when the other person is speaking. If the border is visible, but no audio can be heard, please check your audio output settings.

8. End the call


Picture 5. Giosg console (left) and the visitors view (right) of the call