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GETTING STARTED

Installation
Optimal configuration
Problems ?

CONVERSATIONS

Manage conversations
Text editor
Rich messages
Built-in messages
Attachments
More information

GETTING STARTED

Installing GAUFIRE Cloud Support

To display the chat on your website go to https://app.gaufire.com/account/?tab=installation and copy the embed code, then paste it into your website pages. If you are using WordPress, you can download the GAUFIRE Cloud Support plugin.

Requirements

Your web project must support HTML and PHP, and pages containing the chat must be opened via a web browser.
You cannot display the chat on a HTML page opened directly on a local computer. Use a local server like Xampp instead.
JQuery 1.1+
PHP 7.4+
In your server settings, CURL, ZIP ARCHIVE, must be enabled and working correctly.
Read and write file permissions must be granted for the GAUFIRE uploads, resources/language and apps folders. Support Board must be able to save and read the files in these folders.

Optimal configuration

GAUFIRE is a powerful tool, but its abundance of features can pose a challenge when it comes to quick setup. To streamline the process, we provide a list of the most commonly used features that we advise setting up. By incorporating all these features, you will have access to the most essential and beneficial functionalities.
Activate email notifications from Settings > Notifications. Make sure to activate the following options: Agent email notifications, Sounds admin > Incoming conversations and messages, and Push notifications. For more information on how notifications work, you can click here.
Configure the SMTP server under Settings > Notifications > SMTP. Afterwards, test the email feature by sending a trial email from Settings > Notifications > Send an agent email notifcation. In our Cloud Support service the SMTP is already activated, but you may want to use your own anyway.
Navigate to Settings > Messages and set up the follow-up message and offline message.
Navigate to Settings > Miscellaneous > Performance optimization and turn off any features that are not being used.
In case you are utilizing the chatbot, make sure to check out the optimal configuration here.
If you are facing difficulties in synchronizing services like Google or WhatsApp, our team can help you by configuring them. For further information, please visit our hire us page. By utilizing your personal accounts such as Google or Facebook, you can enjoy free credits, free quotas, and significantly lower costs compared to other chat services. Additionally, you will have full control and transparency over your data and expenses.

Having Problems?

If you're having any issues at all, please contact our support team via the chat widget on right of this page. Before contacting us, please make sure that your server has all the requirements listed above.

Blank screen when accessing the admin area

This can be caused by the browser cache. Please delete the cache and login again.

Blocking zoom on iOS devices

When using the chat on iPhones the textarea is automatically zoomed when the user's start typing a new message. To stop the zoom Enter the code below into the area of all the pages that include the chat.

<meta name="viewport" content="width=device-width, initial-scale=1, maximum-scale=1.0, user-scalable=no" />

Chat widget not displaying

The chat may not be showing due to the following reasons.
You cannot see and test the chat as a user if you're logged-into the admin area. To test the chat as a user, please log out of your admin account or from WordPress. Alternatively, you can use another browser window in "private" or "incognito" mode. Additionally, you can force a logout by executing the SBF.reset() function in the browser console.
You may not see the chat because you have disabled it in the settings area. To fix this, visit the settings section and deselect all options related to that: Chat > Manual initialization, Chat > Login initialization, Chat > Hide chat outside of office hours.
You're trying to access the chat from a domain, or subdomain, different from the one of the installation. Details here.

Conversations are not visible to administrators or agents

The conversations may not be showing due to the following reasons.
The agent has been given a department, yet the conversations have not been assigned to that specific department.
One or more of the following settings have been activated: Miscellaneous > Routing, Miscellaneous > Queue, Miscellaneous > Hide conversations of other agents
You are using the chatbot and the setting Artificial Intelligence > Human takeover has been activated.

CONVERSATIONS

Manage Conversations

Conversations have a total of four different statuses: mark as read, archive, delete and restore. You can manage the status of a conversation by opening it in the conversations area and then clicking any of the corresponding icon buttons in the top right of the conversation window.

Search for conversations

You can for conversations by department ID, assigned agent ID, conversation title, conversation ID, message text, message attachments name, user first name, user last name, user email

Information

When you empty the trash, all the conversations in the trash are permanently deleted.
When a user sends a new message to an archived or trashed conversation, the conversation is automatically restored and will now be visible in the Inbox area.
Trashed conversations are deleted automatically after 30 days.
When a user is deleted, all the conversations and messages are permanently deleted too.
An agent can delete their messages by opening the message menu and clicking Delete. The message menu becomes visible when you hover the mouse cursor over the message.

Text Editor and Automated Messages Features

The text editor of the admin area and automated messages(example: welcome and subscribe messages) can be used to create stylized messages:
Links formatting — All text links are automatically converted to clickable hyperlinks.
Text formatting — The editor also supports text formatting syntax:
  • To make text bold, surround it with *: *your text*.
  • To make text italic, surround it with __: __your text__.
  • To make text strikethrough, surround it with ~: ~your text~.
  • To insert a single-line code comment, surround it with`: `your text`.
  • To insert a code block, surround it with ```: ```your text```.
HTML and other code languages — For security reasons, no HTML, JavaScript (JS), or other code languages are permitted. However, you can use HTML snippets by utilizing custom rich messages (discussed below).
To insert a line break into a message, use the keyboard combination SHIFT + ENTER or CTRL + ENTER.

Merge fields

Merge fields are strings replaced by external values when used. Merge fields can be used in any message or automated message, including chatbot messages.