FAQ

Looking for a quick answer? Browse through the help topics below.

Product and platform:

  • Q:Does Toonimo support all browsers?
    A:Yes! Toonimo is compatible with all modern browsers, including Chrome, Firefox, Safari, Edge, and Internet Explorer (IE) version 9 and up.

    • Q:Does Toonimo’s audio-visual walkthrough start to play automatically?
      A:You can choose to play the solution automatically or have it initiated by your users. The walkthrough can start playing by clicking on a play button or as a trigger based on your users' behavior, such as a specific amount of time they have been on a page, the number of times they click on a page, and more.

    • Q:How do I access the editor?
      A:Upon completion of the registration process, we will start the deployment process and provide you with your details to your personal dashboard.

    • Q:Which languages are included in your audio walkthroughs?
      A:Toonimo can play audio in ANY language. It can also trigger the appropriate language audio based on the geographic region your website users are coming from.

    • Q:Can I record or upload my own voice file in the audio walkthroughs?
      A:Yes, you can upload a voice file with your own voice-over artist.

    • Q:Is it real voice or text to speech?
      A:We record all audio with professional voice talents to ensure a friendly and inviting experience on your website.

    • Q:How often can I update the voice script?
      A:Scripts can be periodically changed and we encourage trying different scripts to find the optimal setup. Audio scripts take up to 2 days to complete, therefore we would request no more than a few changes per month for existing deployments and walkthroughs.

    • Q:Can I add or edit scripts?
      A:You are able to submit change requests for voice scripts through the client dashboard. The corresponding request will then be sent to your Customer Success manager, who will, in turn, execute and upload the changes in your voice script. For customers with large numbers of walkthroughs, we provide a fully managed service which allows us to schedule and program changes on a regular basis.


    • Q:Does Toonimo offer an analytics dashboard?
      A:Toonimo offers a whole analytics suite including A/B testing capabilities, and an analytics dashboard to show the results and effectiveness of each walkthrough.

Technical:

    • Q:How long is the deployment process?
      A:The deployment of Toonimo depends on the complexity of the use cases. For a simple deployment of 1-2 use cases, the end-to-end deployment usually takes between 2-3 days to generate the voice assets; Larger deployments typically take a little longer.

    • Q:How long does it take to implement?
      A:The implementation itself only takes seconds; All you need to do is copy and paste a single JavaScript codeline into your web page.

    • Q:Where should the codeline be placed?
      A:Toonimo’s codeline should be pasted into all your website’s webpages or in a “template footer” coding section so we can properly measure metrics, such as bounce rate. The codeline can also be placed immediately before the closing "" tag, just like Google Analytics.

    • Q:Do you offer on-premise installations?
      A:Toonimo's standard offering is SaaS, however, we do provide on-premise deployments in a few available configurations.

    • Q:Does Toonimo affect the loading time of the page?
      A:We provide a generic code for all pages. The code is around 100KB and comes with three configurable server-side load settings which lets you choose when it will load. The audio elements are downloaded via smart buffering and we only load the elements in a conversation string. Graphical elements like arrows, circles, and lines are very light and should not affect the page loading time.

    • Q:In case Toonimo loads asynchronously, by how much time does it delay the load of the page?
      A:Assuming Toonimo’s snippet is placed at the end of the body, the page load will not be delayed at all since Toonimo loads only after all of the resources start loading. Only some images/videos or other large resources may be delayed if they haven't finished loading by the time Toonimo starts loading in parallel. In that case, the delay may be milliseconds-seconds depending on the network of the device.

    • Q:In case Toonimo loads only after the pages are loaded – how long does it take to load Toonimo’s codeline (if no one hits play)?
      A:It depends on the device, current network bandwidth, and geographic location used (Toonimo uses CDN but it still may vary). On a PC with a good internet connection, the average load time for a trigger button is about 500ms-1000ms. When loading the page on the second time, the files are already saved in cache and the average load time is 200ms-300ms.

    • Q:After Toonimo is already loaded – how long does it take to load the walkthrough when someone hits our trigger?
      A:The walkthrough is loaded immediately when the codeline is loaded. Once the walkthrough is loaded and the trigger button is shown, Toonimo starts buffering all the relevant sounds for the page. Each sound is ready to be played after an average of 150ms on a PC with a good internet connection. On a PC with a good internet connection, a 1-minute sound is loaded within 1.5 seconds on average. On a smartphone with a good 3G internet connection, a sound is ready to be played after 2-5 seconds on average.

    • Q:If there are 5 different walkthroughs on the page – Will it load them all? What about walkthroughs in the search menu?
      A:All the walkthroughs that can be played on the page are loaded together once the page loads. The walkthroughs that are shown within the search menu are not pre-loaded; Only the walkthrough titles are shown.

    • Q:What is the file size of Toonimo's first codeline return?
      A:The first snippet is split into 3 requests of 193KB + 5KB + 5KB (gzip encoding) = ~200KB. There are other resources that are loaded after the codeline is ready to run the walkthrough, such as audio walkthrough (1MB for 1-minute), visual effects (~6KB for each different effect), and specific js templates (7KB for a standard player).

    • Q:Does Toonimo support SSL and behind login pages?
      A:Toonimo supports both HTTPS and HTTP web protocols and behind login pages.
    • Q:Can Toonimo identify web page changes and how does it adapt to such changes?
      A:The comprehensive solution offered by Toonimo certainly takes web page changes into account. The software has been designed to gather the requisite number of identifiers for each element that is highlighted. As soon as a page has been changed, Toonimo will begin evaluating the page for identical elements. The technical indicators include stronger HTML identifiers such as ID attributes, unique class attributes, position on the page, and so forth. If the element is deemed to be the same element, Toonimo will regard it as the same object.

      In the event of dramatic changes to certain web pages, customers may be required to update the Toonimo walkthrough. Alternatively, Toonimo’s Customer Success managers are more than happy to manage the process for clients – no questions asked. In all cases, clients will be notified if a walkthrough has been disrupted. A broken walkthrough is characterized by missing elements, and both clients and Customer Success managers will be able to view these errors on their private Toonimo dashboard.

Implementing Toonimo on a CMS or e-commerce platform:

    • Q:How do I implement Toonimo if I use Magento?
      A:Download the extension here: link Within your Magento account, follow the in-site instructions to add the Toonimo snippet into the extension.

    • Q:How do I implement Toonimo if I use Wordpress?
      A:Download Toonimo plug-in here: link Activate the plug-in, then follow the instructions to add the Toonimo snippet into the plug-in.

    • Q:How do I implement if I use Joomla?
      A:Get Toonimo extension here: link From the backend of your Joomla site (administration), select Extensions -> Install/Uninstall. Click the Browse button and select the extension package on your local machine. Click the Upload File & Install button. Follow instructions to add Toonimo snippet into the extension.

    • Q:How do I implement Toonimo if I use Drupal?
      A:Download Toonimo plug-in for Drupal here: link Use this plug-in if you want to add the Toonimo code snippet to pages created with Drupal.

Have more questions? We would love to answer any questions you may have - please contact us at info@toonimo.com.