Settings & Customizations
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Comm100 Live Chat Windowcan be fully customized by using your own CSS code. This allows you to deliver a consistent and professional image that resonates with your branding and website.
This article introduces typical examples of how you can customize t...
Comm100 Live Chat provides three types ofchat buttons:Adaptive,Image,andText Link. You can easily change the chat button from one type to another.
Adaptive
The adaptive chat button has interactive animations and adjusts automatically in size and layout ...
Chat Window is the window on which your visitors chat with your agents. It is fully customizable. You can tailor the window and make it match the style of your website.
Step by Step Instructions Log in to the Comm100 Control Panel.
In the left navigati...
A campaign is a set of configurations that define the style of yourchat buttonand visitor side windows. One campaign has its specific live chat code.
With Comm100 Live Chat, you can put a chat button onto multiple webpages by installing the same live ch...
Comm100 Live Chat Custom Variable uses HTML Document Object Model (DOM) or JavaScript variables to read your website's information. Now Custom Variable will also retrieve QueryString from URL which is not JavaScript based.
To utilize custom variables, y...
The Comm100's Agent Console is more powerful than you think. The Agent Console Extension allows you to add new custom tabs alongside the existing Info, Contact, Wrap-up, and other tabs, within the Live Chat and Ticketing Messaging area of the Console.
...
Acanned messageis a pre-defined message, usually created for greetings, frequently asked questions, and more. Using canned messages enables agents to save strength repetitively typing the same answers and thus improves chat efficiency.
Comm100 Live Chat...
When you set up conditions for Auto Invitation, Visitor Segmentation, Routing, and Dynamic Campaign, you can use Logical Operators ofAll,Any,orLogical Expressionto trigger rules.
Step by Step Instructions Select Use logic expressionfrom the drop-down li...
The Agent Console Extension allows you to extend the capability of the Agent Console by creating a custom tab for you to perform additional tasks, such as incorporating CRMs, Knowledge Bases, and more.
To create an additional custom tab, you will need t...
Comm100 Agent SSO allows your agents to have a single login across Comm100 and other applications. Once logged in, you can move swiftly between Comm100 and other applications without needing to log into separate accounts or remember multiple usernames a...
Post chat survey window is a window where visitors can leave evaluative comments and rate agents’ performance after chat. Post chat survey helps you gather clients’ feedback, evaluate employees’ performance and identify improvement opp...
Yes, you can hide the chat button when Live chat is offline.
With Comm100 Live Chat, you can hide thechat buttonwhen the live chat isoffline.
Step by Step Instructions Log in to your Comm100 Control Panel. Navigate to Live Chat Campaign. Select your ca...
Adepartmentrepresents a business unit in your organization with specific responsibilities. Departments help you assign incoming visitors to the most suitable agents. You can create multiple departments to group your agents according to their responsibil...
Offline Message windowis used for your website visitors to leave offline messages when the status of thechat buttonis offline. Visitors can also choose to leave offline messages if they don’t want to wait for agents to answer their chat requests.
...
Yes. Comm100 Live Chat supports chat queue. You can also have areport about your chat queue, showing how many queued visitors were served by agents, how many abandoned the queue, how many chose to leave offline messages, etc.
What’s Chat Queue?
Ch...
Comm100 Live Chat provides advanced chat routing features that allow you to efficiently route customers to designated departments or agents based on customer location, source, navigation history, and other system fields. You can also use the data captur...
Comm100 Agent SSO allows your agents to have a single login across Comm100 and other applications. You only need to log in once and can move swiftly between Comm100 and other applications without the need to log into separate accounts or remember multip...
Comm100 Live Chat offers the ability forchat transcriptsto be emailed to you automatically withAgent Wrap-Upcomments attached, as well as providing options for agents to attach wrap-up information manually to transcripts.
The Agent Wrap-Up form contains...
Canned Messagesare pre-defined messages in your account. For instance, a canned message might be an answer to a frequently asked question. During a chat, an agent can pick out canned messages and send them to the visitor, which helps the agent provide t...
A Pre-Chatwindowis where your visitors need to enter their information before initiating a chat request. It helps agents to know more about visitors before accepting their chats. You can customize the pre-chat window according to your needs.
By default,...
Visitors’ chat requests can beautomatically acceptedby your online agents. This frees your agents from manually accepting chats and your visitors don’t need to wait once they initiate chat requests.
Step by Step Instructions Log into the Co...
Visitor Segmentationenables you to divide your visitors into different segments based on pre-defined rules and keep operators informed of the visitors’ segments in real-time.
For example, you can create a visitor segment for the VIP clients and ha...
Net Promoter Score, orNPS, measures customer experience and predicts business growth. It can be used to collect visitor feedback and evaluate service performance. Comm100 includes NPS as a standard field type for Post-Chat Surveys. Adding NPS to your po...
A greeting message is a pre-defined welcome message which displays at the top of yourchat window.
Step by Step Instructions
1.Log in toComm100 Control Panel.
2. In the left navigation bar click the Live Chat tab. 3. In the Campaign drop-down menu select...
The Audio Video Chat feature in Comm100 Live Chat enables your agents and your customers to talk over chat at any time. The solution offers more efficient and effective communication, speeds up resolution time, and improves customer experiences for hig...
The Audio Video Chat in Comm100 is built upon the WebRTC communications protocols and application programming interfaces. Below are the supported browsers and platforms for both the agent and visitor sides.
Note:For visitors to initiate the audio and v...
With Comm100 Live Chat, website visitors can click thechat buttonto leaveoffline messageswhen no agents are online.
Please follow the instructions to set up the emails to receive your offline messages.
Set Up in Campaign Log in toyour Comm100 account.
F...
With Comm100 Live Chat, you can automatically invite visitors to chat with you based on thepre-defined rules. This not only frees you from manually identifying target visitors and sending invitations but also ensures that no target visitors are missed.
...
Co-browsing allows you to view and access your visitor’s web browser in real-time. You can instantlysee and control the visitor’s screenand resolve their queries effectively. It helps to facilitate faster resolution in complex ortechnical sc...
The built-in Google Translate integration helps you automatically translate chat messages to and from a visitor who speaks a different language.
Please note that the feature is not available in our Team edition.
Enable Auto Translation Log into your Com...
Issue you are experiencing:
Agents are not getting offline messages in their email inbox. How do I resolve it?
Potential Causes: The email address specified in Comm100 is different from the email inbox you are checking.
You are trying to have an offline...
Every day, your agents type out hundreds of messages to customers in need. What if you could introduce a tool to help save the customer’s day just a little easier?
If used effectively, canned messages can help revolutionize your support team&rsqu...
Thedefault display languageof chat buttons and the visitor side windows in Comm100 Live Chat is English. We also provide pre-defined button images and the visitor side interface text inSimplified Chinese,Spanish,Japanese,Russian,Portuguese,French,German...
Agent Console settings are where you can adjust the way your chat experience works. You can set up shortcuts, notifications, configure an automated greeting, switch on the auto-translation feature, and more. There are also some admin-level features for ...
Comm100 Live Chat allows you to createMultiple Campaigns, each of which has their own dedicated chat style and settings. For each campaign, you can customize its chat buttons, pre-chat surveys, chat windows, routing rules, etc. All you need to do is to ...
At Comm100, we provide multiple sound notifications for new visitors, new chats, new responses, chat ended, transferring chat, agent message, and exception.
You can customize these sound notifications in yourAgent Consolewindow.
Step by Step Instruction...
You can now import canned responses in bulk instead of writing them one by one. We also support exporting them if required. This article will demonstrate how to do both:
Import Canned Messages
1. Log In to Comm100 Control Panel.
2. In the left navigatio...
If you forget your password, you can reset the password at the User Sign In page.
Step by Step Instructions
To reset your password, follow these steps: Visit the Comm100 User Sign In page.
Click theForgot your passwordlink.
Enter your email address and...
Comm100Chat Buttonis fully customizable. You can also customize the chat button that is used on mobile devices. This helps create a consistent experience across your website – whether it’s viewed on mobile or desktop.
Step by Step Instructio...
Comm100 Live Chat offers the ability for agents to attach Chat Wrap-Upcomments, as well as categorizing the chats to what you see fit for your business.
The Agent Wrap-Up form contains different fields that allow agents to categorize and comment on chat...
The Shift feature of Comm100 Live Chat makes it easy for you to stay online and on time for your customers. You can quickly build and maintain live chat agent schedules, create multiple shifts per agent and department, and keep your team organized and c...
Comm100Chat Windowis fully customizable. It also allows you to remove the Powered by Comm100 text from your chat window to reinforce your branding and create a clean look for your live chat.
To remove the text, you can either use your own CSS code to cu...
As an agent,it iseasy foryouto startaccepting chatswith Comm100 Live Chat.Before you can start accepting chats,yoursystem admin needstogetthe live chat code and then paste the code onto your website.To learn more on how to install theComm100 Live Chat,s...
Comm100 Live Chat supports using your image as the chat button image or choosing from our Gallery Images.
Step by Step Instructions Log in toyour Comm100 account.
From the left navigation menu, select your Campaign.
Go to Chat Button, and select the Ima...
Comm100 Live Chat allows your agents toaccept chats automatically. When all agents have reached their maximum concurrent chats, new visitor chat requests will enter a queue sequentially until an agent becomes available.
To enable the Chat Queue,Auto Dis...
You can set up a pre-defined and personalized message which is sent to the visitor once a chat is started. Each agent can customize their own auto greeting message.
Step by Step Instructions Log into Comm100 Agent Console.
Go to Preferences, and select ...
With Comm100 Live Chat, yourchat transcriptsare saved in your Comm100 account. You can also send them to preferred email addresses.
Step by Step Instructions Log in toyour Comm100 account.
From the left navigation menu, go to Live Chat and select a camp...
Yes, you can use Comm100 Live Chat on multiple websites simultaneously with one account. All you need to do is copy the code and then paste it onto the websites. For how to get your live chat code, seethis article.
For how to paste the live chat code on...
Yes. You can put multiple chat buttons on the same web page.
Comm100 provides a specified code for extra chat buttons. If you want to install an extra chat button on the web page where one or more chat buttons are already being used, you need to get the...
Chat Windowis used by visitors to chat with your customer service representatives. You can customize the chat window to match the style of your website.
There are two types of Chat Window: Embedded Chat Window -Visitors can directly chat with agents on...
With the manual invitation feature, you can invite a visitor to your website to chat with you. You can customize the invitation by pre-defining a personalized message sent along with the invitation.
Step by Step Instructions Log in to your Comm100 cont...
You can bind achat buttonwith a defined agent. After that, the chat requests from this chat button will beroutedto the specific agent/departmentautomatically. This is helpful if you want to set up a dedicated chat button for a certain agent.
Step by St...
If you are a Site Administrator or have permission to manage agents, you can delete an existing agent from your Comm100 account.
Step by Step Instructions Log in to the Comm100 Control Panel.
Click thePeopledrop-down in the Global Settings.
In the agent...
Instead of using theoffline message windowprovided by Comm100, you may redirect your visitors to your own page when your button is in offline status.
Step by Step Instructions Log in toyour Comm100 account.
From the left navigation menu, go to Live Chat...
In most situations, no.
Comm100 Live Chat is updated automatically. You can directly use the new features added to the updated version without re-pasting your live chat code. If it is required to update the live chat code for any reason, we will notify ...
Yes.To change the text font (for example, color, size, family, and more) of your chat link (achat buttonwithText Link type), you need to manually modify your live chat code before you paste it onto your website.
Followed is a sample about how to modify ...
Introduction
Your customers want quality resolutions fast. When they enter your live chat queues, they have expectations about the length and quality of their wait that can make or break their customer experience. But according to the 2014 Global Custo...
If you have attempted to pay with CC through our billing payment processor and you have received the following error: Do Not Honor.
This means the financial institution or the CC issuer bank did pass this error to the payment process and for this reason...
Offline Message Windowis used for your website visitors to leave offline messages when the status of thechat buttonis offline Visitors can also choose to leave offline messages if they don’t want to wait for agents to answer their chat requests.
A...
An Audit Log is a log of agent activities. It records all important performed actions in your Comm100 modules.
Step by Step Instructions Log in toComm100 Control Panel.
From the left navigation menu, go toGlobal Settings Security Audit Log.
Adjust the...
Comm100 allows you to add your agents’ Title and Bio information and have them display in the Header of the Chat Window. It provides a quick overview of agents’ job responsibilities, level of job, experience, or expertise, and more, which he...
Overview
Comm100 Agent SSO (Single Sign-On) allows your agents to have a single login across Comm100 and other applications. You only need to log in once to move securely between Comm100 and other applications without the need to log into separate accou...
You can add new fields in thePre-Chat windowto collect the information you need from visitors.
Step by Step Instructions Log in to Comm100 Control Panel.
From the left navigation menu, go to Live Chat Campaign.
Select aCampaign from the drop-down menu, ...
Yes, you can put your own branding image (logo) in the visitor side window includingChat Window,Offline Message Window,andPre-Chat Window. Chat Windowis used by visitors to chat with your customer service representatives.
Offline Message Windowis used f...
With Comm100 Live Chatintegration with Facebook, visitors now can click the Facebook icon in thePre-Chat windowto sign in without filling out the pre-chat form. Note: If a visitor initiates a chat signing in with social media account, a Facebook icon wi...
Comm100 Live Chat supports using your own image or choosing an image from the gallery.
Step by Step Instructions Log in to your Comm100 Control Panel.
From the left navigation menu, go toLive Chat Campaign.
Select a campaign from the drop-down list, an...
With Comm100 Live Chat, you can automatically invite visitors to chat with you based on pre-defined rules. However, in some scenarios, you might only want to target visitors accessing your desktop websites and remove auto-invitation capabilities for vis...
Yes, Comm100 Live Chat fully supports Arabic or Hebrew on the visitor side. You just need to modify the language to enter your interface text in Arabic or Hebrew.
Step by Step Instructions Log in toyour Comm100 account.
From the left navigation menu, go...
Yes, Comm100 supports multi-agents.
Comm100 Live Chat allows you tocollaborate with other agentsduring a chat session. You can add unlimited agents into an account and have multiple support representatives to take care of the live chat service.
To learn...
You can set a time range and query your detailed balance history of a certain period or time.
Step by Step Instructions Log in to the Comm100 Control Panel. Go to Global Settings, click BillingHistory under Billing. Adjust the time range to view your ba...
Comm100’sSocial MediaRouting allows you to efficiently route visitor’s social media queries to designated departments or agents based on predefined conditions. This ensures that your visitor’s messages are always directed to the right ...
Chat Group Tagsare a useful feature for clients with differently branded websites. Adding Chat Group Tags to your live chat code means that if a visitor chats on one of your websites and later initiates another chat on a different website, Comm100 will ...
We have taken the necessary steps to ensure that our policies and procedures for data handling meet HIPAA standards. If you need a HIPAA compliant service, first, contact us for the account setup. Once we set up the account, you will then have to config...
Yes, you can get a sound alert when there are new visitors landing on your webpages pasted with the Comm100 Live Chat code. The sound alert can be customized in yourAgent Consolewindow.
Step by Step Instructions Log in to your Comm100 Agent Console.
Go...
Yes, you can customize the order of the columns in Agent Console, where you doreal-time monitoringand chatting.
Step by Step Instructions Log in to Comm100 Agent Console.
Go toPreferences and clickLive Chat.
Select the Visitor Columns tab.
Move the col...
Yes, Comm100 Live Chat supports changing the interface text of your visitor side windows includingPre-Chat Window,Chat Window,Post-Chat Window,andOffline Message Window. You can eitherchange the text to a different languageor re-define it for different ...
While you are chatting with a customer, it often happens that you wait for a long time for the customer to send a new response.
With Comm100 Live Chat, you have the option to automatically stop the chat if a customer has been inactive for a predefined p...
Problem
I have pasted the live chat code onto my website. However, when I open my website, I cannot see thechat buttonimage. Why?
Cause Do you use the Text Linkchat button, but you remove theText Contentsomehow? If you don’t define any Text Conten...
Comm100 provides three types ofchat button:Adaptive,Image,andText link.
A chat button of theText linktype shows as a text hyperlink on your web pages. Your website visitors can click the text link to initiate a chat with you.
If you want to use the text...
With Comm100 Ticketing Messaging, you can create multiple filters/views to quickly locate certain tickets based on predefined conditions. The views help you narrow down the tickets in your ticketing system and only display the tickets which require you...
After you integrate Comm100 Live Chat with Comm100 Ticketing System, your agents can manually convert a chat to a new ticket or attach the chat to an existing ticket in the Live ChatAgent Consolewindow.
The integration eliminates time-consuming switchin...
When your live chat is offline, your clients can click thechat buttonandleave messages. These messages are stored on Comm100 sever and can be queried. Thus you can follow up the inquiries without missing any chance to communicate with your clients. Ther...