Settings & Customizations
92
New Adaptive Chat Button - Comm100 Pre-X Platform
Comm100 has launched a new design for our adaptive chat button.As part of Comm100’s continued growth, we are beginning to update our brand to match our platform’s evolution. The first step is a new design for our adaptive chat button. The ch...
New Adaptive Chat Button - Comm100 X Platform
As part ofimproving our product based on yourfeedback, we have decided to update our current adaptive chat button with a new, more user-friendly design. Note: If you are on an Enterprise plan, you will have the option to upload your own design to use as...
What’s Custom Variable and how to set it up?
Comm100 Live Chat Custom Variable uses HTML Document Object Model (DOM) or JavaScript variables to read the information on your website. Now Custom Variable will also retrieve QueryString from URL which is not JavaScript based. To utilize custom variabl...
How to Customize Your Chat Window with CSS Code
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 about how you can customiz...
What’s Campaign and how can I benefit from Multiple Campaigns?
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...
How can I customize my Chat Window?
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 into your Comm100 account. Find Chat Window under theC...
How to manage live chat canned messages?
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...
Can I automatically send a pre-defined message after a chat request is accepted?
Yes. 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 his/her own auto greeting message. Step by Step Instructions 1. Log into to Comm100 Agent Console. 2.ClickPreference...
Understanding Routing Rules and How to Route Visitors to a Specified Agent or Department?
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 capture...
Manage Individual Agent Permissions
When the Comm100 agent is created, there are Role Permissions and Individual Permissions to be granted. Role Permissions are based on Roles granted by your account administrator, which can be customized during agent creation. However, the Individual Per...
What are the three types of Comm100 chat buttons?
Comm100 Live Chat provides three types of chat button:Adaptive, Image,and Text 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 lay...
How to accept chat requests automatically?
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 intoyour Com...
How to use Auto Translation?
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 intoyour Comm...
How to set Logical Expression?
When you set up conditions for Auto Invitation, Visitor Segmentation, Routing and Dynamic Campaign, you can use Logical Operators ofAll,AnyorLogical Expressionto trigger rules. Step by Step Instructions 1. SelectLogical Expressionfrom the drop-down list...
How to bind a chat button with a specified agent or department?
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 Ste...
How to configure the Agent Console Settings?
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 ...
Can I automatically invite a visitor to chat with me?
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. ...
How to cancel my Comm100 account?
To cancel your Comm100 account, you must be an account Administrator. Upon cancellation, you won’t be able to sign in to the Comm100 service and products you’ve been using. So before you close your account, take the time to tie up loose ends...
How to change my payment information?
Step by Step Instructions Log in to your Comm100 account. Go to the Billing Info menu under Global Settingsmodule. Click the Change button to update your General Info and Payment Info. For the Payment Info, you can change the payment method to Credit...
Can I hide the chat button when Live Chat is offline?
Yes. With Comm100 Live Chat, you can hide thechat buttonwhen the live chat isoffline. Step by Step Instructions Log in to your Comm100 account. ClickCampaignon the left main menu. ClickChat Buttonand select the campaign you use on the left top screen. C...
Where to set the sound and popup notification for my live chat?
At Comm100, we provide multiple sound notifications for new visitors, new chats, new response, chat ended, transferring chat, agent message and exception. These sound notifications can be customized in yourAgent Consolewindow. Step by Step Instructions ...
What is Visitor Segmentation and how to set it up?
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...
How to change my chat button images
Comm100 Live Chat supports using your own image as the chat button image or choosing from our Gallery Images. Step by Step Instructions Log intoyour Comm100 account. Go to Campaign then Chat Button the choose the Image Chat Button Type. Note:If you have...
How to quickly send out canned messages during chat sessions?
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...
How to customize Offline Message Window?
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. ...
What are Chat Group Tags and how to set them up?
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...
How to use Comm100 Audio & Video Chat?
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 a more efficient and effective communication, speeds up resolution time, and improves customer experiences for h...
How to enable and customize the Pre-Chat window?
Pre-Chat windowis a window 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 ...
How to change the text on chat buttons and visitor side windows to a different language?
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...
Where to customize the greeting message which displays at the top of chat window?
Greeting message is a pre-defined welcome message which displays at the top of yourchat window. Step by Step Instructions 1.Log in to your account and go toLive Chatportal. 2. Go to Campaignat the left menu. 3. Go to Chat Window Advanced. Note:If you h...
How can offline messages be sent to certain email accounts automatically?
With Comm100 Live Chat, website visitors can click thechat buttonto leaveoffline messageswhen no agents are online. Please follow the below instructions to set up the emails to receive your offline messages. Set Up in Campaign Log intoyour Comm100 accou...
How do I add an NPS to my Live Chat Post Chat Survey?
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...
How to start accepting chats?
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,p...
How to customize the post chat survey window?
How to customize the post chat survey window? April 16th, 2018 | Settings Customizations 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...
How to enable SAML SSO (Single Sign-On) for agents to log into Comm100 account?
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...
What is Dynamic Campaigns and how to set it up?
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 g...
How to create a new live chat department
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...
How to set up a timer to automatically stop chats if visitors have been inactive?
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...
What are the supported browsers for Audio and Video Chat?
The audio and video Chat with Comm100 is built upon the WebRTC communications protocols and application programming interfaces. Below are the supported browsers and platforms for both agent side and visitor side. Note:For visitors to initiate the audio ...
What information is required in the Agent Console Extension file
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...
How do I set up Agent SSO (Single Sign-On) as my login method for Comm100 account?
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...
How to change Chat Window type? Embedded or Popup?
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​andPopup Chat Window. Embedded Chat Window​ ...
How is Estimated Wait Time calculated when visitors are waiting in the chat queue?
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 Acc...
How to customize the manual-invitation (with a predefined message on it)?
With the manual-invitation, you canmanually invite a visitoron your website to chat with you. You can customize the invitation according to your needs, including choosing an image that best fits your website, pre-defining a personalized message which is...
What’s Offline Message Window and how to customize it?
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...
How to Export/Import Canned Messages
You can now import canned responses in a 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. Create an .xls/.xlsx/.csv file using the following temp...
How do I create custom fields for my tickets?
With the Custom Field feature of Comm100 Ticket, you can create additional fields that help give context to a ticket. Custom fields can be also used to create Auto Updates and Auto Follow-ups. These are the types of custom fields available: Text, Text a...
How to setup Live Chat Wrap-Up
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 chats...
How can I automatically send chat transcripts to certain email address(es)?
With Comm100 Live Chat, yourchat transcriptsare saved in your Comm100 account. You can also send them to preferred email addresses for Step by Step Instructions Log intoyour Comm100 account. Go to Campaign Chat Window. ClickAdvancedand enter the email ...
How to add a new field in Pre-Chat Window?
You can add new fields in thePre-Chat windowto collect the information you need from visitors. Step by Step Instructions Log intoyour Comm100 account. ClickCampaignon the left menu. Note:If you havemultiple campaigns, please choose the campaign you are...
“Do Not Honor” error when I try to pay with Credit Card
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...
How can Agent Wrap-Up information be shown in chat transcript email?
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...
Can I put multiple chat buttons on the same web page?
Yes. You can put multiple chat buttons on the same web page. Comm100 provides 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 s...
How can I manage agents for my Comm100 account?
Agent management includes adding new agents, set permission or reset password for agents, edit the existing agents’ information, delete the existing agents, or set an agent’s permission. If you are a Site Administrator or have permission to ...
How to enable JWT SSO (Single Sign-On) for agents to log into Comm100 account?
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...
How to remove Powered by Comm100 text from Chat Window?
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 will need to use your own CSS code to ...
Does Comm100 Live Chat support chat queue?
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...
Can I put Comm100 Live Chat on multiple websites?
Yes, you can use Comm100 Live Chat on multiple websites simultaneously with one account. All you need to do is copying the code and then pasting it onto these websites. For how to get your live chat code, please click here. For how to paste the live cha...
Where can I see agent’s Title and Bio?
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 etc., which helps d...
Can I have my own branding image in the visitor side windows?
Yes. You can put your own branding image (logo) in the visitor side windows includingChat Window,Offline Message WindowandPre-Chat Window. Chat Windowis used by visitors to chat with your customer service representatives. Offline Message Windowis used f...
Where can I see agent’s Title and Bio?
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 etc., which helps d...
How to check the audit log of my site?
An Audit Log is a log of agent activities. It records all important performed actions in your Comm100 modules. Step by Step Instructions Log into your site account. Go to the Global Settings module, then Audit Log under Security. Adjust the time range, ...
How can I change my image button style
With Comm100 Live Chat, you can makechat buttonstay in a fixed position where the live chat code is pasted, or float on a specified position (e.g. At the left side) on your webpage. Step by Step Instructions 1. Log in to your Comm100 account. 2. ClickCa...
How to use Co-browsing in Comm100 Live Chat
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. Co-browsing facilitates faster resolution in complex ortechnical s...
How can I customize the Chat Button on mobile-optimized websites?
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...
How can I reset my password?
If you forget your password, you can reset the password at the User Sign in page. Step by Step Instructions Open the Login page. Click Forgot your password to rest your password. Log into your email account and click the link in the email to reset the ...
Does Comm100 Live Chat support multi-agents?
Comm100 Live Chat allows you to collaborate with other agents during a chat session. You can add unlimited agents into an account and have multiple support representatives to take care of the live chat service. For how to add an agent, please refer to: ...
How to add an agent into my Comm100 account?
Comm100 supports unlimited agents and allows you tocollaborate with other agentsduring a chat session. You can add multiple agents into your Comm100 account according to your needs. Step by Step Instructions Log intoyour Comm100 account. Go toAgentsin ...
How to assign social media queries to a specified agent or department by Routing Rules?
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 ...
How to create a chat button of the Text Link type?
There are three types ofchat buttonyou can pick up:Adaptive,Image ButtonandText 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 t...
Can I change the text font of my chat link?
Yes. To change the text font (e.g. colour, size, family and etc) of your chat link (achat buttonwithText Link type), you need to manually modify your live chat code before it is pasted onto your website. Followed is a sample about how to modify your liv...
Is Arabic/Hebrew supported in live chat?
Yes, Comm100 Live Chat fully supports Arabic/Hebrew on visitor side. You just need to modify the language to enter your interface text in Arabic/Hebrew. Step by Step Instructions 1. Log intoyour Comm100 account. 2. Go to Campaign then Language. 3. Choos...
8 Best Practices for Live Chat Queue Management
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...
8 Canned Message Best Practices for Live Chat Excellence
Every day, your agents type out hundreds of messages to customers in need. What if you could introduce a tool to help make saving the customer’s day just a little easier? If used effectively, canned messages can help revolutionize your support te...
Does Comm100 Live Chat support multi-agents?
Yes. 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. For how to add an agent, please refer t...
How to put Comm100 Live Chat on a Drupal site with Custom Block?
TheComm100 Live Chat Drupal Plugin allows you to install live chat on your website in just a few clicks. In addition to the plugin, you can also easily add live chat to your Drupal website using Custom Blocks. When your live chat campaign is using aStat...
How do view my balance history?
You can set a time range and query your detailed balance history in a certain period or time. Step by Step Instruction Log into your site account here. Go to Global Settings, click BillingHistory under Billing. Adjust the time range to view your balance...
Can I have sound alert when new visitors come to my site?
Yes, you can get 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 1. Log in to your Agent Console.​ 2. Go toP...
Comm100 Live Chat Facebook Integration - Visitor Side
With Comm100 Live Chatintegration with Facebook, visitors now can click the Facebook icon inPre-Chat windowto sign in without filling out the pre-chat form. Note: If a visitor initiates a chat signing in with social media account, an icon of Facebook wi...
How to delete an existing agent from my Comm100 account?
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 Click People in the Global Settings portal. Select an agent and then click its Delete icon to del...
Can I design and use my own ticket Signature?
A Ticket Signature is a block of text, sometimes with images or hyperlinks, appended to the end of a ticket message which often contains the sender’s name, contact information, or website URL. With Comm100 Ticket, the pre-defined signature will be...
How to easily locate canned messages?
Do you have tons ofcanned messages or URLs? Do you have trouble finding them? With Comm100 Live Chat, canned messages are classified by Category. You can easily find your canned messages. Step by Step Instructions 1. Log intoyour Comm100 account; 2. Cl...
Can I customize my own live chat?
Yes! Comm100 Live Chat is customizable and you can customize the live chat according to your needs. Currently, all configurable items includeChat Button,Chat Window,Invitation,Pre-Chat Window,Offline Message Window,Post-Chat Survey,Interface Languageand...
How do I disable Auto Invitations on mobile-optimized websites?
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 who are accessing your desktop websites and remove auto-invitation capabilities...
Can I edit the interface text of visitor side windows for different wordings?
Yes, Comm100 Live Chat supports changing the interface text of your visitor side windows includingPre-Chat Window,Chat Window,Post-Chat WindowandOffline Message Window. You can eitherchange the text to a different language, or re-define it for different...
Can I customize the order of the columns in Agent Console?
Yes, you can customize the order of the columns in Agent Console where you doreal-time monitoringand chatting. Step by Step Instructions 1. Log into Agent Console. 2. Go toPreferenceand clickLive Chat. 3.Select Visitor Colums. Move the columns you&rsquo...
Why are offline messages not being delivered to my email inbox?
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 than email inbox you are checking. You are trying to have offline messag...
Do I need to re-paste the live chat code after Comm100 Live Chat is updated?
In most situations, no. Comm100 Live Chat is updated automatically. You can directly use the new features added into the updated version without re-pasting your live chat code. If for any reason it is required to update the live chat code we will notify...
How to set the offline button to redirect visitors to my own page?
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 1. Log intoyour Comm100 account. 2. ClickCampaignat the left menu then go to ...
How to manually convert a chat to a ticket during the chat session
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...
How can I view the offline messages left by my visitors?
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...
Why does the chat button image not display on my site?
Question: I have pasted the live chat code onto my website. But when I open my website, I cannot see mychat buttonimage. Why? Possible Reasons 1. Do you useText Linkchat button, but you remove theText Contentsomehow? If don’t define any Text Conte...