Chat & Monitor
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Can I ban/block visitors from initiating chat requests?
Yes, you can ban/block visitors from initiating chat requests. Your chat buttons are invisible to banned visitors, and in the meanwhile, the banned visitors will not be displayed in the visitor list of the agent chat console (Agent Console Window). With...
How to send canned messages using shortcuts?
Comm100 Live Chat allows you to have shortcuts for yourcanned messages. Once you’ve created a shortcut for your canned message, you can easily locate and send out the message in the middle of a chat bytyping the pound key (#) followed by its short...
What is Comm100’s Live Chat Conversion feature and how do I use it?
Comm100’s Live Chat Conversion feature links together live chat data with your onsite data, allowing you to view how many chats, and the detail of chats which drive your customers to convert. This allows you to assess what types of chats are most ...
Can I send files during a chat?
Yes, Comm100 Live Chat supportsfile transferbetween agent(s) and a visitor. You can view the files during the chat and even after the chat. All the transferred files are attached to the chat transcript for your future review. Note: At most20files can be...
Can I join in an ongoing chat?
Yes. Comm100 Live Chat allows you tocollaborate with other agentsduring a chat session. An agent can join an ongoing chat by selecting the chat and clickingJoin. Note:To join a chat, you’ll need to make sure that: There are less than four agents i...
How can I change my password?
If you want to change your password, you can reset a new one on your account instantly. Step by Step Instructions 1. Log in to your Comm100 account. 2. Click Password in upper right corner of your control portal. 3. Change your password and save it. No...
How can I view visitors’ navigation in Agent Console?
Navigation lists the URLs of the pages that the selected visitor has visited. With Comm100 Live Chat, the foot print is recorded in real time and you canview the information in the Agent Console window. Step by Step Instruction 1. Log in to your Comm100...
Is Spell Check supported in Comm100 Live Chat?
Yes, we provide spell check for English, French, Spanish and German in Comm100 Live Chat. Spell check improves your chat efficiency. Step by Step Instructions Open yourAgent Consolewindow. Go to Live Chatsettings fromPreferences. Enable Spell Check in ...
How do I chat with other agents during chat session?
You cancollaborate with other agentsduring a chat session. APrivate Messageis an internal message sent to an online or away agent. The message is only visible to the sender and recipient. ClickAgentsin Agent Console window to bring up thePrivate Message...
How can I monitor my on-site visitors?
With Comm100 Live Chat, you canmonitor your site visitorsin real-time as long as you have pasted the live chat code with javascript on your website. Check out this video description. After youaccess your agent console, go to the Visitors tab and you wil...
How can I manually invite a visitor to chat?
You canmanually invite a visitor to chatin the Agent Console window. Step by Step Instructions Log in Agent Console fromweb appor viadesktop app. Select a visitor in theVisitor Listthen clickInvite. You can personalize the greeting message showing on t...
How to add a custom tab to my Agent Console
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. ...
Can I view the referrers?
Yes. With Comm100 Live Chat, you can easily know how your customers find you by theWhere Fromcolumn in yourAgent Consolewindow. Each line inWhere Fromis displayed as a clickable hyperlink. Refer to a sample page of theAgent Consolewindow as below: Note:...
How to log in to the Agent Console automatically?
You can login to your Agent Console automatically in Comm100 desktop app. With auto login, your Agent Console will be automatically logged in when your PC is started or activated from standby mode. Step by Step Instructions 1. Open the log in page of Ag...
Can I transfer an ongoing chat to another agent?
Yes, you can. You cancollaborate with other agentsduring a chat session. When you are chatting with a visitor and wish to transfer the chat to another online agent, you just need to click theTransfericon in the chat panel, select an agent available and ...
Where to see my on-site visitors?
Comm100 Live Chat is areal time monitoringand chatting tool. With Comm100 Live Chat, you can have a 360 degree of your on-site visitors by viewing their detailed information and tracking their activities. Step by Step Instructions Log intoyour Comm100 a...
How to stop a chat?
To stop an ongoing chat, please follow the steps as below: Visitors can clickEnd Chatin the top right of the chat window to stop the chat. After that, visitors will get a pop-up message to confirm whether they want to leave the chat. Agents can clickLea...
What is the difference between the Live Chat Web App Agent Console and Desktop App Agent Console?
Comm100 Agent Console allows your agents to monitor visitors on your website in real time, as well as chat with your visitors and collaborate with other agents. You can use ourWeb App Agent Consoleand/or ourDesktop App Agent Consolewhen using Comm100 Li...
What is visitor filter?
Visitor Filter enables you to display a selected group of visitors on the visitor list according to your needs. There are three options in total to filter your website visitors. They areAll Visitors,All Chats,My ChatsandCustom Filter. All Visitors:Displ...
What kind of visitor’s information can I get before I accept a chat request?
With Comm100 Live Chat, you canmonitor your site visitors in real time. Before a chat, you can see a website visitor’s information, including: Latest Name and Email. Search Engine and Keywords. Referrer, Landing Page and Current Page. Browser, Ope...
Is there a delay time for a visitor to disappear from Agent Console after he/she leaves my site?
Yes, there is a delay time. With our current version live chat, there will be a delay time for a visitor’s status to change with following three scenarios: FromChat endedtoOut of site(approximately 3 minutes). FromIn sitetoOut of site(approximatel...
How do I tell if a visitor has read a message I sent while chatting?
Comm100 Live Chat has read-receipts that will let an agent know when a visitor has seen a message they sent. Similarly, you can also enable the option for your visitors so they can tell if their messages have been read by your agents. This small update ...
Where to view the total duration of a visit and the minutes a visitor has stayed on each web page?
In Comm100 Live Chat Agent Console window, you canview visitors information in real time. To some businesses, it is important to find out how long a visitor has stayed on the website and how many minutes the visitor has stayed on each web page. After yo...
Can I edit a visitor’s information in the agent console window?
Yes, you can edit a visitor’s information inInfosection of the Agent Console window.Infodisplays the information a visitor entered in yourpre-chat surveybefore starting chat. Step by Step Instructions 1. Move the mouse to the section shown below a...