Troubleshoot FAQ
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How do I fix Network related issues with Comm100
This article will outline issues you might be experiencing which are caused by network errors, root causes of network issues, as well as potential solutions to these problems. Issues You’re Experiencing When I try logging in to the Comm100 agent c...
Why can’t I login to my Comm100 Account?
This article will help you troubleshoot login issues with Comm100. It will outline the cause of this problem and put forth some potential solutions. Issue you are experiencing You are receiving anemail or password is wrongerror message while trying to ...
How to Find My Site ID?
Each Comm100 account has a unique site ID. This article will help find your site ID. Step by Step Instructions Log intoyour Comm100 account; Find the site ID at the end of the url in your address bar. You can see the sample below. The number 10000 after...
Why are chat transcripts not being delivered to my email inbox?
Issue you are experiencing I have Automatically email chat transcripts for archiving or follow up enabled but chat transcripts aren’t arriving in my email inbox. Possible Cause The email address specified in Comm100 is different than email inbox y...
Why aren’t the changes I’m making in Comm100 reflected on my website?
Issue I am making changes to my comm100 account, but the changes aren’t being reflected on my website. Possible Cause You have more than one campaign and you are not making changes to the right one. The changes you made were not saved. The webpage...
Why have I suddenly been logged out of the Comm100 Agent Console?
This article will detail why you have been unexpectedly logged out of the Comm100 agent console and have received the “You have logged out” message as well as how to fix it. Issue you are experiencing You were logged into the Comm100 Agent C...
Commonly experienced issues with Comm100
In this article, we have grouped together the most common issues reported by our Live Chat users. You can use the list below to see if any match your inquiry and follow the corresponding link to learn more about the possible cause solution for the issu...
Why online visitors do not show in the agent console window?
Issue In theAgent Console, agents cannot see anyVisitors. Possible Reasons Comm100 Live Chat code is not pasted to the page visitor is on. You are only using a Chat Link, not the Javascript installation Code. The pasted code is wrong/incomplete. It is n...
Why do I get the error “Email or password is wrong” when trying to log into Comm100 Live Chat?
Issue When trying to log into the Comm100 Control Panel, Agent Console Web/Desktop App, or mobile App, it shows an error reading “Email or password is wrong”. Cause An incorrect email or password has been entered. You are signing into the Co...
Why isn’t my Pre-chat survey displaying to my site visitors?
Issue you’re experiencing I want my site visitors to fill in a pre-chat survey before starting a chat. However, on my website, the chat starts immediately after visitors click on the chat button. How can I change that? Possible Cause Your pre-chat...
Why am I receiving the “Force Login” prompt?
This article will outline why you are receiving the “Force Login” message when you login to your Comm100 Agent Console and how to fix it. Issue When trying to login to the agent console you see a pop-up saying, “You’ve logged in ...
Why can’t my visitors see the Chat Button on my website
This article will detail the possible causes of chat button display issues and suggest possible solutions to fix the issue. Issue All my website visitors can’t see the chat button on my website. A portion of website visitors can’t see the ch...
Why is my chat button not working?
Issue you’re experiencing When I click on the chat button nothing happens. The chat window does not open. Possible Cause You are using a custom chat button and it is not properly configured. The live chat code on your website is outdated and cooki...
Troubleshooting: My chat button disappears when I go offline. Why?
Issue When I am online, the chat button shows on my website; while when I am offline, it disappears. Why? How can I make it show all the time? Cause You’ve enabled the option of hiding the offline chat button. With this option enabled, your chat b...
Why is My Chat Button Offline When My Agents Are Online?
Issue Chat button on my website appears offline even though my agents are logged in. Cause The routing rules you have enabled are trying to route chats to an agent who is currently offline. Chats are being routed to a department and agents that are onli...
Why am I seeing IP addresses instead of visitor names in the agent console?
Issue you are experiencing: When I chat with site visitors I do not see theirname, instead, I seeIP address. Possible Causes Pre-chatWindow is not enabled so visitors have no way of inputting their names. Pre-chatis enabled but the Name fieldis either I...
Why aren’t my automatic chat invitations showing up when I want them to?
Issue you are experiencing Live chat is deployed on my website and automatic chat invitations have been enabled, but they do not always show up when I want them to. Potential Causes Invitation is not setup for the right campaign. Invitations set to show...