Ticketing & Messaging
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How to integrate my WhatsApp account with Comm100
Our WhatsApp integration is done throughTwilio. Before using Comm100’s WhatsApp integration, you would need to set up an account and phone number with Twilio. Note: To enable your Twilio number for your WhatsApp account, you must complete steps 1 ...
How to add new Email Account into Comm100 Ticket?
To send/receive emails from/to Comm100 Ticket system, you need to set up and configure an email server first. After successfully linking an email server to the Ticket module, tickets will be created for all incoming emails to this email server. Comm100 ...
How to add your social and SMS account to Comm100
Comm100 allows you to connect with your Social and SMS accounts. You can add your WhatsApp, WeChat, Twitter, Facebook, SMS, LINE, and Telegram channel accounts to Comm100. This article will guide you on how to add your social and SMSaccounts toComm100....
How can I integrate Facebook and Twitter into Comm100
Comm100’sSocial Media Integrationallows your agents to provide support for a wider range of your customers. Now you can handle social media queries within your Comm100 Live Chat Agent Console. The integration process just requires a few simple ste...
Where can I find Twilio Account SID, Auth Token and Phone Number SID?
Comm100 allows you to respond to SMS messages sent by your customers through an integration with Twilio. In order to set up this integration, you need to provide theAccount SID,Auth TokenandPhone number SIDfrom your Twilio Account. Guide to Setup Twilio...
How do I set up SMS integration in Comm100 Live Chat?
Comm100’s SMS integration makes it easy to handle SMS messages sent to your business alongside your other communication channels. The integration allows you to receive SMS messages from your customer and reply to them from inside the Comm100 Agent...
How to integrate WeChat Official Account with Comm100
Comm100’s WeChat Integration allows you to add your WeChat Official Account to Comm100. With this integration, you can reach your WeChat customers and handle all their queries within the Comm100 Agent Console. This article outlines the steps neede...
How do I use the SLA feature?
A service-level agreement (SLA) is a commitment between a service provider and a client. It lays out the expectations by which that service is measured. In Comm100, SLAs can be configured for Time to First Response, Time to Next Response or Time to Reso...
How to integrate my LINE Account with Comm100
LINE is an instant communications application on electronic and mobile devices. LINE users can exchange messages using texts, images, video, and audio. These users can also conduct free VoIP conversations and video conferences. Before integrating the LI...
How to integrate my Telegram Account with Comm100
Telegram is a messaging application, which can be used across web, desktop, and mobile platforms. Telegram users can exchange messages using texts, images, video, audio, files, and more. It also supports end-to-end encryption of voice and video calls fo...
How to Use Triggers?
A trigger is a feature within Comm100’s Ticketing Messaging platform which allows you to automatically update your tickets or send follow-up emails based on predefined conditions. Step by Step Instructions Login to your account. Go to the Ticket...
Where do I find LINE Channel ID, Channel Secret, and Channel Access Token
Comm100 allows you to respond to messages sent by your customers through integration with the LINE Official Account. To set up the integration with Comm100, you need to provide the Channel ID, Channel secret, and Channel access token from the LINE Devel...
How to create Internal Tickets?
Internal tickets allow your agent to create internal tasks in Comm100 Agent Console and assign them to other agents in your team. See the instructions below on how to create an internal ticket: Step by step instructions Login to the Comm100 Agent Consol...
How do I access the messages from each channel within Ticketing & Messaging?
You can create multiple Views to quickly locate messages from certain channels based on predefined conditions. The Filters help you narrow down the tickets you are looking for. Step by Step Instructions Log in to Agent Console and go to theTicketing Me...
Where do I find Telegram Bot Token
Comm100 allows you to respond to messages sent by your customers through integration with the Telegram account. To set up the integration with Comm100, you need to provide the Bot Token from the bot that you create in your Telegram account. Note:You can...
How to configure the Working Time and Holidays feature in Ticketing & Messaging?
Working Time is the days and hours when your ticketing system clock will run. Days, when your team has working hours, are considered Business Days. Business Days are also used to count days within Trigger rules. Non-selected days will be skipped when ru...
How do I create Filters to only display tickets I want?
With Comm100 Ticketing, you can create multiple filters to quickly locate certain tickets based on predefined conditions. The Filters help you narrow down the tickets in your ticketing system and only display the tickets which require your attention. St...
What types of interactions from Facebook and Twitter can be integrated with Comm100?
Comm100’s Social Media Integration allows your live chat agents to connect with visitors from yourFacebook PageandTwitter Account. You can reply to visitors’ comments on your posts, answer questions and chat with them directly through the Co...
Comm100 Ticketing & Messaging Auto Allocation
Auto Allocation in Ticketing Messaging enables you to auto allocate tickets to agents to make sure the workload is distributed optimally. Once tickets are auto-allocated, agents do not need to pick up tickets manually. You can define allocation rules o...
How do I merge tickets?
Ticket Merge is an operation for you to merge the history of a source ticket with a target ticket. The merge operation is irreversible. After the merge, the target ticket keeps its property values. Future incoming emails, chat transcripts, and offlin...
How do I use the @Mentions feature in Comm100 Ticket?
When you are working on a ticket, you may need to get other agents involved if you want them to follow up with a case and reach out to the customer. The@Mentionsfeature in Comm100 Ticket system allows you to collaborate with other agents more efficientl...
How do I block certain email addresses or domains in ticketing system?
The Comm100 Ticketing system allows to you add an email account and create support tickets out of any emails received by those accounts. However, your own email account might also receive some unsolicited emails which will create tickets as well. TheBlo...
How do I insert an image to an email reply?
Comm100 has introduced a feature which allows you to insert images into any follow-up emails. Recipients of the email will not have to download the image or see a thumbnail preview of it, instead, the images will be displayed full size. Step by Step Ins...
Comm100 Ticketing & Messaging Routing Rules
Routing rules dictate which department or agent is assigned a ticket when a customer reaches out and a new ticket is created. These rules are configured within the Comm100 Control Panel and ensure that tickets are immediately routed to the person best s...
How can I add my Tags to my social media conversations?
Comm100’sSocial MediaIntegration allows you to handle social media queries from different platforms like Facebook, Twitter and WeChat. If you are handling a large amount of inquiries in your Comm100 Agent Console, you may want to further organize ...
How to change the default email account for ticket replying?
Comm100 Ticket supports multiple enabled email accounts. When you respond to tickets, theDefault Email Accountis used as the defaultFromemail address. Step by Step Instructions Log intoyour Comm100 Control Panel. Go to theTicketing Messagingmodule, and...
How do I reset Facebook Page’s integration with Comm100?
Step by Step Instructions Log intoyour Comm100 Control Panel. ClickTicketing Messagingon the left menu. Go toChannels, then clickFacebook. Click onAdd Facebook Page. Re-log into your Facebook account and authorize the access. You will now see a lis...
How do I reset my Twitter Account’s Integration?
Twitter will make some importantupgrades to the Twitter API platform, and some related services will be deprecated onThursday, August 16, 2018. As part of this, our social media customers need to reauthorize their Twitter account with us. To ensure the ...