Get the latest live chat benchmark data broken down by team size & industry

Read more
How to start accepting chats

As an agent, it is easy for you to start accepting chats with Comm100 Live Chat. Before you can start accepting chats, your system admin needs to get the live chat code and then paste the code onto your website. To learn more on how to install the Comm100 Live Chatsee this article.

After the admin pastes the code, a chat button appears on the website, and you can chat with the visitors in the Agent Console window. 

 

Step by Step Instructions  

To start accepting chats, follow these steps: 

  1. Log in to your Comm100 Control Panel. 
  2. From the left navigation menu, go to Live Chat > Get Online & Chat. kb-chat-01.png

    The Comm100 Agent Console window appears. Once you have opened the Agent Console, you can save the URL to your bookmarks for easier access in the future.  
    Note: The Agent Console is where you can monitor your on-site visitors [for admins only]answer visitors’ chat requests, and collaborate with other agents.
  3. In the Visitors tab, you will see all the visitors who are browsing on the areas of your website where the Comm100 Live Chat code has been implemented.kb-acceptchat-01.png
  4. In the Visitor tab, click the Details link.
    You will see detailed information, including Location, Segment, Current Browsing, History, and more. kb-acceptchat-02.png
  5. Open the website that contains the live chat code and click the chat button to initiate a chat request.  
    In the meanwhile, you will see a visitor waiting for chat in the Live Chat tab of the Agent Console. To answer the chat, click Accept. 
  6. When the chat gets started, on the visitor side, you will see a message reading the agent has joined the chat. Visitors can now type and send chat messages (by pressing the Enter key or clicking the send icon).  Live chat test page 1- Google Chrome 2020-12-04 14..png
  7. After you send a message on the visitor side, the message will appear in the Agent Console window. You can then respond by typing a message and pressing the Enter key or clicking the Send button. kb-acceptchat-03.png
  8. During or after the chat session, you can categorize and add notes to each chat in the Wrap-up panel to easily manage and retrieve a certain type of chats for review, training, and other purposes. kb-acceptchat-04.png