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Settings & Customizations
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How to Customize the Chat Window with CSS Code
Comm100 Live Chat Window can 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 of how you can customize t...
What is Custom Variable and how to set it up
Comm100 Live Chat Custom Variable uses HTML Document Object Model (DOM) or JavaScript variables to read your website's information. Now Custom Variable will also retrieve QueryString from URL which is not JavaScript based.To utilize custom variables, yo...
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, and notifications, configure an automated greeting, switch on the auto-translation feature, and more. There are also some admin-level features ...
How do I add an NPS to my Live Chat Post Chat Survey
Net Promoter Score, or NPS, 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 p...
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 captur...
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 the pre-defined rules. This not only frees you from manually identifying target visitors and sending invitations but also ensures that no target visitors are missed....
What Is Dynamic Campaigns and How to Set It Up
Comm100 Live Chat allows you to create Multiple 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...
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 instantly see and control the visitor’s screen and resolve their queries effectively. Co-browsing facilitates faster resolution in complex or technical scenarios....
How to quickly send out canned messages during chat sessions
A canned message is 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 Cha...
How Should You Configure Your Comm100 Account for Hipaa Compliance
We have taken the necessary steps to ensure that our policies and procedures for data handling meet HIPAA standards. If you need a HIPAA compliant service, first, contact us for the account setup. Once we set up the account, you will then have to config...
What Are the Three Types of Comm100 Chat Buttons
Comm100 Live Chat provides three types of chat buttons: Adaptive, Image, and Text Link. You can easily change the chat button from one type to another. AdaptiveThe adaptive chat button has interactive animations and adjusts automatically in size and lay...
How to Manage Canned Messages
Canned Messages are pre-defined messages used for easy re-use and access in the future. Canned messages are usually created for greetings, frequently asked questions, and more. During a chat, an agent can send canned messages to visitors quickly by usin...
How to create a new live chat department
A department represents 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 responsib...
How to Remove the Powered by Comm100 Text from Chat Window
Comm100 Chat Window is fully customizable. It allows you to remove the Powered by Comm100 text from the visitor-side chat window to reinforce your branding and create a clean look for your live chat.This article introduces the steps to remove the text u...
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 more efficient and effective communication, speeds up resolution time, and improves customer experiences for hig...
What are Chat Group Tags and how to set them up
Chat Group Tags are 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 customize the post chat survey window
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 clients’ feedback, evaluate employees’ performance and identify improvement opportunities. Comm10...
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,s...
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 InstructionsLog in to the Comm100 Control Panel.In the left navigation b...
How to customize Offline Message window
Offline Message window is 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.Althou...
How to use Shift in Live Chat
The Shift feature of Comm100 Live Chat makes it easy for you to stay online and on time for your customers. You can quickly build and maintain live chat agent schedules, create multiple shifts per agent and department, and keep your team organized and c...
How to Set Up Skill-Based Routing
IntroductionSkill-Based Routing (SBR) is a way to route chats based on agents’ skills, so that your visitors can quickly get the targeted support that they need. Skills can be languages, IT skills, or product areas.In the Comm100 system, you can group y...
How Can Agent Wrap-up Information Be Shown in Chat Transcript Email
Comm100 Live Chat offers the ability for chat transcripts to be emailed to you automatically withAgent Wrap-Up comments attached, as well as providing options for agents to attach wrap-up information manually to transcripts.The Agent Wrap-Up form contai...
How to customize the manual-invitation (with a predefined message on it)
With the manual invitation feature, you can invite a visitor to your website to chat with you. You can customize the invitation by pre-defining a personalized message sent along with the invitation.Step by Step InstructionsLog in to your Comm100 control...
How to Export and Import Canned Messages
You can now import canned responses in 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 MessagesLog In to Comm100 Control Panel.In the left navigation bar, cl...
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 Offline Message Window and how to customize it
Offline Message Window is used for your website visitors to leave offline messages when the status of thechat button is offlineVisitors can also choose to leave offline messages if they don’t want to wait for agents to answer their chat requests.Althoug...
How to Set Up Email Notification for Offline Messages
With Comm100 Live Chat, website visitors can click the chat button to leave offline messages when no agents are online. You can set up email addresses to receive offline messages.By default, offline messages are sent from livechat@Comm100.com. If you wa...
How to enable and customize the Pre-Chat window
APre-Chatwindow is 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 default, ...
How to Change the Text on Chat Buttons and Visitor Side Windows to a Different Language
The default display language of chat buttons and the visitor side windows in Comm100 Live Chat is English. Comm100 also provides pre-defined button images and the visitor side interface text in Simplified Chinese, Spanish, Japanese, Russian, Portuguese,...
How Is Estimated Wait Time Calculated When Visitors Are Waiting in the Chat Queue
Comm100 Live Chat allows your agents to accept 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 Dis...
How to use Auto Translation for Live Chat
Comm100 Live Chat supports Auto Translation with built-in Google Translate integration. Auto Translation enables your agents to chat with visitors who speak a different language.Please note that Auto Translation for Live Chat is not available in our Tea...
Where to set the notification for my live chat
At Comm100, we provide multiple sound notifications for new visitors, new chats, new responses, chat ended, transferring chat, agent message, and exception.You can customize these sound notifications in yourAgent Console window.Step by Step Instructions...
How Do I Create Filters or Views to Only Display Tickets I Want
With Comm100 Ticketing Messaging, you can create multiple filters/views to quickly locate certain tickets based on predefined conditions. The views help you narrow down the tickets in your ticketing system and only display the tickets which require you...
Can I automatically send a pre-defined message after a chat request is accepted
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 their own auto greeting message.Step by Step InstructionsLog in to Comm100 Agent Console.Go to Preferences, and select Li...
How to Change My Chat Button Images
Comm100 Live Chat supports using your image as the chat button image or choosing from our Gallery Images. Step by Step InstructionsLog in to your Comm100 account.From the left navigation menu, select your Campaign.Go to Chat Button, and select the Image...
How to Accept Chat Requests Automatically
Visitors’ chat requests can be automatically accepted by 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 InstructionsLog in to the Comm100 Contro...
How to Email Chat Transcripts Automatically
With Comm100 Live Chat, your chat transcripts are saved in your Comm100 account. You can send the transcripts to designated email addresses after the chat ends for efficient follow-ups.Step by Step InstructionsTo set up automatic transcript emails, foll...
What Is Visitor Segmentation and How to Set It Up
Visitor Segmentation enables 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 have not...
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,Any,orLogical Expression to trigger rules.Step by Step InstructionsSelect Use logic expression from the drop-down li...
What’s a Campaign and How Can I Benefit from Multiple Campaigns
A campaign is a set of configurations that define the style of your chat button and 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 c...
Introduction to Agent SSO
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 accounts or re...
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 Language, an...
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 pe...
How to Hide the Live Chat Button on Mobile Devices
You can choose to hide the Live Chat button for your visitors on mobile devices. Hiding the Live Chat button can come in handy for scenarios when you have different designs or content for your desktop and mobile sites or when your mobile site is not ful...
What are the supported browsers for Audio & Video Chat
The Audio Video Chat in Comm100 is built upon the WebRTC communications protocols and application programming interfaces. Below are the supported browsers and platforms for both the agent and visitor sides.Note: For visitors to initiate the audio and v...
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 do real-time monitoring and chatting.Step by Step InstructionsLog in to Comm100 Agent Console.Go to Preferences and click Live Chat. Select the Visitor Columns tab.Move the colu...
How Can I Customize the Chat Button on Mobile-optimized Websites
Comm100 Chat Button is 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 InstructionsLog in t...
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 including Pre-Chat Window,Chat Window,Post-Chat Window,andOffline Message Window. You can eitherchange the text to a different language or re-define it for differen...
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...
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 window including Chat Window, Offline Message Window, and Pre-Chat Window.Chat Window is used by visitors to chat with your customer service representatives.Offline Message Window is us...
How Can I View the Offline Messages Left by My Visitors
When your live chat is offline, your clients can click the chat button andleave 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. Th...
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 InstructionsLog in toComm100 Control Panel.From the left navigation menu, go toGlobal SettingsSecurityAudit Log.Adjust the time ra...
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 InstructionsTo reset your password, follow these steps:Visit the Comm100 User Sign In page.Click theForgot your password link. Enter your email address and cl...
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 accessing your desktop websites and remove auto-invitation capabilities for vis...
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 Chat Agent Console window.The integration eliminates time-consuming switchi...
Can I have sound alert when new visitors come to my site
Yes, you can get a 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 your Agent Console window.Step by Step InstructionsLog in to your Comm100 Agent Console.Go t...
Can I Hide the Chat Button When Live Chat Is Offline
Yes, you can hide the chat button when Live chat is offline.With Comm100 Live Chat, you can hide the chat button when the live chat is offline. Step by Step InstructionsLog in to your 32f6646da9/Comm100 Control Panel.Navigate to Live Chat Campaign. Sel...
“Do Not Honor” Error When I Try to Pay with Credit Card
If you have attempted to pay with Credit Card through our billing payment processor and you have received the following error: Do Not Honor.This means the financial institution or the Credit Card issuer bank did pass this error to the payment process an...
Does Comm100 Live Chat support chat queue
Yes. Comm100 Live Chat supports chat queue. You can also have a report 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?Chat queu...
How Can I Change My Image Button Style
Comm100 Live Chat supports using your own image or choosing an image from the gallery.Step by Step InstructionsLog in to your Comm100 Control Panel.From the left navigation menu, go toLive Chat Campaign.Select a campaign from the drop-down list, and go...
How Do I View My Balance History
You can set a time range and query your detailed balance history of a certain period or time. Step by Step InstructionsTo view your balance history, follow these steps:Log in to the Comm100 Control Panel.From the left navigation menu, go to Global Setti...
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 a 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 ...
How to create a chat button of the Text Link type
Comm100 provides three types of chat button:Adaptive,Image, andText link.A chat button of theText link type 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 to use the tex...
Can I change the text font of my chat link
Yes. To change the text font (for example, color, size, family, and more) of your chat link (a chat button withText Link type), you need to manually modify your live chat code before you paste it onto your website.Followed is a sample about how to modif...
How to Change Chat Window Type
Chat Window is 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 -Visitors can directly chat with agents on w...
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 copy the code and then paste it onto the websites.For how to get your live chat code, seethis article.For how to paste the live chat code onto...
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 from the email inbox you are checking.You are trying to have an offline mes...
How to add a new field in Pre-Chat Window
You can add new fields in the Pre-Chat window to collect the information you need from visitors.Step by Step InstructionsLog in to Comm100 Control Panel.In the left navigation bar, click the Live Chat tab. Click theCampaigndrop-down menu, go to Pre-chat...
How to set up Live Chat Wrap-Up
Comm100 Live Chat offers the ability for agents to attach Chat Wrap-Upcomments, as well as categorize 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. ...
Comm100 Live Chat Facebook Integration - Visitor Side
With Comm100 Live Chat integration with Facebook, visitors now can click the Facebookicon in thePre-Chat window to sign in without filling out the pre-chat form. Note:If a visitor initiates a chat by signing in with social media account, a Facebook icon...
Where to customize the greeting message which displays at the top of chat window
A greeting message is a pre-defined welcome message which displays at the top of your chat window.Step by Step Instructions1.Log in to Comm100 Control Panel.2. In the left navigation bar click the Live Chat tab. 3. In the Campaign drop-down menu select ...
How to bind a chat button with a specified agent or department
You can bind a chat button with a defined agent. After that, the chat requests from this chat button will be routed to the specific agent/departmentautomatically. This is helpful if you want to set up a dedicated chat button for a certain agent.Step by ...
How to assign social media queries to a specified agent or department by Routing Rules
Comm100’s Social Media Routing 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 agents.Step by S...
Does Comm100 Live Chat support multi-agents
Yes, Comm100 supports multi-agents.Comm100 Live Chat allows you tocollaborate 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.To learn ...
How to set the offline button to redirect visitors to my own page
Instead of using the offline message window provided by Comm100, you may redirect your visitors to your own page when your button is in offline status.Step by Step InstructionsLog in toyour Comm100 account.From the left navigation menu, go to Live Chat ...
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 InstructionsLog in to the Comm100 Control Panel.Click thePeople drop-down in the Global Settings.In the agents l...
Is Arabic/Hebrew supported in live chat
Yes, Comm100 Live Chat fully supports Arabic or Hebrew on the visitor side. You just need to modify the language to enter your interface text in Arabic or Hebrew.Step by Step InstructionsLog in toyour Comm100 account.From the left navigation menu, go to...
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, and more, which helps deliver ...
How to Auto-Fill Pre-Chat Fields Based on Custom Variables
Comm100 Live Chat allows you to auto-fill pre-chat fields based on the value of custom variables. If you are using custom variables, you can populate pre-chat fields with the variable values automatically.For example, if you have a custom variable detec...
How to Set Up Transcript Emails to Visitors
Comm100 Live Chat allows visitors to send email chat transcripts to themselves during or after a chat. When setting up this function, you can customize the transcript email including the email subject, sender address, and SMTP server. Once this feature ...