Troubleshoot FAQ
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How to Generate a HAR File for Troubleshooting
When any complex issues arise on your websites using Comm100, the Support team may require additional information from you to troubleshoot the issue. This information includes the network requests generated in your browser while a problem is still in oc...
How to Find My Site ID and Campaign ID
Each Comm100 account has a unique site ID. Similarly, each Live Chat campaign has a unique campaign ID. This article helps find your site ID and campaign ID.Find Site IDTo obtain your site ID, follow these steps:Log in to your Comm100 Control Panel.From...
How to Fix Network Related Issues with Comm100
This article outlines issues you might be experiencing that are caused by network errors, root causes of network issues, as well as potential solutions to these problems.ProblemWhen I try logging in to the Comm100 agent console to chat with my visitors,...
Why Can't I Send WhatsApp Messages?
This article helps you solve the problem that you cannot send WhatsApp messages. ProblemAfter integrating my WhatsApp account with Comm100, I am unable to send messages. CauseOnce integrated, Twilio doesn't automatically add the required Area Code to th...
Why Do I Get the Error “Email or Password Is Wrong” When Trying to Log into Comm100 Live Chat
ProblemWhen 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”.CauseAn incorrect email or password has been entered.You are signing into the Control Panel fr...
My Chat Button Disappears When I Go Offline
ProblemWhen 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?CauseYou’ve enabled the option of hiding the offline chat button. With this option enabled, your chat button w...
Why Aren’t the Changes I’m Making in Comm100 Reflected on My Website
ProblemI am making changes to my Comm100 account, but the changes aren’t being reflected on my website.CauseYou have more than one campaign and you are not making changes to the right one.The changes you made were not saved.The webpage was not refreshed...
Why Can’t I Receive WhatsApp Messages?
This article helps you solve the problem that you cannot receive WhatsApp messages. ProblemAfter integrating my WhatsApp account with Comm100, I am unable to receive messages. CauseThere are two possible reasons for the issue you are experiencing: Your ...
Why Am I Seeing IP Addresses Instead of Visitor Names in the Agent Console
ProblemWhen I chat with site visitors, I do not see theirnames; instead, I seeIP addresses.CauseThe pre-chatwindow is not enabled, so visitors have no way of inputting their names.Pre-chatis enabled, but the Namefieldis either Invisible or not set as Re...
I Am Unexpectedly Logged Out of the Comm100 Agent Console
This article describes the causes and solutions for the problem that you are unexpectedly logged out of the Comm100 agent console.ProblemI am logged into the Comm100 Agent Console, but suddenly I am logged out and see a message saying You have logged ou...
Why Is My Chat Button Not Working
ProblemWhen I click on the chat button nothing happens. The chat window does not open.CauseYou are using a custom chat button and it is not properly configured.The live chat code on your website is outdated and cookies are disabled in your browser.Solut...
Why Are Chat Transcripts Not Being Delivered to My Email Inbox
ProblemIf you have enabledAutomatically email chat transcripts for archiving or follow-upbut chat transcripts aren’t arriving in your email inbox then the following could be the possible cause and its potential solution.CauseThe email address specified ...
I Can’t Log into My Comm100 Account
This article helps you troubleshoot login issues with Comm100. You can find possible causes and potential solutions to this problem. ProblemI receive an Email or password is incorrecterror message while trying to log in to my Comm100 Control Panel or Ag...
Why Is My Chat Button Offline When My Agents Are Online
ProblemThe chat button on my website appears offline even though my agents are logged in.CauseThe 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 on...
Why Online Visitors Do Not Show in the Agent Console Window
ProblemIn theAgent Console, agents cannot see anyVisitors.CauseComm100 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 or incomplete.It is notAll Visito...
Why Can’t My Visitors See the Chat Button on My Website
This article details the possible causes of chat button display issues and suggests possible solutions to fix the issue.ProblemAll my website visitors can’t see the chat button on my website.A portion of website visitors can’t see the chat button on my ...
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 following list to see if any match your inquiry and follow the corresponding link to learn more about the possible cause solution for the ...
Why Am I Receiving the “Force Login” Prompt?
This article explains the causes and solutions of the problem that you receive the “Force Login” message when you log in to your Comm100 Agent Console.ProblemWhen trying to log in to the Agent Console, I see a pop-up saying, “You’ve logged in from anoth...
Why Aren’t My Automatic Chat Invitations Showing up When I Want Them To
ProblemLive 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.CauseThe invitation is not setup for the right campaign.Invitations set to show only once per visit.SolutionL...
Why Isn’t My Pre-chat Survey Displaying to My Site Visitors
ProblemI 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?CauseYour pre-chat form is not enabled for the campaig...
How to Diagnose Secure Messaging Not Loading on Contact Side
This article outlines issues you might be experiencing while using Comm100 Secure Messaging. You can see these error messages printed in your browser’s Developer Tools Console. ProblemWhen I try using the Comm100 Secure Messenger to chat with my visito...
Why does the chat button image not display on my site
ProblemI have pasted the live chat code onto my website. However, when I open my website, I cannot see thechat button image. Why?CauseDo you use the Text Linkchat button, but you remove theText Contentsomehow?If you don’t define any Text Content when us...
Why Can’t I Receive Push Notifications on My Android Phone?
ProblemI can use the Comm100 app on my Android phone, however, I cannot receive push notifications for chat messages and new visitors.CauseThe following are possible reasons that you cannot receive push notifications of the Comm100 app on an Android dev...