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Ticketing & Messaging
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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 Add an Email Account into Comm100 Ticketing & Messaging
IntroductionEmail is one of the most popular and effective customer service channel. With Comm100 Ticketing Messaging, you can add your email accounts to Comm100 Ticketing Messaging to provide customer service in the email channel. After successfully ...
How do I set up SMS Integration using Twilio in Comm100 Ticketing & Messaging
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 Conso...
How to Integrate My WhatsApp Account with Comm100
IntroductionYou can integrate WhatsApp accounts to Comm100 Ticketing Messaging to provide customer service in the WhatsApp channel. After successfully connecting your WhatsApp account, tickets are created for all incoming WhatsApp messages to the accou...
How to Configure and Manage Secure Messenger
IntroductionSecure Messaging is a front-end and server-based approach to enable end-to-end secure communication with your clients and protect sensitive data. Your client can immediately start confidential and authenticated exchanges from any part of the...
How to Manage Contacts in Ticketing & Messaging
In Comm100 Ticketing Messaging, Contact is a visitor's identity with whom your agent communicates. Typically, sending or receiving information. Having a Contact helps you to track and manage the complete communication history of a Visitor.A Contact can...
How to Customize Your Secure Messaging with CSS Code
You can customize your Secure Messenger window by using your own CSS code. Customizing with your CSS lets you deliver a consistent and professional image that resonates with your branding and website.This article introduces examples of customizing the S...
How to Set Up and Use Triggers
IntroductionTriggers allow you to automatically update your tickets, or send automatic follow-up emails, based on pre-defined conditions. If a ticket meets more than one ticket rule, the triggers then work in sequence based on their display order.Common...
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 integration with Twilio. To set up this integration, you need to provide the Twilio account SID,Auth token, andPhone number SID from your Twilio Account.Guide to SetupTwilio us...
How Do I Reset Facebook Page’s Integration with Comm100
Step by Step InstructionsLog in tothe Comm100 Control Panel.In the left navigation bar, go to the Ticketing Messaging tab. Click theChannelsdrop-down menu, then clickFacebook. ClickAdd Facebook Page. Re-log into your Facebook account and authorize the ...
How to Add Ticketing & Messaging Accounts to Comm100
Comm100allows you to connect with your Social and SMS accounts. You can add your WhatsApp, WeChat, Twitter, Facebook, and SMS channel accounts to Comm100.This article will guide you on how to add your social and SMSaccounts toComm100.Messenger:To learn ...
How Do I Create Custom Fields for My Tickets
With the Fields Mappings feature of Comm100 Ticketing Messaging, you can create additional fields that help give context to a ticket. These fields allow you to capture information and save it to a ticket. System fields are default, and custom fields c...
How do I set up SMS Integration using Telnyx in Comm100 Ticketing & Messaging
Comm100’s SMS integration using Telnyx 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 from inside the Comm100 Agent ...
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, you can configure SLAs for Time to First Response, Time to Next Response, or Time to Res...
How Can I Integrate Facebook and Twitter into Comm100
Comm100’s Social Media Integration allows 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 steps b...
JSON Web Token Validation for Secure Messaging
JSON Web Token (JWT) is an open standard used in sharing information securely between a client and a server as a JSON object. It is an encoded JSON composed of three string segments— Header, Payload, and Signature concatenated with periods. Generally, J...
How to Configure JWT Validation for Secure Messenger
In JSON Web Token (JWT), the payload contains attributes that carry the identity and contact information of the logged-in customer on your website. These payload attributes are also called the “claims” of the JWT and appear as a name-value pair (Key) wh...
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 InstructionsLog in to the Comm100 Control Panel.From the le...
How to Customize the User Interface of Secure Messenger
The General tab of Secure Messaging allows you to customize the look and feel of the Secure Messaging window. The Secure Messaging window is the window on which your contacts create and track cases with your agents. You can tailor the window to match th...
How Can I Integrate Instagram into Comm100
Comm100’s Social Media Integration allows your agents to support a broader range of your customers. Now you can handle Instagram queries within your Comm100 Agent Console. The integration process requires a few steps before engaging with your Instagram ...
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 LIN...
How to Customize Secure Messaging Form
The Secure Messaging Form tab allows you to add and manage fields on the New Case form of your Secure Messenger. You can manage Title, Message, Attachments and Ticketing Messaging custom fields on this form You can add and manage these fields to collec...
How to Install Secure Messenger
Installing Secure Messenger into your website, service portal, or application is the first step to getting it up for your visitors. You need to get the code from your Comm100 account and then paste the code into your website’s HTML file.This article gui...
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 InstructionsLog in to theAgent Consoleand go to theTicketing Me...
Introduction to Fields in Ticketing & Messaging
In Ticketing Messaging, fields are used to capture and save information related to a ticket. Comm100 Ticketing Messaging system defines some default fields, and also allows you to create custom fields based on your own business requirements. You can f...
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 @Mentions feature in the Comm100 Ticket system allows you to collaborate with other agents more effi...
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 needed to co...
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 Customize Secure Messaging File Attachments
Secure Messaging is a front-end and server-based approach to enable end-to-end secure communication with your clients and protect sensitive data. You can manage the file attachment policy and can enable or disable attachments on Contact replies from the...
How to Send JSON Web Token (JWT) of Authorized Customers to Secure Messenger
Before sending the JWT of the authorized customer to Secure Messenger, you need to ensure that you have accomplished the following pre-requisites:Configured JWT validation:Navigate to Ticketing Messaging Channels Secure Messaging. For the selected Sec...
How to Customize Secure Messaging Security
The Secure Messaging Securitytab allows you to add JWT validations, Contact Identity Key, and URLs to display a Secure Messenger. You can add and manage these configurations from the Comm100 Control Panel. Step by Step InstructionsTo customize Secure Me...
Where Can I Find Telnyx API Key and Phone Number
Comm100 allows you to respond to SMS messages sent by your customers through integration with Telnyx. To set up this integration, you need to provide the API Key and Phone number from your Telnyx Account. Step by Step InstructionsTo access Telnyx API Ke...
How to Configure the Operating Hours and Holidays Feature in Ticketing & Messaging
Operating Hour is the days and hours when your ticketing system clock runs. Days when your team working hours are considered Business Days. Business Days are also used to count days within Trigger rules. Non-selected days will be skipped when rules are ...
How Can I Add My Tags to My Social Media Conversations
Comm100’s Social Media Integration allows you to handle social media queries from different platforms like Facebook, Twitter, and WeChat. If you are handling a large number of inquiries in your Comm100 Agent Console, you may want to further organize the...
Introduction of Views to Ticketing & Messaging
Views help you to organize the customer tickets so that you can track them efficiently. If your agents are receiving multiple tickets on daily basis, it can become difficult for your agents to track them and find the one that needs attention.With Comm10...
How to Onboard WhatsApp Business Account
IntroductionComm100 allows you to respond to messages sent by your customers through integration with the WhatsApp Business account. You must first set up your business assets on the WhatsApp Business Platform before you can configure and start using Wh...
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 Link Instagram Professional Account to a Facebook Page
Connecting your Instagram Professional account to a Facebook Page is a prerequisite of the Instagram integration with Comm100. You need to have the following set up in place: Set up an Instagram Professional AccountTo learn how to set up your Instagram ...
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...
Can I Design and Use My Own Ticket Signature
A Ticket Signature is a block of text, sometimes with images or hyperlinks, appended to the end of a ticket message which often contains the sender’s name, contact information, or website URL. With Comm100 Ticketing Messaging, the pre-defined signature...
Comm100 Ticketing & Messaging Auto Distribution
Auto Distribution in Ticketing Messaging enables you to auto distribute tickets to agents to make sure the workload is distributed optimally. Once tickets are auto-distributed, agents do not need to pick up tickets manually. You can define distribution...
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 offline ...
How Do I Block Certain Email Addresses or Domains in Ticketing System
The Comm100 Ticketing system allows you to 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 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.Step by Step InstructionsLog in to the Comm100 Agent Console.Go to the Ticketing Messagingtab. Click New. Click Internal. F...
How to Customize the Messenger Window
The Messenger Window tab allows you to customize the look and feel of the Messenger window. The Messenger Window is the window which appears on your visitor’s side. You can tailor the window to match the style of your website.  Step by Step Instructions...
How Do I Reset My Twitter Account’s Integration
To ensure the smooth operation of your Twitter account integration, we have created a dedicated button for you to reset the authorization of your existing Twitter account with Comm100.Step by Step InstructionsLog in to your Comm100 Control Panel.Navigat...
Agent Assist for Ticketing & Messaging
Agent Assist for Comm100 Ticketing Messaging channels works similarly to the Comm100 Live Chat on Agent Console. Once Agent Assist is enabled on your Comm100 Control Panel, it works for all Ticketing Messaging channels except the Email.An Agent can sa...
How to Configure and Manage Messenger
IntroductionComm100 Messenger allows you to offer round-the-clock service and let your customers reply according to their own schedules. You and your customers can message each other in the same conversation, and there are no more missed chats. This giv...
How Do I Insert an Image to an Email Reply
Comm100 has introduced a feature that 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 Instr...
How to Change the Default Email Account For Ticket Replying
Comm100 Ticketing Messaging supports multiple email accounts. When you respond to tickets, the Default email account is used as the fromemail address.Step by Step InstructionsLog in to your Comm100 Control Panel.From the left navigation menu, go toTick...
Introduction to Webhook in Ticketing & Messaging
Webhooks enable you to extend the capabilities of Comm100 Ticketing Messaging. It is a tool to receive notifications from Comm100 when a trigger happens on a ticketing messaging event. It allows you to register an http:// or https:// URL where the eve...
How to Install Messenger
Installing the Messenger is the first step to getting it up on your website. You need to get the code from your Comm100 account and paste the code into your website’s HTML files.This article guides you through steps to install Messenger on your website....
How to Setup Regular Expression
A regular expression is a sequence of characters that forms a search pattern. When you search for data in a text, you can use the search pattern to describe what you want to search for. A regular expression can be a single character or a complicated sea...
How to Customize the Messenger Launcher
The Messenger Launcher tab of your Messenger lets you customize the color and the offset position of the Adaptive launcher icon for both Desktop and Mobile views. Step by Step InstructionsTo customize the Messenger launcher, follow these steps:Log in to...
How to Setup Visitor Single Sign On (SSO) for Messenger
The visitor Single Sign-On (SSO) feature allows you to authenticate your visitor’s account information before the chat starts. It allows you to map your customer account information with Comm100 Contact fields and synchronize the information from your a...
Is Spell Check Supported in Ticketing & Messaging
Yes, Comm100 provides Spell Check for the following languages: Catalan, Croatian, Danish, English (Australia), English (Canada), English (South Africa), English (United Kingdom), English (United States), French, German (Austria), German (Germany), Germa...
How to Review and Approve Content via Webhook
Your organization has certain obligations towards its customers in terms of communication. For example, your organization would not allow agents to text all their tier-1 customers at midnight. Therefore, there should be a workflow that can control such ...
How to Use Auto Translation for Ticketing & Messaging
IntroductionComm100 Ticketing Messaging supports Auto Translation with built-in Google Translate integration. Auto Translation enables your agents to auto-identify and translates contacts' messages if they are using different languages.Auto Translation...
How to Add Multiple Email Signatures
Being an agent, you may have different roles in your organization, and accordingly, you may have multiple email accounts associated with these roles to communicate with your customers. An email account usually comes with its dedicated signature to show ...
How Does Note Work
In Comm100 Agent Console, the Note feature is an internal communication used among the agents while using the Live Chat or Ticketing Messaging. It is used to assist your teammates in handling customer queries and tickets without being visible to visito...
Reference for Webhook Event: When a Ticket is Moved to Recycle Bin
Comm100 Ticketing Messaging Webhooks support both HTTP and HTTPS URLs. You will get the call back with the following properties when the When a Ticket is Moved to Recycle Bin event occurs.The data is in JSON format. Here is the introduction of JSON.Her...
Reference for Webhook Event: When an Agent Replied
Comm100 Ticketing Messaging Webhooks support both HTTP and HTTPS URLs. You will get the call back with the following properties when the When an Agent Replied event occurs.The data is in JSON format. Here is the introduction of JSON.Here is an example ...
Reference for Webhook Event: When a Ticket is Created
Comm100 Ticketing Messaging Webhooks support both HTTP and HTTPS URLs. You will get the call back with the following properties when the When a Ticket is Created event occurs.The data is in JSON format. Here is the introduction of JSON.Here is an examp...
Reference for Webhook Event: When a Ticket Reply is Received
Comm100 Ticketing Messaging Webhooks support both HTTP and HTTPS URLs. You will get the call back with the following properties when the When a Ticket Reply is Received event occurs.The data is in JSON format. Here is the introduction of JSON.Here is a...
Reference for Webhook: Post Body Request of Content Review and Approval
The Comm100 Ticketing Messaging Webhook supports both HTTP and HTTPS URLs. The purpose of the Webhook is to check the message sent by an agent for compliance. The Webhook sends the message body to an external API, which either approves or rejects this ...
Reference for Webhook Event: When a Ticket is Updated
Comm100 Ticketing Messaging Webhooks support both HTTP and HTTPS URLs. You will get the call back with the following properties when the When a Ticket is Updated event occurs.The data is in JSON format. Here is the introduction of JSON.Here is an examp...
Reference for Webhook Event: When a Ticket Status Stays the Same for a Specified Period of Time
Comm100 Ticketing Messaging Webhooks support both HTTP and HTTPS URLs. You will get the call back with the following properties when the When a Ticket Status Stays the Same for a Specified Period of Time event occurs.The data is in JSON format. Here is...
Reference for Webhook Event: When the Assignee of a Ticket has Changed
Comm100 Ticketing Messaging Webhooks support both HTTP and HTTPS URLs. You will get the call back with the following properties when the When the Assignee of a Ticket has Changed event occurs.The data is in JSON format. Here is the introduction of JSON...
Reference for Webhook Event: When the Status of a Ticket has Changed
Comm100 Ticketing Messaging Webhooks support both HTTP and HTTPS URLs. You will get the call back with the following properties when the When the Status of a Ticket has Changed event occurs.The data is in JSON format. Here is the introduction of JSON.H...