Ticketing & Messaging
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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
Our WhatsApp integration is done through Twilio. 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 to 5 i...
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 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 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 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 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 ...
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 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...
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...
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 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...
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 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 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 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 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...
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...
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...
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...
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 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 Setup JWT Payload for Secure Messaging
In JWT, the payload contains the contact data to be transferred to Secure Messaging using the token. This payload is also called the claims of the JWT and appears as a name-value pair (key) where the name is always a string, and the value can be any JSO...
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 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...
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 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 ...
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 Ticket, the pre-defined signature will be autom...
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 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 to Send JWT to Authorize Contact in Secure Messaging
Before sending JWT to validate authorized Contact, ensure that you have accomplished the following pre-requisite:Configured token validation. To learn more about JWT validation, see this article. Provided the Secure Messaging Contact Key name. To learn ...
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...
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 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...
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...
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.Using Agent Ass...
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 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 ...
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...
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 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...
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...
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 Customize Secure Messaging Branding
The Branding 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 t...
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 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 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 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 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...
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...
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 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...