FAQ
The Powerful Live Chat Software for Website
Questions
Guide & Demo
- Where can I find help guides, tutorials, and resources about Comm100 Live Chat?
- Where can I download Comm100 Live Chat Desktop Edition?
General Questions
- What products do you provide?
- What is Comm100 Live Chat about?
- Comm100 Live Chat is fully hosted. What does that mean?
- What features does Comm100 Live Chat have?
- Does Comm100 Live Chat provide Windows Mobile Client?
- Does Comm100 Live Chat support multiple languages?
- Can Comm100 Live Chat be integrated with Comm100 Email Ticket?
- I have a site account with Comm100 already. Do I need to sign up again if I want to use other Comm100 products?
- Are there any upgrade options?
- Does Comm100 Live Chat support multi-operators? How many operators can I have?
- What should I do if I forget my password?
- How can I contact you?
Visitor Monitor
- Can I monitor my web site visitors? What information of visitors can I see in the Visitor Monitor Window?
- Where do I monitor and chat with my site visitors?
- How will operators be alerted when there is a chat request or new response?
Making Customizations
- What settings can I customize?
- Can I have my own branding image (logo)? Where to put it and how?
- Can I remove the 'powered by' image?
- Does Comm100 Live Chat support pop-up invitations to visitors?
Downloading & Supporting
Pasting Code
- Where to get the code?
- How to paste the live chat code into my web site?
- What's the difference between pasting the code with JavaScript and the code without JavaScript?
How-tos
- How to sign up for a site account?
- How to manually invite a visitor to chat?
- How to add new operators?
- How to customize the Chat Button?
- How to customize the Chat Window?
- How to customize the Invitation Button?
- How to customize the Pre-Chat Window?
- How to customize the Offline Message Window?
- How to customize the Language?
- How to invite visitors to have a voice chat?
- How to attach chat transcripts to a ticket?
- How to view the offline messages visitors sent to me?
- How to add Comm100 Live Chat onto a website using Joomla as a module?
Troubleshooting
Answers
Guide & Demo
Where can I find help guides, tutorials, and resources about Comm100 Live Chat?
- Comm100 Live Chat Step-by-Step Walk-through
- Comm100 Live Chat Video Demo
- Comm100 Live Chat for Windows Mobile Video Demo
- Comm100 Live Chat for Windows Mobile Setup Guide
Where can I download Comm100 Live Chat Desktop Edition?
http://www.comm100.com/livechat/install.aspxGeneral Questions
What products do you provide?
Our products include Live Chat, Forum, Newsletter, Survey, Knowledge Base, Email Ticket, Issue Tracking and Survey. Currently, our Live Chat, Forum, Newsletter, Email Ticket and Knowledge Base are available.Every Comm100 product can run either independently or with other Comm100 applications. You can choose among the applications according to your own business needs. For the detailed information, please click here.
What is Comm100 Live Chat about?
Comm100 Live Chat is an enterprise-grade free hosted live chat tool. It is designed to help small and medium business organizations to communicate with their web site visitors in real time.Overview | Features | How it works | Screen Shots | System Requirements | Download Desktop Client
Comm100 Live Chat is fully hosted. What does that mean?
All our products are delivered as FREE SaaS/Hosted applications and fully managed by Comm100. We take care of all the hardware, software, backup and maintenance work on the sever side to simplify your IT infrastructure, so that you can have more time to spend in running your business.We are committed to providing Better Product and Better Service, but FREE. That's why:
All our solutions are well designed and tested;
We choose world-class data center to host our server farm;
We use high-end HP servers to run our solutions;
We use RAID ADG to protect your data from hard disk failure;
We execute rigorous backup and disaster recovery plan.
What features does Comm100 Live Chat have?
A quick answer can be found here.Does Comm100 Live chat provide Windows Mobile Client?
Yes.Every customer chat request is important to your business. You cannot afford to miss any of them. With Comm100 Live Chat Visitor Monitor for Windows Mobile, you can take chat requests and engage your customers while on the go.
Video | Download | Setup Guide | White paper
Does Comm100 Live Chat support multiple languages?
Yes.Multi-Language Versions:
You can select English, Simplified Chinese, Spanish, German or Japanese as the language of the interface texts and system messages for your visitor side windows.
Customized Language on Visitor Side:
You can customize the interface language of the visitor side windows, including chat window, pre-chat window and offline message window.
For detailed information, please click here.
Can Comm100 Live Chat be integrated with Comm100 Email Ticket?
Yes.Comm100 Email Ticket can be integrated with Comm100 Live Chat. After the integration, a ticket can be automatically created when a chat request is accepted by operators or when an offline message is submitted.
For how to integrate your Live Chat with Comm100 Email Ticket system, please click here.
I have a site account with Comm100 already. Do I need to sign up again if I want to use other Comm100 products?
No.You can have all Comm100 products with one single site account.
For detailed information, please click here.
Are there any upgrade options?
Yes.A quick answer can be found here.
Does Comm100 Live Chat support multi-operators? How many operators can I have?
Yes.You can have unlimited operators.
For details about how to add a new operator, please click here.
What should I do if I forget my password?
A quick answer can be found here.How can I contact you?
- Post in our forum at:
http://hosted.comm100.com/forum/Default.aspx?siteId=10000 - Leave a message through our contact form.
- Chat with our Customer Service Representatives or leave an offline message by clicking Live Chat button on our website.
- Send Emails to our customer care team at support@comm100.com.
- Call us at toll-free number: 1-877-305-0464
Visitor Monitor
Can I monitor my web site visitors? What information of visitors can I see in the Visitor Monitor Window?
Yes.The information includes: Visitor Id, Latest Name, Latest Email, First Visit Time, Visit Times, Chat Times, Operators, Visit time, IP, Current Page, Referrer, Time Zone, City, State/Province, County/Region, Browser, Operating System, Flash Version, Screen Resolution and Language.
And more information may be added in our future version Live Chat.
Where do I monitor and chat with my site visitors?
To monitor visitors or chat with them, please log into your visitor monitor window. For details about how to log into your Visitor Monitor, please click here.How will operators be alerted when there is a chat request or new response?
Comm100 Live Chat supports audio alert (for Web edition and Desktop client) and visual alert (only for Desktop client) to operators.For the detailed information, please click here.
Making Customizations
What settings can I customize?
There are Six major parts you can customize: Chat Button, Chat Window, Invitation Button, Pre-Chat Window,
Offline Message Window and
Language.
| Chat Button | Static Image Button | Select image button from Gallery or customize your own image button |
| Float Image Button | Select image button from Gallery or customize your own image button | |
| Text Link | Customize the words or sentences to be used as your link | |
| Monitor Only | No visible chat button appears on your web pages. But you can monitor your visitors. |
| Chat Window | Branding Image | Select Branding Image from Gallery or customize your own branding image | ||
| Options |
|
| Invitation Button | Image | Select Invitation Button from Gallery or customize your own invitation button | |
| Style | Float horizontally/static | ||
| Position | Set the position | ||
| Options |
|
| Pre-Chat Window | Disable | ||
| Enable | Branding Image | Select Branding Image from Gallery or customize your own branding image | |
| Greeting Message | Customize Greeting Message | ||
| Fields | Configure the visible fields and required fields (Name, Company, Telephone, Email, Product/Service) |
| Offline Message Window | Branding Image | Select Branding Image from Gallery or customize your own Branding Image |
| Greeting Message | Customize Greeting Message | |
| Fields | Configure the visible fields and required fields (Name, Company, Telephone, Email, Message Title, Message Content and Attachment File) |
| Language | Customize the language for interface texts on visitor side windows |
| Customize the language for system messages on visitor side windows |
Can I have my own branding image (logo)? Where to put it and how?
Yes.You can put your own branding image (logo) on the top side of the following windows: Chat Window, Offline Message Window and Pre-chat Window.
For details about how to put your own branding image (logo), please click here.
Can I remove the 'powered by' image?
No.All commercial live chat applications have powered by line. We need to get the word out as well. The default powered by image of Comm100 Live Chat is.
.
You can change it to the other one
.To do so, please click here.
Does Comm100 Live Chat support pop-up invitations to visitors?
Yes.Comm100 Live Chat supports both auto invitation and manual invitation.
You can customize your invitation button image and the delay time before it pops up on the visitor side screen.
To do so, please click here.
Downloading & Supporting
Is Comm100 Live Chat downloadable?
Yes.To download and install Comm100 Live Chat Visitor Monitor desktop edition automatically:
http://www.comm100.com/install.aspx
To download and install Comm100 Live Chat Visitor Monitor desktop edition manually:
http://hosted.comm100.com/livechat/airinstall/Comm100_Live_Chat_Visitor_Monitor.air
Comm100 Live Chat operator side has two parts: Web Portal and Visitor Monitor.
Comm100 Live Chat web portal is a place where you can manage operators, define canned messages/URLs, make configurations, view live chat history and so on. Comm100 Live Chat web portal is web-based, and only a web browser is required to use it.
Comm100 Live Chat Visitor Monitor is a tool with which you can view online visitors, monitor their
navigation paths, chat with them in real time, send chat invitations and so on.
There are two types of Visitor Monitor: Web Edition Visitor Monitor and Desktop Edition Visitor Monitor.
You can download the desktop edition visitor monitor and install it on your own machine
Does Comm100 Live Chat support Co-Browsing?
No.We may consider adding this feature into our future version.
Pasting Code
Where to get the code?
A quick answer can be found here.How to paste the live chat code into my web site?
A quick answer can be found here.What's the difference between pasting the code with JavaScript and the code without JavaScript?
A quick answer can be found here.How-tos
How to sign up for a site account?
Please go to http://www.comm100.com/livechat/ and click Sign Up FREE.How to manually invite a visitor to chat?
A quick answer can be found here.How to add new operators?
A quick answer can be found here.How to customize the Chat Button?
A quick answer can be found here.How to customize the Chat Window?
A quick answer can be found here.How to customize the Invitation Button?
A quick answer can be found here.How to customize the Pre-Chat Window?
A quick answer can be found here.How to customize the Offline Message Window?
A quick answer can be found here.How to customize the Language?
A quick answer can be found here.How to invite visitors to have a voice chat?
A quick answer can be found here.How to attach chat transcripts to a ticket?
A quick answer can be found here.How to view the offline messages visitors sent to me?
There are two ways to view your offline messages.A. From Site Email:
- Since your offline messages will be sent to your site Email, you can also check your site email box to
- view the visitors' offline message.
- Step 1: From Live Chat menu, click Transcripts (at the bottom of the main menu).
- Step 2: Set a time range, select Message (select Chat too if you want to view chat records as well)
- Step 3: Click Query and the list of offline messages shows up
Note: If the option of "Automatically create a ticket when an offline message is submitted" in Ticket Follow Up Setting page has been selected, visitors' offline messages will automatically received as your tickets; not to your site email any more.
How to add Comm100 Live Chat onto a website using Joomla as a module?
A quick answer can be found here.Troubleshooting
I have copied the code and pasted it onto my website, but the chat button only shows offline, Can't get my chat button to show online. Why?
You may forget to log into Visitor Monitor. Only after at least one of your operators log in to Visitor Monitor, the chat button shows online.For details about how to log into your Visitor Monitor, please click here .
