Introducing Visitor Single Sign-On: Synchronize Your Customer Login System with Comm100 Live Chat

May 5th, 2016 | Anna Cheung | News & Updates | Blog Home
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Imagine if you could fully integrate your customer login system with your live chat tool. Every time a customer started a chat, all account information like name, email, and total payment would become instantly available. There would be no more time wasted searching the account system or asking an endless string of questions for personal information. Instead it would all be right there, available to you in the live chat panel.

This is one of the experiences you’re going to have with our Visitor Single Sign-On. For now, it’s only available in the dedicated platform. We will soon add it to the Enterprise edition on the shared platform so that everyone can use this new feature.

Let’s take a closer look at Visitor Single Sign-On: What it does and how to set it up.

What is Visitor Single Sign-On (SSO)?

Visitor Single Sign-On, based on SAML protocol, allows you to map your customer account information with Comm100 fields, and synchronize the information from your login system to Comm100 Live Chat when your customer starts a chat.

With Visitor Single Sign-On, you can get customers’ account details without having them fill out a pre-chat survey, or asking them to provide the information while chatting. This streamlines the chat process, and improves customer experience.

  1. User Sign-In before Chatting

    You can define whether or not your customers need to sign into their accounts with you before having a chat. Three sign-in options are available to satisfy different business requirements.

    • No Sign-In

      Your customers and visitors can start chatting with you right after clicking on your chat button, or after filling out your pre-chat survey (if you have pre-chat survey enabled).

    • Sign-In Optional

      Give your customers and visitors the choice to log into their account or chat as a visitor when initiating a chat. Logged in customers will skip the pre-chat survey, while the non-logged in visitors need to fill out your pre-chat survey before chatting. This not only saves your customers’ time, but also ensures that you always know who you’re chatting with.

      blog-visitor-sso-signin-optional
    • Sign-In Required

      Your customers and visitors are required to log in prior to chatting. If a visitor doesn’t have an account with you, he/she will not be able to access help through live chat. This option helps you automatically keep out ineligible visitors if your live chat is exclusive for customers with accounts.

      Below is a sample screenshot of the login page showing in your chat window. Customers who have already logged in elsewhere on your website will skip this process, and start chatting with an operator immediately.

      blog-visitor-sso-signin-required
  2. Customer Account Information in Visitor Monitor

    After your customer logs in and starts a chat, you can see his/her account information in the mapped fields of the Pre-Chat and Custom Variable sections. Additionally, the ID of the customer in your account system is also displayed in the Info tab of Comm100 Visitor Monitor, next to his/her name. You can use the ID to search for any additional information as needed.

    Customer Information in Visitor Monitor
  3. Create Custom Chat Routing Rules

    The mapped fields in your pre-chat survey and custom variable can be used to create chat routing rules. For example, every customer in your account system has a membership level, and customers of the different levels in your company are served by different teams. You can then map the membership level information with a pre-chat field or custom variable in your Comm100 Live Chat, and then create a rule to send your customers to the right team.

    blog-visitor-sso-custom-routing
  4. Search for Chat Transcripts with Customer ID

    The ID of a customer in your account system is saved to the chat transcript when a chat session ends. You can use the ID as a filter in the History section to quickly find the past chats that occurred between you and the customer.

    blog-visitor-sso-search-chat-with-id

How to Set up Visitor Single Sign-On (SSO)?

  1. Enable Visitor Single Sign-On

    By default, Visitor Single Sign-On is disabled. Click Visitor Single Sign-On under the Advanced menu to enable it and start using your customer account data in Comm100 Live Chat.

    Enable Visitor Single Sign-On
  2. Provide IdP URL and Certificate

    In the SSO Settings section, upload the verification certificate issued by your identity provider, and enter your login page URL in Identify Provider Sign-In URL. If your customer is required to login but hasn’t done so when initiating a chat request, this page will be shown in your chat window so that he/she can login directly from there.

  3. Map Account Data with Comm100 Fields

    In SSO Data Mapping, click Add a Field to map a user attribute in your customer account with a Comm100 field. Repeat this process to add all the fields you need. The fields you can map with in Comm100 Live Chat include:

    • System fields in your pre-chat survey – name, email, company, phone, department and product service
    • Custom fields in your pre-chat survey
    • Custom variables set up in your account
    Map Account Data with Comm100 Fields
  4. Select User Sign-In Options

    Click Customization from the left menu list and then go to the Advanced page; there, you’ll see three SSO sign-in options. You can set whether or not your customers and visitors need to login before chatting as per your requirements.

    blog-visitor-sso-user-signin-options

Do you find our new Visitor Single Sign-On (SSO) feature helpful? Speak with our Enterprise Sales Team to discuss how this feature could help your business.

About 

Anna Cheung heads product marketing in Comm100. She spends most of her day in finding ways to have more people benefit from Comm100's products. In her spare time, she likes learning new things and sharing with others. Connect with Anna on LinkedIn.

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