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Articles in "Monitor & Chat"

  • How to make my chat button show online?

    After you install Live Chat onto your website, you may see the status of your chat button is Offline. Next open Agent Console with the Online status to make you available for chatting. Agent Console is the application used for the real-time monitoring and chatting. In your Comm100 account, click Get Online & Chat on…

  • Is there a delay time for a visitor to disappear from Agent Console after he/she leaves my site?

    Yes, there is a delay time. With our current version live chat, there is a delay time (approximately 3 minutes) for a visitor’s status to change: From Chat ended to Out of site. From In site to Out of site. From Out of site to disappearing from Visitor Monitor. The delay time is designed to…

  • How to quickly send out a canned message via its shortcut?

    Comm100 Live Chat allows you to have shortcuts for your canned messages. Once you’ve created a shortcut for your canned message, you can easily locate and send out the message in the middle of a chat by typing the pound key (#) followed by its shortcut. Say, you have a canned message “It may take…

  • Where to see my on-site visitors?

    Comm100 Live Chat is a real time monitoring and chatting tool. With Comm100 Live Chat, you can have a 360 degree of your on-site visitors by viewing their detailed information and tracking their activities. Step by Step Instructions Log into your Comm100 account; Go to the Live Chat module; Click Get Online & Chat to…

  • Where to view the total duration of a visit and the minutes a visitor has stayed on each web page?

    In Comm100 Live Chat Agent Console window, you can view visitors information in real time. To some businesses, it is important to find out how long a visitor has stayed on the website and how many minutes the visitor has stayed on each web page. After you log into your Comm100 Live Chat Agent Console,…

  • How can I change my password?

    If you want to change your password, you can reset a new one on your account instantly. Step by Step Instructions Log into your Comm100 account; Click Password in upper right corner of your control portal; Change your password and save it.

  • How to turn on the notifications of Comm100 Live Chat Web App?

    We newly added HTML5 Notifications support in Comm100 Live Chat Web App. Comm100 Live Chat will alert you when there’s a new chat request, a new response, etc. Please follow the steps below to turn on and set the pop-up alert. Step by Step Instructions Log into Agent Console; Click Sound & Popup under Settings;…

  • How can I monitor my on-site visitors?

    With Comm100 Live Chat, you can monitor your site visitors in real time as long as you have pasted the live chat code with javascript on your website. After you Get Online on your Live Chat, go to the Visitors tab and you will have an overview of all your current website visitors. By viewing…

  • Can I join in an ongoing chat?

    Yes. Comm100 Live Chat allows you to collaborate with other agents during a chat session. An agent can join an ongoing chat by selecting the chat and clicking Join. Note: To join a chat, you’ll need to make sure that: There are less than four agents in the chat; You have permission to join the…

  • Can I edit a visitor’s information in the agent console window?

    Yes, you can edit a visitor’s information in Info section of the Agent Console window. Info displays the information a visitor entered in your pre-chat survey before starting chat. Step by Step Instructions Move the mouse to the section shown below and it will come out a pen icon; Click the Pen icon and then…

  • What is visitor filter?

    Visitor Filter enables you to display a selected group of visitors on the visitor list according to your needs. There are three options in total to filter your website visitors. They are All Visitors, All Chats, My Chats and Custom Filter. All Visitors: Display all the visitors in your website; All Chats: Display only the…

  • Can I view the referrers?

    Yes. With Comm100 Live Chat, you can easily know how your customers find you by the Where From column in your Agent Console window. Each line in Where From is displayed as a clickable hyperlink. Please refer to a sample page of the Agent Console window as below: Note: If your visitor types your website…

  • Can I ban/block visitors from initiating chat requests?

    Yes, you can ban/block visitors from initiating chat requests. Your chat buttons are invisible to banned visitors, and in the meanwhile, the banned visitors will not be displayed in the visitor list of the agent chat console (Agent Console Window). With Comm100 Live Chat, you can ban visitors using 2 different ways. One is to…

  • How to stop a chat?

    To stop an ongoing chat, please follow the steps as below: On the Visitor Side Visitors can click End Chat in the top right of the chat window to stop the chat; After that, visitors will get a pop up message to confirm whether they want to leave the chat. On the Agent Side Agents…

  • How can I send files during a chat?

    Yes, Comm100 Live Chat supports file transfer between agent(s) and a visitor. You can view the files during the chat and even after the chat. All the transferred files are attached to the chat transcript for your future review. Note: At most 10 files can be transferred between agent(s) and the visitor during a chat…

  • What kind of visitor’s information can I get before I accept a chat request?

    With Comm100 Live Chat, you can monitor your site visitors in real time. Before a chat, you can see a website visitor’s information, including: Latest Name and Email; Search Engine and Keywords; Referrer, Landing Page and Current Page; Browser, Operation System and Language; IP, City, State/Province, County and Time Zone; First Visit Time, Visit Times…

  • Can I transfer an ongoing chat to another agent?

    Yes, you can. You can collaborate with other agents during a chat session. When you are chatting with a visitor and wish to transfer the chat to another online agent, you just need to click the Transfer icon in the chat panel, select an agent available and click OK. Step by Step Instructions Click on…

  • Is Spell Check supported in Comm100 Live Chat?

    Yes, we provide spell check for English, French, Spanish and German in Comm100 Live Chat. Spell check improves your chat efficiency. Step by Step Instructions Open your Agent Console window; Click Language under Settings; Check Enable Spell Check; Choose a language you want to use from the dropdown list. After that, when a word is…

  • How can I manually invite a visitor to chat?

    You can manually invite a visitor to chat in the Agent Console window. Step by Step Instructions Log in Agent Console from web app or via desktop app; Select a visitor in the Visitor List then click Invite; You can personalize the greeting message showing on the invitation; Click OK. An invitation button shows up…

  • How to log in to the Agent Console automatically?

    You can login to your Agent Console automatically in Comm100 desktop app. With auto login, your Agent Console will be automatically logged in when your PC is started or activated from standby mode. Step by Step Instructions Open the log in page of Agent Console, check Remember Me and log in; Click Other Settings under…

  • What is Private Message?

    You can collaborate with other agents during a chat session. A Private Message is an internal message sent to an online or away agent. The message is only visible to the sender and recipient. Click Agents in Agent Console window to bring up the Private Message dialog box and then you can send message(s) to…

  • How can I view visitors’ navigation in Agent Console?

    Navigation lists the URLs of the pages that the selected visitor has visited. With Comm100 Live Chat, the foot print is recorded in real time and you can view the information in the Agent Console window. Step by Step Instruction Log into your Comm100 Live Chat Agent Console; Select a visitor in Visitor List, click…

  • What information is required in the Agent Console Extension file?

    The Agent Console Extension allows you to extend the capability of the chat console by creating a custom tab for you to perform additional tasks. To create an additional customer tab, you will need to upload an extension file with all the required files such as images, JavaScript and CSS. Our Agent Console Extension Sample…