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Articles in "Settings & Customizations"

  • How to customize the manual-invitation (with a predefined message on it)?

    With the manual-invitation, you can manually invite a visitor on your website to chat with you. You can customize the invitation according to your needs, including choosing an image that best fits your website, pre-defining a personalized message which is sent along with the invitation, uploading your own invitation image and etc.​ Step by Step…

  • How to accept chat requests automatically?

    Visitors’ chat requests can be automatically accepted by your online agents. This frees your agents from manually accepting chats and your visitors don’t need to wait once they initiate chat requests. Step by Step Instructions Log into your Comm100 account; Click Settings from the left menu list; Click Auto Accept Chats and enable Auto accept…

  • How to enable and customize the Pre-Chat window?

    Pre-Chat window is a window where your visitors need to enter their information before initiating a chat request. It helps agents to know more about visitors before accepting their chats. You can customize the pre-chat window according to your needs. By default, the pre-chat window is disabled. Follow the instructions below to enable and customize…

  • Can I customize my own live chat?

    Yes! Comm100 Live Chat is customizable and you can customize the live chat according to your needs. Currently, all configurable items includes: Chat Button, Chat Window, Invitation, Pre-Chat Window, Offline Message Window, Post-Chat Survey, Interface Language and some other advanced settings. Related Articles How to quickly get started with Comm100 Live Chat? Can I have…

  • How can offline messages be sent to certain email account(s) automatically?

    With Comm100 Live Chat, website visitors can click the chat button to leave offline messages when no agents are online. Please follow below instructions to set up the emails to receive your offline messages. Set Up in Campaign Log into your Comm100 account; Click Campaign at the left menu; Click Offline Message; Note: If you…

  • How to create a new live chat department?

    A department represents a business unit in your organization with specific responsibilities. Departments help you assign incoming visitors to the most suitable agents. You can create multiple departments to group your agents according to their responsibilities. Please note that the department feature is only included in Comm100 Live Chat Business Edition. Step by Step Instructions…

  • How to enable JavaScript in a web browser?

    Enabling JavaScript is required for some Comm100 features to work. Below are specific instructions on enabling JavaScript in your browser. If your browser isn’t listed, please consult its help resources. Notes: Upgrading your browser or installing new security software or security patches may affect your JavaScript settings. Internet Explorer 6.0+ Click the Tools icon; Select…

  • What’s Custom Variable and how to set it up?

    What’s Custom Variable? Custom Variable is an advanced feature in Comm100 Live Chat that enables you to read visitor information from your website and pass it to your live chat system. This enables you to know visitors’ identity without asking, learn their specific behaviors on the website and identify target visitors. You can proactively invite…

  • How to manually convert a chat to a ticket during the chat session?

    If the option Automatically create a ticket when a chat request is accepted by agent has not been enabled, agents can manually convert a chat to a new ticket or attach the chat to an existing ticket in the Live Chat Agent Console window. The integration eliminates time-consuming switching between Live Chat and Ticket application…

  • Can I change the text font of my chat link?

    Yes. To change the text font (e.g. colour, size, family and etc) of your chat link (a chat button with Text Link type), you need to manually modify your live chat code before it is pasted onto your website. Followed is a sample about how to modify your live chat code. You only need to…

  • How to bind a chat button with a specified agent or department?

    You can bind a chat button with a defined agent. After that, the chat requests from this chat button will be routed to the specific agent/department automatically. This is helpful if you want to set up a dedicated chat button for a certain agent. Step by Step Instructions Log into your Comm100 account; Click Campaigns…

  • Can I have my own branding image (logo) in the visitor side windows?

    Yes. You can put your own branding image (logo) in the visitor side windows including Chat Window, Offline Message Window and Pre-Chat Window. Chat Window is used by visitors to chat with your customer service representatives. Offline Message Window is used for your website visitors to leave an offline message when the status of a…

  • How to set Logical Expression?

    When you set up conditions for Auto Invitation, Visitor Segmentation, Routing and Dynamic Campaign, you can use Logical Operators of All, Any or Logical Expression to trigger rules. Step by Step Instructions Select Logical Expression from the drop-down list; Click Add Condition and set up conditions based on your needs. Each condition will have its…

  • How to set Custom Variable Value?

    Comm100 Live Chat Custom Variable uses HTML Document Object Model (DOM) or JavaScript variables to read information on your website. Now Custom Variable will also retrieve QueryString from URL. To utilize custom variables, you need to have that content/information on your website already, and then specify the DOM, JavaScript variable expression, or QueryString from the…

  • How to create a chat button of the Text Link type?

    There are two types of chat button you can pick up: Image Button and Text Link. A chat button of the Text Link type shows as a text hyperlink on your web pages. Your website visitors can click the text link to initiate a chat with you. If you want to use the text link…

  • How to change the sound alert for my live chat?

    At Comm100, we provide multiple sound notifications for new visitors, new chats, new response, chat ended, transferring chat, agent message and exception. These sound notifications can be customized in your Agent Console window. Step by Step Instructions Log into your Comm100 account; Click Get Online & Chat at the left menu to open Agent Console;…

  • How to change the text on chat buttons and visitor side windows to a different language?

    The default display language of chat buttons and the visitor side windows in Comm100 Live Chat is English. We also provide pre-defined button images and the visitor side interface text in Simplified Chinese, Spanish, Japanese, Russian, Portuguese, French, German, Bulgarian, Italian, Turkish, Greek and Dutch to help you simplify the customization. If your preference language…

  • How to use Auto Chat Translation?

    The built-in Google Translate integration helps you automatically translate chat messages to and from a visitor who speaks a different language. Step by Step Instruction Log into Comm100 Visitor Monitor where you chat and monitor site visitors; Move your mouse to Settings and click Language; Check the option Enable Auto Chat Translate to and select…

  • What’s Campaign and how can I benefit from Multiple Campaigns?

    A campaign is a set of configurations that define the style of your chat button and visitor side windows. One campaign has its specific live chat code. With Comm100 Live Chat, you can put a chat button onto multiple webpages by installing the same live chat code onto all your webpages. if you want to…

  • Can I edit the interface text of visitor side windows for different wordings?

    Yes, Comm100 Live Chat supports changing the interface text of your visitor side windows including Pre-Chat Window, Chat Window, Post-Chat Window and Offline Message Window. You can either change the text to a different language, or re-define it for different wording according to your own preference. Step by Step Instructions Log into your Comm100 account;…

  • How to manage my canned messages?

    Canned Messages are pre-defined messages in your account. For instance, a canned message might be an answer to a frequently asked question. During a chat, an agent can pick out canned messages and send them to the visitor, which helps the agent provide the visitor quick response. Step by Step Instructions Log into your Comm100…

  • How to Integrate Comm100 Live Chat with GoToMeeting

    Comm100 Live Chat GoToMeeting Integration enables you to start screen sharing in live chat and provides remote assistance. You can integrate your Comm100 Live Chat with GoToMeeting with just a few clicks. Follow the guide below to set the integration up. Enable Live Chat GoToMeeting Integration Log into your Comm100 account; Click Integrations & API…

  • How to change Chat Window type? Embedded or Popup?

    Chat Window is used by visitors to chat with your customer service representatives. You can customize the chat window to match the style of your website. There are two types of Chat Window, Embedded Chat Window​ and Popup Chat Window. Embedded Chat Window​ Visitors can directly chat with agents on web-pages, like doing facebook chats….

  • How can I customize my Chat Window?

    Chat Window is the window on which your visitors chat with your agents. It is fully customizable. You can tailor the window and make it match the style of your website. Step by Step Instructions Log into your Comm100 account; Click Campaign at the left menu; Click Chat Window; You can choose Color for the…

  • Can I hide the chat button when Live Chat is offline?

    Yes. With Comm100 Live Chat, you can hide the chat button when the live chat is offline. Step by Step Instructions Log in to your Comm100 account; Click Campaign at the left main menu; Click Chat Button and select the campaign you use on the left top screen; Click Options to expand the detailed options;…

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

    You will be alerted by sound or pop-up message when there is a new chat request, a new response, a private message and etc. If you are using our desktop app, you can follow the instructions below to set your notifications. Step by Step Instructions Log into Comm100 Agent Console; Move your mouse to Settings…

  • [User Guide] Integrate Comm100 Live Chat with Your Salesforce

    Comm100 Live Chat Salesforce Integration helps send live chat data to Salesforce CRM for follow up and allows you to identify existing Salesforce contacts/leads right on your chat console. Follow the guide below to quickly set the integration up. Connect Comm100 Live Chat with Salesforce CRM Log into your Comm100 account; Click Integrations & API…

  • Customize Your Chat Window with CSS Code

    Comm100 Live Chat Window can be fully customized by using your own CSS code. This allows you to deliver a consistent and professional image that resonates with your branding and website. This article introduces typical examples about how you can customize live chat window with CSS code to achieve various customization requirements. Change Chat Window…

  • How to integrate Comm100 Live Chat with Zendesk?

    Comm100 Live Chat can be integrated with Zendesk. After integration, chat transcripts and offline messages, together with your clients’ contact information will be sent to your Zendesk account automatically. Please follow step-by-step instructions below to see how you can easily integrate Comm100 Live Chat with Zendesk. Step by Step Instructions Log into your Comm100 account…

  • How to set up a timer to automatically stop chats if visitors have been inactive?

    While you are chatting with a customer, it often happens that you wait for a long time for the customer to send a new response. With Comm100 Live Chat, you have the option to automatically stop the chat if a customer has been inactive for a predefined period of time. You just need to enable…

  • How to quickly send out canned messages during chat sessions?

    A canned message is a pre-defined message, usually created for greetings, frequently asked questions and more. Using canned messages enables agents to save strength repetitively typing the same answers, and thus improves chat efficiency. Comm100 Live Chat allows you to locate canned messages by category, search keyword and shortcut. Follow the instructions below to learn…

  • How to add a new field in Pre-Chat Window?

    You can add new fields in the Pre-Chat window to collect information you need from visitors. Step by Step Instructions Log into your Comm100 account; Click Campaign at the left menu; Note: If you have multiple campaigns, please choose the campaign you are using from the right top dropdown list. Click Pre-Chat and enable it;…

  • What are the two types of Comm100 chat buttons?

    Comm100 Live Chat provides two types of chat buttons: Image Button and Text Link. Image Button There are two types of Image Button: Float Image Button and Static Image Button. Float Image Button Your chat button appears as an image which floats in the page at a fixed position as your website visitors scroll up/down…

  • Can I customize the order of the columns in Agent Console?

    Yes, you can customize the order of the columns in Agent Console where you do real-time monitoring and chatting. Step by Step Instructions Log into Agent Console; Move your mouse to Settings and click Column Settings; Move the columns you’d like to show from Hide These columns to Display these columns and adjust the display…

  • Can I have sound alert when new visitors come to my site?

    Yes, you can get sound alert when there are new visitors landing on your webpages pasted with the Comm100 Live Chat code. The sound alert can be customized in your Agent Console window. Desktop Chat App Open the Desktop Chat App;​ Move your mouse to Settings and click Sound & Popup;​ Select a proper sound…

  • How to change my chat button images?

    Comm100 Live Chat supports using your own image as the chat button image or choosing from our Gallery Images. Step by Step Instructions Log into your Comm100 account; Click Campaign at the left menu; Go to Choose Button Image section under the Chat Button menu; Note: If you have multiple campaigns, please choose the one…

  • How to change my display name which is shown to my website visitors when I am chatting with them?

    Display name is the name you have set for yourself which is shown to your website visitors in your chat window. You can easily change your display name in your Comm100 account. Step by Step Instructions Log into your Comm100 account; Find the My Account portal; Click Agents, choose one agent and click on the…

  • Comm100 Live Chat Facebook and Google+ Connect Integration

    With Comm100 Live Chat integration with Facebook and Google+, visitors now can click the Facebook and Google+ Icons in Pre-Chat window to sign in without filling out the pre-chat form. If a visitor initiates a chat signing in with social media account, an icon of Facebook/Google+ will appear and his/her info (Avatar, Name, Email, etc)…

  • Where to customize the greeting message which displays at the top of chat window?

    Greeting message is a pre-defined welcome message which displays at the top of your chat window. Step by Step Instructions Log into your account and go to Live Chat portal; Click Campaign at the left menu; Note: If you have multiple campaigns, please double check the name of the campaign in the upper-right corner of…

  • Can I automatically send a pre-defined message after a chat request is accepted?

    Yes. You can set up a pre-defined and personalized message which is sent to the visitor once a chat is started. Each agent can customize his/her own auto greeting message. Step by Step Instructions Log into your agent console window; Click Settings; Click Chat Settings; Check Automatically send a pre-defined message after a chat request…

  • Is Arabic/Hebrew supported in live chat?

    Yes, Comm100 Live Chat fully supports Arabic/Hebrew on visitor side. You just need to modify the language to enter your interface text in Arabic/Hebrew. Step by Step Instructions Log into your Comm100 account; Click Campaign at the left main menu under Live Chat module; Go to Language, click Advanced and select the option Customize the…

  • Is there a preview page for me to check how my live chat settings are working?

    Yes. Comm100 Live Chat provides a preview page for you to check your live chat settings. Step by Step Instructions Log into your Comm100 account; Click Installation at the left menu; On Live Chat Code page, click Preview button to access the preview page. Note: If you have multiple campaigns, you need to select the…

  • What’s Offline Message Window and how to customize it?

    Offline Message Window is used for your website visitors to leave offline messages when the status of the chat button is offline. Visitors can also choose to leave offline messages if they don’t want to wait for agents to answer their chat requests. Although offline messages can be viewed in your Comm100 account, you can…

  • Does Comm100 Live Chat support chat queue?

    Yes. Comm100 Live Chat supports chat queue. You can also have a report about your chat queue, showing how many queued visitors were served by agents, how many abandoned the queue, how many chose to leave offline messages, etc. What’s Chat Queue? Chat queue is automatically enabled when you activate the auto accept chat requests…

  • How to set the offline button to redirect visitors to my own page?

    Instead of using the offline message window provided by Comm100, you may redirect your visitors to your own page when your button is in offline status. Step by Step Instructions Log into your Comm100 account; Click Campaign at the left menu; Click Offline Message; Note: Make sure you are editing the correct campaign if you…

  • How can I change my image button style?

    With Comm100 Live Chat, you can make chat button stay in a fixed position where the live chat code is pasted, or float on a specified position (e.g. At the left side) on your webpage. Step by Step Instructions Log into your Comm100 account; Click Campaign at the left menu; Click Chat Button; Choose the…

  • How to easily locate canned messages?

    Do you have tons of canned messages or URLs? Do you have trouble finding them? With Comm100 Live Chat, canned messages are classified by Category. You can easily find your canned messages. Step by Step Instructions Log into your Comm100 account; Click Settings at the left menu; Click Canned Messages; Click New Message to create…

  • Can I automatically invite a visitor to chat with me?

    With Comm100 Live Chat, you can automatically invite visitors to chat with you based on the pre-defined rules. This not only frees you from manually identifying target visitors and sending invitations, but also ensures that no target visitors are missed. Step by Step Instructions Log into your Comm100 account; Click Campaign at the left menu;…

  • Why does the chat button image not display on my site?

    Question I have pasted the live chat code onto my website. But when I open my website, I cannot see my chat button image. Why? Possible Reason Are you using the Monitor Only button? There are three types of chat button: Image Button, Text Link and Monitor Only. The chat button is invisible if you…

  • How to customize the post chat survey window?

    Post chat survey window is a window where visitors can leave evaluative comments and rate agents’ performance after chat. Post chat survey helps you gather clients’ feedback, evaluate employees’ performance and identify improvement opportunities. Comm100 Live Chat also provides Rating Report and Post-Chat Survey Questions Report so that you can a full picture of how…

  • [User Guide] Integrate Comm100 Live Chat with Google Analytics

    Comm100 Live Chat Google Analytics Integration enables you to record visitors’ live chat actions as events in your Google Analytics account. You can check the action reports in Google Analytics and gain insights on how live chat affects your conversion. Follow the guide below to set the integration up and analyze your live chat effectiveness…