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. You can also…
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 Do you select the Hide the offline chat button in the Options under Chat Button menu and are there any online agents? If you enable the feature of…
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…
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…
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? 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…
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…
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…
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…
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….
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…
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…
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)…
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…
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…
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…
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…
The built-in Google Translate integration helps you automatically translate chat messages to and from a visitor who speaks a different language. Please note that the feature is not available in our Team edition. Enable Auto Translation Log into your Comm100 account. Enable your Auto Translation by going to menu Settings > Auto Translation. Use Auto…
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….
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 Preference and click Live Chat. Select Colums. Move the columns you’d like to show from Hide These columns to Display these columns and adjust…
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 Preference and click Live Chat. Select Sound & popup and…
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 Chat Button menu, and select the Image button type, then go to Desktop View. Note: If you have multiple…
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…
After you integrate Comm100 Live Chat with Comm100 Ticketing System, your 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 for your agents. Generate a Chat to a…
There are three types of chat button you can pick up: Adaptive, 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…
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….
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…
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 Advanced to expand the detailed options….
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 Preference…
Comm100 Live Chat provides three types of chat buttons: Adaptive, Image Button and Text Link. You can easily change the chat button from one type to another. Adaptive Adaptive chat button has interactive animations, and adjusts automatically in size and layout to fit mobile screens. You don’t need to customize chat buttons for mobile devices…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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 Preference; Click Live Chat; Check Automatically send a pre-defined message after a chat request…
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…
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….
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…
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…
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 available in Comm100 Live Chat Business and Enterprise Edition. Click here…
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 Campaign…
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….
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…
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…
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…
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 which is not JavaScript based. To utilize custom variables, you need to have that content/information on your website already, and then specify the DOM, JavaScript variable…
The audio and video Chat with Comm100 is built upon the WebRTC communications protocols and application programming interfaces. Below are the supported browsers and platforms for both agent side and visitor side. Note: For visitors to initiate the audio and video chat request when using Google Chrome, your website must adopt HTTPS secure web protocol….
The Audio & Video Chat feature in Comm100 Live Chat enables your agents and your customers to talk over chat at any time. The solution offers a more efficient and effective communication, speeds up resolution time, and improves customer experiences for higher satisfaction rates and increased sales. Audio & Video Chat is an add-on feature…
Comm100 allows you to add your agents’ Title and Bio information and have them display in the Header of the Chat Window. It provides a quick overview of agents’ job responsibilities, level of job, experience, or expertise etc., which helps deliver a better customer experience when they are chatting with your agents. Step by Step…
Comm100 Live Chat offers the ability for chat transcripts to be emailed to you automatically with Agent Wrap-Up comments attached, as well as providing options for agents to attach wrap-up information manually to transcripts. The Agent Wrap-Up form contains different fields which allows agents to categorize and comment on chats. Each wrap-up field can be…
Chat Group Tags are a useful feature for clients with differently branded websites. Adding Chat Group Tags to your live chat code means that if a visitor chats on one of your websites, and later initiates another chat on a different website, Comm100 will record those chats under separate visitor records – even if that…
Comm100 Live Chat with Join.Me Integration allows you to start a screen sharing session with your visitor directly from your chat console. Screen sharing is a great benefit for service and support teams who rely on providing clear, quick assistance. With Join.Me integration, agents can see exactly what the customer is seeing, as well as…
Visitor Segmentation enables you to divide your visitors into different segments based on pre-defined rules and keep operators informed of the visitors’ segments in real time. For example, you can create a visitor segment for the VIP clients and have notifications sent to your VIP support team whenever a VIP client arrives. You can view…
Comm100 Chat Window is fully customizable. It also allows you to remove the Powered by Comm100 text from your chat window to reinforce your branding and create a clean look for your live chat. To remove the text, you will need to use your own CSS code to customize the Chat Window. Step by Step…
Comm100’s Social Media Integration allows your live chat agents to connect with visitors from your Facebook Page and Twitter Account. You can reply to visitors’ comments on your posts, answer questions and chat with them directly through the Comm100 Agent Console – allowing you to distribute and handle social media queries within a defined workflow….
With Comm100 Live Chat, you can automatically invite visitors to chat with you based on pre-defined rules. However, in some scenarios, you might only want to target visitors who are accessing your desktop websites, and remove auto-invitation capabilities for visitors accessing your website from a mobile device. You can disable Auto Invitation for mobile websites…
Comm100 Chat Button is fully customizable. You can also customize the chat button that is used on mobile devices. This helps create a consistent experience across your website – whether it’s viewed on mobile or desktop. Step by Step Instructions Log into your Comm100 account. Click Campaign at the left menu. Go to Chat Button…
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 before you can engage with your Facebook Page and Twitter visitors. Step by Step Instructions…
Comm100’s new version Knowledge Base product integrates with our Live Chat system. It not only allows visitors to benefit from self-service options through a knowledge base search function within the chat window, but also gives your agents quicker access to all of your knowledge base articles while chatting to customers. Our new Knowledge Base is…
Comm100 Live Chat allows you to create Multiple Campaigns, each of which has their own dedicated chat style and settings. For each campaign, you can customize its chat buttons, pre-chat surveys, chat windows, routing rules etc. All you need to do is to get the live chat code of the campaign and implement it on…
Comm100’s Knowledge Base integrates with our Live Chat system. This allows customers to perform a knowledge base search within the chat window before they start chatting, helping to reduce the number of common queries coming through to your agents. Additionally, your agents can also view knowledge base articles within their Agent Console. Step by Step…
Comm100’s Live Chat Conversion feature links together live chat data with your onsite data, allowing you to view how many chats, and the detail of chats which drive your customers to convert. This allows you to assess what types of chats are most useful in encouraging visitors to convert, as well as assessing exactly how…
Comm100 Live chat allows your agents to accept chats automatically. When all agents have reached their maximum concurrent chats, new visitor chat requests will enter a queue sequentially until an agent becomes available. To enable the Chat Queue, Auto Accept Chats or Auto Allocation must be activated. When visitors are waiting in the queue, they…
Now that you have access to your Live Chat account, this guide will help you get started with configuring it to suit your needs, as well as pointing you in the direction of different things to review before you go live. How to Use This Guide Work through each section, step by step. For each…
Twitter will make some important upgrades to the Twitter API platform, and some related services will be deprecated on Thursday, August 16, 2018. As part of this, our social media customers need to reauthorize their Twitter account with us. To ensure the smooth operation of your Twitter account integration and to help with doing this…
Comm100’s WeChat Integration allows you to add your WeChat Official Account to Comm100 Live Chat. With this integration, you can reach your WeChat customers and handle all their queries within the Comm100 Live Chat Agent Console. This article outlines the steps needed to configure the WeChat Integration. Step by Step Instructions Log into your Comm100…
Comm100 Live Chat provides advanced chat routing features which allow you to efficiently route customers to designated departments or agents based on customer location, source, navigation history and other system fields. You can also use the data captured from your Pre-Chat survey or Custom Variables. Rule-Based Chat Routing is only available with our Live Chat…
