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How to use Comm100 Audio & Video Chat?

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 which requires an extra cost.

Step by Step Instructions

  1. Log into your Comm100 account;

  2. Click Settings from the left menu;

  3. Click Audio & Video Chat and enable this feature;

    Note: Audio & Video Chat is an add-on feature for paying accounts and requires an additional fee of $9/agent/month.

    Audio and Video Chat Menu
  4. Click OK on the pop up window to proceed;

    Enable Audio and Video Chat
  5. Click on Campaign at the left menu;

  6. Click on the Chat Window;

    Chat Window

    Note: If you have multiple campaigns, please double check the name of the campaign in the upper-right corner of the page and make sure that you’re customizing the correct campaign.

  7. Click on Options for visitors to expand more options;

  8. Enable the options Allow visitors to request audio chats and Allow visitors to request video chats;

    Allow Visitors to Access Audio and Video Chat
  9. Save Changes.

Request Audio & Video Chat from Visitor Side Chat Window

  1. After a chat starts, two icons will appear at the bottom of the Chat Window;

    Audio And Video Chat

    Note: If icons are not available, please check if the visitor is using the supported browsers and platforms. While if icons are grayed out, please check if you are using web version agent console on Chrome or Firefox, or Comm100 Live Chat Desktop App version 8.5.0 or above.

  2. Click on audio or video icon to start and then chat is waiting to be answered;

    Audio And Video Chat
  3. Agent has options to accept or refuse Audio & Video Chat request;

    Audio And Video Chat
  4. An audio chat has been established;

    Audio And Video Chat
  5. You can still send text message while having an audio or video chat.

Request Audio & Video Chat from Agent Console

  1. On the Agent Console, the two icons are available as well;

    Audio And Video Chat

    Note: If icons are not available, please check if the agent is using the supported browsers and platforms. For the Comm100 Live Chat Desktop App, please use version 8.5.0 or above. If icons are grayed out, please check if visitor is using a web browser which does not support Audio & Video Chat or this agent has been already in another audio or video chat.

  2. Click on audio or video icon to start and then chat is waiting to be answered;

    Audio And Video Chat
  3. Visitor has an option to accept or refuse Audio & Video Chat request;

    Audio And Video Chat
  4. A video chat has been established;

    Audio And Video Chat
  5. Video chat view on visitor side chat window;

    Audio And Video Chat
  6. You can still send text message while having an audio or video chat.

Currently, Audio & Video Chat is allowed at one-on-one session, which means a direct talking between one visitor and one agent. Another visitor will not be able to start an audio or video chat with the same agent. Another agent cannot join an ongoing audio or video chat, but the agent can join to send text messages as usual.