January 2019 | Release Updates

Zapier is a web-based service that allows you to connect the apps you use every day to automate data transfer between them. Using Comm100’s integration with Zapier you can send live-chat related event data to different web apps or efficiently perform actions based on triggers you set up, making it easy to automate tedious tasks.

The integration is quick and easy to set up and works with many popular web apps such as MailChimp, Zoho CRM, Jira, Slack, Marketo, Trello and many more. Read this article to learn how to integrate Comm100 Live Chat with Zapier.

Now you can receive SMS messages from your customers and reply to them from inside the Comm100 Agent Console. Comm100’s SMS integration allows you to provide quicker, more effective customer service over SMS than ever before.

As our SMS integration is done through Twilio, you need to set up an account and phone number with Twilio first before using Comm100’s SMS integration. Please read this guide to learn how to set up SMS integration with Comm100.

We have added a Note Section in the Agent Console that allows agents to add internal comments to a chat which can be later seen from the History>Chats menu in the control panel.

With this release you can now import canned messages instead of having to add them one by one. You will also be able to export the canned messages if necessary. The supported file formats are .xls, .xlsx and .csv. Here is how you can Import and Export Canned Messages.

With this update we have increased the number of characters supported in the wrap up Comment field to 4000.

This new feature allows visitors and agents to see the status of the messages they send. When a message has been sent but not read, a blue dot on the left side of the message for the sending party. Once the message is read the blue dot will disappear. Click here to read more about how it works.

For agents, this feature is automatically enabled, however, you will need to enable this feature for the visitors.

The following two images show how the feature looks inside the agent console.

With this update Chat Transcripts can be emailed from the Comm100 control panel to more than one email address, Email addresses must be separated by a Comma or a Semi-colon.

The Campaign drop-down menu now supports Search Campaigns by Name.

This search option is available in all the places where the Campaign drop-down menu is found. Here is a comprehensive list:

• Installation> Live Chat Code.
• Campaign> All the sub-menus.
• Settings> Cobrowsing, Visitor Single Sign-on, SSO Sign-in Options.
• History> Chats, Messages.
• Reports> Chat Volume (By time and By Campaign), Pre-Chat Survey, Post-Chat Survey, Wrap up (Survey tab), Auto Invitation (By Time, By Campaign, By Invitation), Offline Message (By Time, By Campaign).

In addition to Name, the Multiple Campaign menu supports search by Id and Description.

Under the Advanced field in History > Chats we have added 2 new filters called Campaign and Duration.

We have added two new columns to the Chat Volume report:

Avg. Wait Time refers to the average time visitors waited in the queue before they were answered by agents, abandoned the queue, or switched to leaving a message.

Avg. Chat Time is the average time it took for an agent to finish a chat.

You will find them under Reports> Chat Volume> By Campaign.