New We Are Switching Comm100 Live Chat Agent Console from Flash to HTML5. Read More>> ×

Release Notes

04/06/2017 | Dynamic Campaign, Custom JavaScript for Chat Window, Estimated Wait Time and More (On Shared Platform)

  1. Dynamic Campaign: Display Different Chat Buttons and Windows for Different Visitors

    With Dynamic Campaign, you can define rules to display different chat buttons, pre-chat surveys, chat windows, etc. for different visitors, and route them to different agents or departments. This enables you to provide more personalized service to your customers.

    Dynamic Campaign

    For example, you can display different pre-chat surveys to collect different information from website visitors and paying customers.

    Please note that you need to paste the live chat code for dynamic campaigns onto the webpage where you want to use the feature.

  2. Custom JavaScript for Chat Window

    You can use custom JavaScript to fully control what your chat window looks like. Some common use cases include:

    • Send different messages to visitors in the queue depending on their wait time. For example, if a visitor has waited for 3 minutes, send him/her a message like “Our operators are trying to get to you as fast as they can. Thank you for your patience.” While if a visitor has waited for 10 minutes, send him/her a different message like “Sorry for the wait. You can leave us a message if you don’t want to wait and we’ll get back to you as soon as we can. Thank you for contacting us.”
    • Display what you want your visitors to see when they are waiting in the queue. For example, you can show your knowledge base, company banner or ads while your visitors are waiting.
    custom javascript for chat window

    The screenshot is the queue message of our customer G2A

  3. Estimated Wait Time in the Queue Message

    An estimated wait time will be shown to a visitor in your queue, keeping him/her informed of how long he/she might have to wait before being connected to an agent.

    Estimated Wait Time
  4. File Transfer on Mobile Devices

    Visitors can now send files to agents while chatting on mobile devices.

    visitor send files mobile
  5. Responsive Chat Button on Mobile Devices

    You can customize a chat button that is to be used specifically on mobile devices, which can be entirely different from that which appears on PCs.

    responsive chat button
  6. New Metric: Last Message Sent by Agent
    • We have added the Last Message Sent by Agent metric in the Efficiency and Agent Performance reports for you to gain the total chats where it’s Agent, not Visitor, who sends the last message before a chat ends.
    • We have added Last Message Sent by search condition which allows you to search for chats based on the person who sends the last message of a chat.
      Search Chats by Last Message Sent
  7. Advanced Mode of Wrap-up Category

    The Advanced Mode of Wrap-Up category allows you to add option groups to the Category field. You can select multiple options under each option group when wrapping up a chat. The statistics of the option groups is also available in the Wrap-Up report.

    Option Groups for Wrap-Up Category
  8. New Permission Option: Monitor My Departments’ Chats

    We have added a new permission option which allows agents to monitor only their departments’ chats. You can now set whether an agent can monitor all chats or only the chats of his/her departments.

    Permission of Monitoring Chats
  9. Customization of the Subject of Chat Transcript Email
    • You can now customize the subject of chat transcript emails which are sent to visitors through a quick link on the Chat Window page.
      Customize Subject of Transcript Emails Sent to Visitors
    • You can now customize the subject of chat transcript emails which are automatically sent to your pre-defined email accounts.
      Customize Subject of Transcript Emails Sent for Archiving
  10. Option of Leaving Chat after Transfer

    We have added the option for you to automatically leave a chat when the chat is transferred to another agent or department.

    Leave Chat after Transfer
  11. Custom Variable Information in Offline Message

    Visitor information captured through Custom Variables is displayed in the details of an offline message. The information is available to you no matter whether you view offline messages in your email inbox or in Comm100’s control panel.

    Custom Variable Information in Offline Messages

03/23/2017 | Beta Version of HTML5-Based Comm100 Live Chat Agent Console (On Shared Platform)

We are moving to switch Comm100 Live Chat Agent Console from Flash to HTML5.

the HTML5 Version of Comm100 Live Chat Agent Console

Beta Version of HTML5 Based Agent Console

To ensure the smooth transition from Flash to HTML5, we have planned a two-round beta testing for feedback. This is the second round where the beta version is universally available on our Shared Platform. We’ll evaluate all the collected feedbacks and make improvements and tweaks as needed.

In the coming weeks, the HTML5 based Agent Console will be out of beta and the Flash version will be replaced by the HTML5 version.

To learn more about the switch, please read our blog post: We Are Switching Comm100 Live Chat Agent Console from Flash to HTML5

03/06/2017 | Beta Version of HTML5-Based Comm100 Live Chat Agent Console (To a Selected Group of Clients)

We are moving to switch Comm100 Live Chat Agent Console from Flash to HTML5.

the HTML5 Version of Comm100 Live Chat Agent Console

To ensure the smooth transition from Flash to HTML5, we have planned a two-round beta testing. This is the first round where the beta version is released to a selected group of clients for feedback. We’ll evaluate all the collected feedbacks and make improvements and tweaks as needed.

In the coming weeks, the beta version will be released to all clients for the second round of beta testing and feedback.

To learn more about the switch, please read our blog post: We Are Switching Comm100 Live Chat Agent Console from Flash to HTML5

01/06/2017 | A Brand New Reporting System (On the Shared Platform)

We have redesigned our reporting system to offer industry leading insights on your live chat operation. The new report structure contains 18 independent reports that offer comprehensive organization of data and metrics. In addition, modern visual design and user interaction technologies have been adopted to make your data exploring easy and fun.

Comm100 Live Chat Report - Chat Volume

The main improvements to our reporting system include:

  • A reorganized report structure and 6 new reports to help you more easily acquire comprehensive insights. New reports include Wait Time, Chat Source, Chat Transfer, Manual Invitation, Auto Invitation and Offline Message.
  • Multiple perspectives and filters (at website, department, campaign, or agent level; by hour, day, week, month, or 24/7 distribution) to present data interactively per your individual business needs.
  • New, user-friendly charts and user interaction technologies to enhance data presentation.

To learn more about the new reporting system, please read our blog post: Comm100 Is to Release a Brand New Reporting System Offering Industry Leading Live Chat Insights

11/19/2016 | Dynamic Campaign: Display Different Chat Buttons for Different Visitors (On a Dedicated Platform)

With the dynamic campaign enabled, you can define rules to display different chat buttons for different visitors, and route them to different agents or departments. This way, you can provide more personalized services to your customers.

Comm100 Live Chat Dynamic Campaign

For example, you can group visitors who have placed an order on your website but have not paid into a visitor segment. Once a visitor from this segment arrives, the corresponding chat button will be triggered into effect and the visitor will be routed to a sales agent.

Comm100 Live Chat Dynamic Campaign Rules

Please be noted that you must paste the live chat code for dynamic campaigns onto the webpage where you want to enable the feature.

Comm100 Live Chat Dynamic Campaign Code

11/04/2016 | Salesforce Integration Upgrade, Navigation Menu Reorganization, Wrap-up History, and More (On the Shared Platform)

  1. Enhanced Salesforce Integration

    We have added a Salesforce tab in the agent console to display the Salesforce fields you predefine. This way, you can get quick access to existing customers’ details right in your agent console.

    Comm100 Live Chat Salesforce Integration - Display customer data in the agent console

    You can also manually create Salesforce objects directly in your agent console during a chat or when a chat is ended.

    Comm100 Live Chat Salesforce Integration - Manually create/update Salesforce objects right in the agent console

    Creating a lead/contact in your agent console is exactly the same as that in your Salesforce. All the fields, required or optional, system or custom, are identical and they are displayed in the same order as that in your Salesforce.

    Comm100 Live Chat Salesforce Integration - Create lead in comm100 agent console

    In addition, Salesforce fields can be used to set up your chat routing rules.

    Comm100 Live Chat Salesforce Integration - Create chat routing rules with Salesforce fields

    For more details on the integration, read our user guide.

  2. Reorganized the Navigation Menu of the Control Panel

    We have reorganized the navigation menu of the control panel to streamline the configuration and management of Comm100 Live Chat. This way, you can better understand and locate the menu items as needed.

    Menu reorganization in Comm100 agent console

    For more details on the reorganization, read our blog post on it.

  3. Added Wrap-up History to the Wrap-up Tab in Agent Console

    You can check all wrap-ups relevant to the visitor you are now chatting with right from the agent console under the Wrap-Up tab.

    Wrap-up history in Comm100 agent console

    Click on the items in the list and the wrap-up info will unfold. You can get the chat details for each wrap-up by clicking Details on the right.

    You can also click Refresh to keep the wrap-up history up-to-date.

  4. Added More Information under the History Tab in Agent Console

    In addition to the chat content of your visitors’ past chats, you can now gain more information about the chats directly from the Comm100 Live Chat agent console, including pre-chat data, custom variables, post-chat data, and wrap-up info.

    Display more customer information in Comm100 agent console
  5. Added Grouping Chats by Status in the My Chats Tab

    When this feature is enabled, your chats are automatically grouped into 4 different categories (Ongoing Chats, Incoming Chats, Manually Invited and Ended Chats) based on their statuses. This helps you quickly locate the chat you’re looking for.

    Group chats by status in Comm100 agent console
  6. Added a New Filter for Searching Chat History

    You can now search chat transcripts by the condition that rating comment is not blank. This helps you get a quick glance at all comments your visitors have left for review and follow-up.

    Search for chat history by rating comment

09/27/2016 | Visitors Can Send Files on Mobile Devices (On a Dedicated Platform)

Visitors can now send files to agents during chatting on mobile devices.

visitor send files mobile

07/26/2016 | Browser Notification for Visitors (On a Dedicated Platform)

Visitors can receive popup notifications for new responses from operators on their browser when the chat window is not the current focus.

visitor window popup message

You can enable popup notitifcation for visitors in your control panel.

visitor window popup dashboard

After this option is checked, the browser will ask visitors if chat notifications are allowed to display. If visitors select Allow, then they will receive a popup notification for each new chat response from operators.

visitor window popup notification

07/25/2016 | Embedded Chat Window on Mobile Devices (On a Dedicated Platform)

Embedded chat windows are now available and optimized for mobile devices to ensure a better chat experience when operators and visitors are on the go.

embedded chat window on mobile message

You can also minimize the chat window to the bottom of the screen and see visual notifications when new messages come.

embedded chat window on mobile

07/20/2016 | “Join” Button in the My Chats Tab (On a Dedicated Platform)

A “Join” button has been added on the top right section of each chat window in the My Chats tab. Now you can join any ongoing chat easily by clicking on the Join button on the current chat window.

join an ongoing chat easily

07/13/2016 | Wrap-up History, Post-Chat and Custom Variable Information under History Tab, and New Filter in Chat History (On a Dedicated Platform)

  1. Add Wrap-up History to the Wrap-up Tab in Visitor Monitor

    You can check all wrap-ups relevant to the visitor you are now chatting with right from the chat window under the Wrap-Up tab.

    wrap-up history in visitor monitor

    Click on the items in the list and the wrap-up info will unfold. You can get the chat details for each wrap-up by clicking Details on the right.

    You can also click Refresh to keep the wrap-up history up-to-date.

  2. Add Post-Chat and Custom Variable Information under the History Tab in Visitor Monitor

    In addition to wrap-up and pre-chat information, you can now view post-chat and custom variables information for each chat right from the History tab.

    Display post-chat and custom variable information in chat history

    Also, you can click Details to view the complete chat transcripts.

  3. Add a New Filter for Searching Chat History

    You can now search chat transcripts by the condition that rating comment is not blank. This helps you get a quick glance at all comments your visitors have left for review and follow-up.

    New search filter in chat history

07/01/2016 | Visitor Segmentation, Visitor SSO, Join.me Integration and More (On Shared Platform)

New features included in this release:

  1. Visitor Segmentation

    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. Learn More

  2. Visitor SSO (Single Sign-On)

    Visitor Single Sign-On allows you to map your customer account information with Comm100 fields, and synchronize the information from your login system to Comm100 Live Chat when your customer starts a chat. Learn More

  3. Join.Me Integration

    Comm100 Live Chat Join.Me Integration enables you to share screen with your visitors and provide remote assistance to fix their problems right in your chat console.

    Comm100 Live Chat join.me Integration

    Below are some highlights of this feature:

    • Start a meeting from your chat console
    • Share your screen with visitors to instruct them how to fix a problem
    • Remotely control your visitor’s mouse and keyboard to help them
    • View visitor’s screen upon their permission to quickly locate the problem

    To know the details of how the integration works, please see the Join.Me integration page.

  4. Custom Variable Updates

    The following improvements have been added to empower the Custom Variables feature:

    • Update the value of custom variables in real time
    • Add link to custom variables
    • Display custom variables in visitor list
    • Sort visitors by custom variables in agent console
    • Add two data types for custom variables

    See Sort Visitor List by Custom Variable and Custom Variable Improvements for details.

  5. Chat Invitation as Greeting Messages

    Proactive chat invitation messages will be shown as greeting messages directly in embedded chat window. Learn More

  6. Custom JavaScript

    Custom JavaScript allows you to fully control the appearance and content of your pre-chat survey, offline message and post-chat survey windows. Learn More

  7. Chat Group Tags

    You can use the chat group tags to control how chats initiated by the same visitor on different website/pages should proceed. Learn More

  8. Operator Console Updates
    • Independent visitor list window (Learn More)
    • Send files to other operators in the Operators tab
    • Custom filter

      The Custom Filter feature allows you to define a specific search by your own rules so that you can quickly locate the group of visitors you want to target. Learn More

    • Set when to close the chat window after a chat session ends
    • Group chats by status in the My Chats tab (Learn More)
    • Show department information in the My Chats tab (Learn More)
    • Operators’ unresponsive time (Learn More)
    • Separate sound and popup alerts for new chats in queue (Learn More)
  9. Operator Real Time Report

    Real Time Operator Report provides each operator’s real-time status and workload, as well as the total time they spent in each status.

    Real Time Operator Report
  10. Route Chats by Priority

    You can assign priority (lowest, low, normal, high, and highest) for chat requests. Learn More

06/25/2016 | Custom JavaScript for Chat Window, Estimated Wait Time in Queue Message (On a Dedicated Platform)

  1. Add Custom JavaScript to Chat Window

    You can now add custom JavaScript to fully control what your chat window looks like. Some common use cases include:

    • Send different messages to visitors in the queue depending on their wait time. For example, if a visitor has waited for 3 minutes, send him/her a message like “Our operators are trying get to you as fast as they can. Thank you for your patience.” If a visitor has waited for 5 minutes, send him/her another message like “You can leave us a message if you don’t want to wait and we’ll get back to you as soon as we can. Thank you for contacting us.”
    • Display whatever you want your visitors to see when they are waiting in the queue. For example, you can show your knowledge base, company banner or ads in the queue.
    custom javascript for chat window

    The screenshot is the queue message of our customer G2A

  2. Display Estimated Wait Time in the Queue Message

    An estimated wait time will be shown to a visitor in your queue, keeping him/her informed of how long he/she might have to wait before being connected to an operator.

    display estimated waiting time in queue message

06/17/2016 | Responsive Chat Button: Customize Chat Button on Mobile Devices (On a Dedicated Platform)

You can customize a chat button that is specifically used on mobile devices. Both text button and image button are supported. The chat button on mobile devices can be entirely different from that appears on PCs.

responsive chat button

05/17/2016 | Chat Group Tag: Control How Chats Initiated by the Same Visitor on Different Website/Pages Should Proceed (On a Dedicated Platform)

You can assign a chat group tag to each Comm100 Live Chat code implemented on your websites/pages. Chats initiated by the same visitor on websites/pages with different chat group tags proceed separately, which means one chat doesn’t synchronize with another.

For example, imagine that you’re running multiple websites with different brandings. You can then add a unique chat group to each website. If a visitor is chatting on one of your websites, and later on he/she initiates another chat on a different website of yours, this second chat will be separate from the first one. However if a visitor has initiated multiple chats on separate web pages within the SAME website, those chats will be synchronized one with another.

Assign Chat Group Tag to Code

05/13/2016 | Chat Priority, Custom JavaScript, Operators’ Unresponsive Time, and More (On a Dedicated Platform)

  1. Route Chats by Priority

    You can assign priority (lowest, low, normal, high, and highest) for chat requests. Queued chats with a higher priority are distributed before those with a lower setting. When priority is the same for multiple chats in the queue, chats will be distributed sequentially based on the time visitors entered the queue. This ensures that important chats are answered first.

    Route Chats by Priority
  2. Add Custom JavaScript to Pre-Chat/Offline Message/Post-Chat Window

    Custom JavaScript allows you to fully control the appearance and content of your pre-chat survey, offline message and post-chat survey windows. For example, you can display your existing Contact Us and Survey pages directly in your Comm100 Live Chat windows, or implement interdependent questions in the windows where the selection of the first field determines the content of the second select field.

    Add Custom JavaScript
  3. Operators’ Unresponsive Time

    Operator’s unresponsive time shows how long a visitor has waited for the operator to respond to his/her last message. You may want to answer the visitor who has waited for the longest time first, as the longer the unresponsive time is, the higher the chance is for a visitor to abandon the chat.

    Operators Unresponsive Time
  4. Wrap-up and Pre-Chat Information under the History tab in Visitor Monitor

    Besides the chat content of your visitors’ past chat records, you can now gain the pre-chat and wrap-up information of the chats directly from Comm100 Live Chat Visitor Monitor (the operator chat panel).

    Wrap-up and Pre-Chat Info in History
  5. Pin Chats to the My Chats Tab

    You can pin chats to the My Chats tab for review, wrap-up and other purposes. Unless it is manually closed, a pinned chat will not be removed from the My Chats tab after the chat session ends.

    Pin Chats to My Chats Tab

05/09/2016 | Custom Filter (On a Dedicated Platform)

The Custom Filter feature allows you to define a specific search by your own rules so that you can quickly locate the group of visitors you want to target. Visitor data that can be used to create rules includes:

  • Identification Info — Name, Email
  • Status Info — Status, Auto Invitation, Visitor Segment
  • Geographic Info — City, State, Country/Region, Time Zone
  • Behavioral Info — Current Page URL, Code Plan, Landing Page URL, Current Page Browsing Time, Visit Time, Wait Time, Chat Time, Total Time, # of Pages, Visits, Chats
  • Source Info — Referrer URL, Search Engine, Search Keywords
  • Chat Info — Operators, Department, Product/Service
  • Custom Variable — All the custom variables set up in your account
Custom Filter

04/22/2016 | Custom Outgoing SMTP Server and Notifications for Queued Chat Requests (On a Dedicated Platform)

  1. Send Chat Transcripts and Offline Messages with Your Own SMTP Server

    You can choose whether your chat transcript and offline message emails should be sent out from the Comm100 SMTP server or your own SMTP server. If you choose to use your own SMTP server, your defined email address will be displayed as the From Address and the recipients won’t see the “on behalf of” information.

    Custom Outgoing SMTP Server
  2. Turn On/Off the Sound and Popup Notification for Queued Chat Requests

    This feature allows you to enable and disable the sound and popup notifications for chat requests waiting in the queue. (Your chat queue forms when all the ONLINE operators have reached their maximum concurrent chat number.)

    Notifications for Queued Chat Requests

04/18/2016 | Restriction on Chat Message Frequency, Expiration of File Links, Real Time Operator Report and More (On a Dedicated Platform)

  1. Restriction on Chat Message Frequency

    When a visitor sends 5 messages within 5 seconds, he/she needs to wait for at least 29 seconds before sending a next message. This helps you restrict visitors’ frequency of sending messages, ensuring that your operators will not be overwhelmed with a massive amount of messages all at once.

    Restrict Chat Message Frequency
  2. Set When to Close the Chat Window after a Chat Session Ends

    When a chat session ends, this new feature enables you to choose whether to close your chat window manually, or let the system automatically close it for you after a certain time period. This ensures that you have sufficient time to review chat transcripts from the operator chat panel for wrapping up or other purposes.

    Auto Close Chat Window
  3. Expiration of File Links

    Links of the files transferred during a chat session will expire after the visitor leaves your website. Once expired, the files cannot be accessed through the links, but are always available as attachments in both the transcript emails sent to your visitors, and the archived chat history in your Comm100 control panel.

    File Link Expiration
  4. Real Time Operator Report

    Real Time Operator Report provides each operator’s real-time status and workload, as well as the total time they spent in each status.

    Real Time Operator Report
  5. Hour and Minute Options in Custom Time Range

    You can set the exact hour and minute for a custom time range when reviewing data history. This offers great flexibility, and saves your time, for example, when you want to search for a historical chat happened between certain hours of a day, or when you want to check live chat reports of the past hour and the like.

    Hour Minute in Custom Time Range
  6. Hourly Report for Trend Overview and Individual Operator Performance

    You can view the Trend Overview and Individual Operator reports by hour. This allows you to gain insights into how many visits, accepted/missed/refused chats and messages you received, and how your operators performed in each hour throughout the given time range.

    Trend Overview Hourly Report
    Individual Operator Hourly Report

04/01/2016 | Visitor Segmentation (On a Dedicated Platform)

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.

A new visitor can be in one or more segments per his/her attributes when arriving at your website and you can view the segments right in your Visitor Monitor.

visitor segments in visitor list

A visitor’s segment(s) will also be displayed in My Chats tab in details. You can see from the screenshot below that each segment is shown in the right hand info area with its color and name.

visitor segments in my chats tab

In addition, the visitor’ segment(s) will be updated in real time per his/her activities on your website so that you can always get the latest segment information.

Below are some highlights of this feature:

  • Use visitor data collected from Comm100 Live Chat as parameters in the conditions to customize your own visitor segments
  • View visitor segment(s) in both Visitors and My Chats tabs
  • Send notifications to specified operators/departments for visitor segment(s) update
  • Query visits/chats/messages details of each visitor segment in the History section

To know more details, please visit our blog post about the Visitor Segmentation feature.

03/31/2016 | Group Chats by Status and Show Department Information in the My Chats Tab (On a Dedicated Platform)

  1. Group Chats by Status in the My Chats Tab

    When this feature is enabled, your chats are automatically grouped into 4 different categories (Ongoing Chats, Incoming Chats, Manually Invited and Ended Chats) based on their status. This helps you quickly locate the chat you’re looking for.

    Group Chats by Status
  2. Show Department Information in the My Chats Tab

    When this feature is enabled, the department information of a chat, i.e. which department the chat is routed to, is displayed beneath the visitor’s name in the My Chats tab. This helps you quickly identify which department the visitor is chatting with.

    Show Department Information

03/29/2016 | Visitor Single Sign-On (On a Dedicated Platform)

Visitor Single Sign-On allows you to map your customer account information with Comm100 fields, and synchronize the information from your login system to Comm100 Live Chat when your customer starts a chat.

You can get customers’ account details without having them fill out a pre-chat survey, or asking them to provide the information while chatting. This streamlines the chat process, and improves customer experience.

Customer Account Information in VM

Below are some highlights of this feature:

  • Set whether or not your customers need to sign into their accounts before chatting
  • View your customers’ account information in Comm100 Live Chat Visitor Monitor
  • Create custom chat routing rules with customer account information
  • Search for chat transcripts in the History section with your customer ID

To know more details, please read our blog post introducing Comm100 Live Chat Visitor Single Sign-On.

03/22/2016 | Sort Visitor List by Custom Variable (On a Dedicated Platform)

  • Added two data types, Integer and Decimal for your custom variables. This extends the range of customer data you can gather with custom variables. For example, data such as account ID and order ID can be integer or decimal.
    sort visitors by custom variables
  • You can now sort your visitors by the value of a custom variable and act upon the results. For example, you can sort all your visitors by their balance in descending order and reach out to visitors whose balance reach a certain threshold.
    sort visitors by custom variables

03/19/2016 | PCI Form, Credit Card Masking, Operator Chat History and More (On a Dedicated Platform)

We have released all features which were rolled out in our shared platform on Mar. 17 for one of our dedicated deployment clients. For details of these features, please see the release below.

03/17/2016 | PCI Form, Credit Card Masking, Operator Chat History and More (On Shared Platform)

  1. PCI Form

    The PCI form allows you to request sensitive data such as credit card number from visitors through the chat window. The form is designed as per PCI DSS (short for Data Security Standard) compliance rules and is now under PCI compliance review.

    That being said, no sensitive data submitted through the PCI form will be stored in our database and operators can only access the data during the chat session. Once the chat session ends, both operators and visitors cannot get the data. This ensures secure online payment process, which is a significant step in your online business operation.

    pci form
  2. Credit Card Masking

    When the option is enabled, Comm100 Live Chat will mask the credit card number sent directly through the chat window from visitors to protect their data privacy. In such case, credit card number can be submitted through the PCI form to ensure security when necessary.

    credit card masking
  3. Improved Password Policy

    The password policy is upgraded to further protect your live chat account and data security. The newly added password rules are:

    • Passwords should not contain username
    • Admin can set a limit of times an operator changes his/her password within 24 hours
    • Passwords are not common passwords such as ‘123456’, ‘qwerty’, and ‘password’, etc.
    • Block access to user’s account for 30 minutes after a configured number of tries
  4. Real Time Monitor Improvements
    • Today’s Chat Overview

      You can gain a real time overview on how many chats are requested, answered, missed, abandoned or transferred to offline messages.

      dashboard chat overview
    • Today’s Service Efficiency

      You can now monitor the overall service efficiency in real time. Metrics include average wait time, average chat duration, average response time and more.

      dashboard service efficiency
    • Today’s Operator Performance

      You can now monitor whether your live chat team is properly staffed and make timely adjustments where you see fit. Chat Unique Rate refers to the percentage of today’s unique chats versus total chats so that you can have a rough idea on your first chat resolution rate. Operator Utilization refers to the percentage of time your available operators are involved in chatting during their logged-in time.

      dashboard operator performance
    • Custom Metrics

      You can now add custom live chat performance metrics per your own business needs. For example, if you categorize each chat by Inquiry, Suggestion,Complaint and Junk through operator wrap-up, then you can create custom metrics to monitor the percentage of each category on the dashboard in real time.

      dashboard custom metrics
  5. Inter-Department Chat Transfer
    • An ongoing chat can be transferred to another department. The transfer notification will be sent to all available operators in the said department and will keep alarming until one operator accepts the transfer.

      department chat transfer
    • You can search for transferred chats in your chat history by multiple filters. Comprehensive transfer log is also available for future review.

      department transfer chat query
    • You can gain insights on how many chats are transferred from and to a specific department in a certain period of time so that you can make informed adjustment in your routing strategy.

      department chat transfer report
  6. Inter-Operator Chat History

    The history of inter-operator chats is now available for later search and review. You can use multiple filters to search for detailed chat transcripts if necessary.

    inter-operator chat history
  7. Auto Monitor

    Added Auto Monitor feature as a setting option in the operator chat console (Comm100 Visitor Monitor). When this option is enabled, supervisors and other operators who are granted the monitor permission can monitor all ongoing and new incoming chats automatically without clicking on the Monitor button.

    automatically monitor all ongoing and incoming chats
  8. Auto Logout

    When the option is checked, you will automatically be logged out from Comm100 Live Chat when your mouse and keyboard stay idle for a certain period of time. This ensures that no incoming chat requests will be assigned to you when you are actually not available.

03/09/2016 | Improved Manual Chat Invitation (On a Dedicated Platform)

You can send multiple invitation messages to a visitor before he/she responds to your manual chat invitation. All the invitation messages are displayed as greeting messages in the chat window.

03/03/2016 | JavaScript API for Pre-Chat Survey and Custom Variable (On a Dedicated Platform)

  1. Auto Fill Pre-Chat Survey Fields

    With the JavaScript API feature, you can send visitors’ information captured from your custom variables, CRM or other systems, to your pre-chat survey. When your visitors open the survey, the corresponding pre-chat fields are already filled with the captured information.

    For example, if you have custom variables that display visitors’ phone number information, you can use Comm100 JavaScript API to send the information to your pre-chat survey so that your visitors can save time filling out the phone number field.

  2. Skip Pre-Chat Survey for Certain Visitors

    Comm100 Live Chat JavaScript API allows you to skip the pre-chat survey process for certain visitors even when your pre-chat survey is enabled.

    For example, to encourage chat engagement, you may want to allow visitors who are invited to chat to skip the pre-chat survey; meanwhile, visitors who start chats by clicking your chat button still need to fill out the survey prior to chatting.

  3. Update Visitors’ Information Captured by Custom Variable

    Use JavaScript API to update custom variables in real time or with specific values. For example, if you have a custom variable showing the total monetary value of products in your visitor’s shopping cart, you can use the JavaScript API to update the amount information in your chat console as the visitor adds or removes items.

    This helps you gain valuable insight concerning your visitor’s shopping cart total in real time, enabling you to target the quality leads.

02/17/2016 | Custom Variable Improvements, Independent Visitor List Window, Invitation in Chat Window (On a Dedicated Platform)

  1. Custom Variable Improvements
    • Real-Time Custom Variable Update

      The value of your custom variable will constantly update so that you can get up-to-date visitor data in real time.

    • Add Link to Custom Variable

      You can add a custom link to your custom variable so that you can know more details on the value within just one click. For example, if you have a custom variable Account ID linked to your visitor’s profile page, then you can click on the account ID to see the visitor’s profile without having to manually search in your CRM or other platforms.

    add hyperlinks to custom variables
  2. Display Custom Variable in Visitor List

    Showing the value of custom variables as columns enables quicker and easier access to visitors’ data collected through Custom Variable. In addition, with all custom variable value on the same page, you will have an overall picture about your visitors.

    show custom variables in visitor list
  3. Independent Visitor List Window

    You can pop the Visitor tab from the operator chat console (Comm100 Visitor Monitor) out to a separate window. This frees you from constantly switching back and forth between the Visitors tab and the My Chats tab, and works the best when you have two monitors.

    independent visitor list tab
  4. Display Chat Invitation as Greeting Message in Embedded Chat Window

    Different from the popup chat invitation where a visitor need to click on the Chat Now button to start a chat, this type of chat invitation opens a chat window to the visitor being invited, and shows the invitation message as operator’s greeting message in the window. It’s like a chat begins as soon as an invitation is sent, and increases the acceptance rate of your auto and manual chat invitation.

    invitation in chat window

02/02/2016 | Auto Monitor (On a Dedicated Platform)

Added Auto Monitor feature as a setting option in the operator chat console (Comm100 Visitor Monitor). When this option is enabled, supervisors and other operators who are granted the monitor permission can monitor all ongoing and new incoming chats automatically without clicking on the Monitor button.

automatically monitor all ongoing and incoming chats

01/07/2016 | Dashboard Real Time Monitor Improvements, Inter-Department Chat Transfer and Inter-Operator Chat History (On a Dedicated Platform)

  1. Real Time Monitor Improvements
    • Today’s Chat Overview

      You can gain a real time overview on how many chats are requested, answered, missed, abandoned or transferred to offline messages.

      dashboard chat overview
    • Today’s Service Efficiency

      You can now monitor the overall service efficiency in real time. Metrics include average wait time, average chat duration, average response time and more.

      dashboard service efficiency
    • Today’s Operator Performance

      You can now monitor whether your live chat team is properly staffed and make timely adjustments where you see fit. Chat Unique Rate refers to the percentage of today’s unique chats versus total chats so that you can have a rough idea on your first chat resolution rate. Operator Utilization refers to the percentage of time your available operators are involved in chatting during their logged-in time.

      dashboard operator performance
    • Custom Metrics

      You can now add custom live chat performance metrics per your own business needs. For example, if you categorize each chat by Inquiry, Suggestion,Complaint and Junk through operator wrap-up, then you can create custom metrics to monitor the percentage of each category on the dashboard in real time.

      dashboard custom metrics
  2. Inter-Department Chat Transfer
    • An ongoing chat can be transferred to another department. The transfer notification will be sent to all available operators in the said department and will keep alarming until one operator accepts the transfer.

      department chat transfer
    • You can search for transferred chats in your chat history by multiple filters. Comprehensive transfer log is also available for future review.

      department transfer chat query
    • You can gain insights on how many chats are transferred from and to a specific department in a certain period of time so that you can make informed adjustment in your routing strategy.

      department chat transfer report
  3. Inter-Operator Chat History

    The history of inter-operator chats is now available for later search and review. You can use multiple filters to search for detailed chat transcripts if necessary.

    inter-operator chat history

11/07/2015 | Canned Message Shortcut, Operator Wrap-Up and More

This new version of Comm100 Live Chat focuses on helping you improve chat efficiency, better organize your chats, and manage operator permissions. See details as below:

Canned Messages:

  • Added Canned Message Shortcut for you to easily locate and send out a canned message by its shortcut.
  • Added keyword search function for your canned messages.
  • Added Canned Message Report to show each canned message’s total used times so that you can identify the good canned message and seek for improvements.

Other Improvements and Fixes:

  • Added Operator Wrap-up so that you can assign categories and add notes to your chats during and after chat sessions.
  • Added Operator wrap-up Report to help you analyze the data collected from your operator wrap-ups so that you can gain the percentage of a certain type of chats.

Operator Wrap-up:

  • Added the options for you to search the archived chat transcripts by the fields in your pre-chat, post-chat and operator wrap-up forms.
  • Improved permission settings for you to have more granular controls over your operators’ permissions.
  • Displayed operators’ avatars in Visitor Monitor so that you can directly see an operator’s avatar while chatting with him/her in the Operators tab.
  • Improved the audit log so that you can get the detailed data before and after a change takes place.
  • Added table reports for pre-chat and post-chat survey reports.
  • Disabled the visibility of the Operator Avatar section from pre-chat and offline window. (This only applies to the Operator Avatar & Company Logo mode. If you’re using the Banner Image mode, no operator avatar will show on any of your visitor side chat interface.)
  • Fixed the issue that the chat end time in your chat transcripts was displayed in visitors’ time zone.
  • Fixed the issue that if you accessed the control panel by clicking the link in your desktop app, the data in your control panel was shown in UTC time zone.
  • Fixed the issue that chat buttons on mobile browsers were not displayed properly when Responsive Chat Button was enabled.
  • Fixed the issue that in the Comm100 Live Chat Enterprise version, you might fail to update the Chat Auto-Allocation settings when there were a large number of departments in the account.

09/12/2015 | Auto Chat Translation, Display Operator Avatar in Chat Window and More

To help reinforce your branding and improve your customers’ chat experience, this release introduced auto chat translation, displays the operator avatar in the chat window, and provides for CSS customization of the chat window and more. See details as below:

Settings Section:

  • Added Auto Translation function, which automatically translates chat messages to and from a visitor chatting in a different language.

Chat Window Section:

  • Added more color schemes. You can now pick whatever color for your chat window that resonates with your website and branding.
  • Added the option for you to display operator avatar, title and company logo in your chat window.
  • Added more message styles. On top of the default style, you can now select from more options based on your own preferences.
  • Added the option for you to customize your live chat style using your own CSS code.

Report Section:

  • Added the Overview menu and moved the Trend Overview and Distribution by Code Plan reports from the Chats & Queues section to the Overview section.
  • Improved the Chats reports, which is in the Chats & Queues section.
  • Renamed the Online Time in One Day report to Status.
  • Renamed the Custom Fields menu to Surveys.
  • Moved the Rating report to the Operators section.

05/31/2015 | Auto Translator and GoToMeeting Integration

Two new features released for Enterprise users , enables you to chat with international visitors in real time and share screens with your visitors.

  • Google Auto Translation. Operators can select their language and all chat text can be automatically translated to their chosen language in real time. It allows operators to communicate with clients who do not speak their language.
  • GoToMeeting Screen Sharing Integration. Operators can integrate their GoToMeeting account with Comm100 Live Chat, and directly create a desktop share session on Visitor Monitor. It helps resolve clients’ problems quickly.

03/28/2015 | Enhanced reports for Live Chat for Enterprise

A robust live chat reporting system is essential for enterprise users. This new release added more reports and metrics, further revealing the distribution of your clients’ chat requests and the productivity of your operators. See details below:

Dashboard Section:

  • Added Real-Time Monitor on your traffic, chat volume and operator workload in your Dashboard of the Live Chat module.

Reports Section:

  • Added 24/7 Distribution report. You can optimize your shift arrangement by checking the average chats and average queued chat requests on the 24/7 basis.
  • Added Queue Activity report which reflects the status quo of your chat queue, and offers you the insight of your visitors’ tolerance for waiting.
  • Added 3 new metrics of Linear Chat Time, Operator Utilization and Avg. Concurrent Chats to the Operator Workload report. This gives you a clearer and more thoughtful view of your operators’ workload.
  • Added 3 new metrics of Avg. Operator Response Time, Avg. Visitors’ Chat Messages and Avg. Operators’ Chat Messages to the Operator Efficiency report. This enables administrators to measure operator efficiency from multiple perspectives.
  • Added the option for you to check the Overview report based on Department.
  • Added the Chat Acceptance Rate metrics to the Chats report.
  • Re-categorized the metrics in Performance Overview into 2 separate reports of Operator Workload report and Operator Efficiency report.
  • Renamed the Visits & Chats menu to Overview .
  • Renamed the Operator Performance menu to Operators .
  • Renamed the Online Time in One Day report to Status.
  • Renamed the Custom Field menu to Surveys.
  • Moved the Chats report from the Visits & Chats section to the Chats & Queues section.
  • Moved the Rating report to the Operators section.

11/15/2014 | Released MaximumOn for Shared Server Users and Live Chat for Enterprise

MaximumOn™ technology is released for shared server users which can ensure you 100% service uptime SLA.

As an independent solution, Comm100 Live Chat for Enterprise is online to better satisfy enterprise-level needs. See details below:

  • Added chat routing based on 20 + parameters such as Visitor location, Visitor behavior, Pre-chat info, etc
  • Added automatic chat allocation based on 10 variables and 5 principles to make sure each new chat request is accepted by the most appropriate operator
  • Added overflow chats escalation plan where backup department can take care overflow chats
  • Added offline message routing plan to make sure offline messages are taken care by predefined department or operator

09/26/2014 | Released MaximumOn™ Technology for Dedicated Server Users

MaximumOn™ technology is released for dedicated server users. With this technology, Comm100 Live Chat is deployed on 2 servers located in 2 separate data centers. In case one server fails for any reason, the service will seamlessly and automatically switch to the other server, ensuring you 100% server up time SLA.

09/20/2014 | Added Integration with Facebook, Google Plus, Zendesk & Google Analytics

The exciting features in this new version will bring your experience to a higher level. See details below:

  • Added Facebook and Google Plus integration, which enables your visitors sign in with their Facebook or Google Plus account to start a chat instead of filling a pre-chat form
  • Added Google Analytics Event Integration, with which, your visitors’ chat action will be sent to your Google Analytics account as Events for further analysis
  • Added Zendesk integration, with which, your chat transcripts and offline messages are automatically delivered to your Zendesk account as tickets for follow up
  • Added Website Visits Metrics Report to show the visit trend of your website on timely basis
  • Improved file sending procedure with drag and drop feature

08/09/2014 | Improved Account Security & Usability

Enhanced account security settings are added and usability of Comm100 Live Chat is improved in this edition. See details below:

  • Added strict complex password requirement, Login IP restriction and CAPTCHA to protect your account
  • Added mobile website size matched chat button
  • Added typing indicator in iPhone app, showing what your client is typing in real time during the chat
  • Added popup notification for new chats and messages Operator Console on Google Chrome 22+ and safari 7+
  • Added keyboard shortcut on Operator Console

07/28/2014 | Released Live Chat Plugin for Drupal

Comm100 Live Chat for Drupal based websites is online and with this plugin, you can easily install the live chat with a few simple clicks on your Drupal dashboard.

07/11/2014 | Added New Interface Languages

Greek and Turkish are added as new interface languages. You can set Greek or Turkish as interface language on your visitors’ side for better communication with your Greek or Turkish clients.

07/03/2014 | Released Live Chat Plugin for Magento

Comm100 Live Chat for Magento based website is online, and with this plugin, you can quickly install the live chat on your Magento website with intuitive setup process, which only takes a few minutes.

01/11/2014 | Released New Control Panel

Optimized user interface is released, which is dramatically different from our previous version, and new features are online for better user experience. See details below:

  • Optimized the user interfaces and interactive experiences, making the use of Comm100 Live Chat truly intuitive.
  • Separated the customization of visitor side windows into different parts, making it much more flexible and enjoyable.
  • Grouped historical chats, messages, navigations and missed & refused chats all into the History menu.
  • Added Post-Chat survey to help you collect more customer feedback.
  • Added reports on custom fields used in Pre-Chat and Post-Chat surveys, if any.
  • Grouped Search Engine and Search Keyboard reports to the Traffic Source report.

12/16/2013 | Improved Compatibility with IOS 7

iPhone App was updated with better compatibility with IOS 7 and improved interactive experience.

11/20/2013 | Released Embedded Chat Window and API

New features for better user experience and chat data analysis are released in this version. See details below:

  • Added embedded chat window as a new window type, with which, visitors can chat and view your website at the same page.
  • Added API enables you get immediate access to valuable chat data and feed it to your own CRM or other systems.

09/23/2013 | Released Simplified Configuration and Administration Interfaces

In this new version, the configuration and interface of administration panel are simplified and become more intuitive. See details below:

  • Improved code plan configurations, which simplifies the chat button and chat window settings
  • Improved chat window interface and usability
  • Added Visit & Chats Report and News & Updates information on dashboard interface

09/06/2013 | Added Clients’ System Information on Operator Console

Clients’ IP, Device Info, language, time zone and flash version are available on Operator Console.

08/31/2013 | Updated Official Website

Comm100 official website adopted a new style and was improved in both layout and content.

08/28/2013 | Released Optimized Android App

Android app is updated with optimized UI design. When using Android live chat app, you are able to change your status to Away or Online.

05/24/2013 | Released Optimized iPhone and iPad App

iPhone and iPad app are improved both in operator’s side and visitor’s side during this release. See details below:

  • Improved mobile-friendly visitor interface, which will automatically fit for mobile browsers
  • Added iPhone app with optimized interface, account registration option and push notifications

05/20/2013 | Improved Server Upgrade Technology

Zero downtime is made possible for most of our product upgrades, and you can continuously use our product and service without being interrupted during our server upgrade.

04/27/2013 | Added Optimized Implementation Code and Custom Variables

New code and new features are updated in this new version. See details below:

  • Optimized live chat code for quicker loading.
  • Added Custom Variables, with which, you can set up custom variable to grab on-site visitors’ information and show it on Operator Console.

01/11/2013 | Redesigned Operator Console and Salesforce Integration

This new release brings your experience to a higher level with a brand new Operator Console and new features. See details below:

  • Released redesigned Operator Console, which is totally different from the previous one.
  • Added Salesforce CRM, which can be easily integrated with Comm100 Live Chat, and will create tickets for your chats and offline messages for further follow.

09/04/2012 | Released iPad App for Live Chat

iPad app is available in app store. You can download it and chat with your clients on iPad in a neat and clean way.

07/28/2012 | Added Options for Report Export and Chat Customization

In this new version, you can export advanced reports for business analysis and customize your chat options to better communicate with your clients. See details below:

  • Added report export options, and you can export reports for Chats & Offline messages and Visits & Chats Metrics by code plan
  • Added the feature of changing operator status, and admins can set an operator away or log the operator off from Operator Console
  • Added the option of redirecting visitors to a pre-defined web page when your chat button shows offline.
  • Added Private Canned Messages/URLs, and a private canned message/URL is visible and accessible only to its creator
  • Added non-JavaScript chat link for emails, and you can use the chat link in emails so that your contacts can start chats from your email message
  • Improved the interface text which tells visitors what position they are in the queue. Instead of telling visitors how many people are waiting ahead of them, the new version shows “You are No. * in the queue”

03/10/2012 | Added Accept Button and Get Started Wizard

In this new version, an Accept button is added before the status of waiting-for-chat visitors so that operators can click on the button to start chatting. In the meantime, a Get Started Wizard area is created to help new users get the live chat quickly started.

10/24/2011 | Improved Configuration in Control Panel and Operator Console

A whole scale update is online in this release.

On control panel, the changes are:

  • Added integration options with Comm100 Help Desk
  • Added Department feature to group operators
  • Added chat routing rules which would help route the visitors to pre-defined operators or departments
  • Added options to have post chat rating, custom fields in pre-chat and offline message window, customized chat button image and branding image in Customization area
  • Added rules in auto invitation to invite targeted clients to chat with operators
  • Added advanced reports, including Rating Report, Refused & Missed Chats Report, and Operator Performance Report
  • Added Auto Accept Chat Requests, which enables you set max number of concurrent chats for operators and route the visitors to the operator they chatted with last time
  • Added permission settings which allow you to set live chat permission for each operator
  • Added the option to delete chat transcripts, offline message and navigation history
  • Added the option to ban visitors by Visitor ID, IP or IP range
  • Added automatically sending offline messages to multiple email addresses.
  • Added the option for you to create canned message/URL categories to group and manage canned messages /URLs.

On Operator Console, the changes are:

  • Improved desktop app with auto log-in feature, pop-up notifications for New Visitor and Chat Ended
  • Improved usability of Operator Console with added time stamp to each chat message, spell checker, indicator, clickable URL, customized sound alert and customized greeting message
  • Added sending chat transcripts automatically/manually to multiple email addresses.

11/14/2010 | Added Mobile Apps, Options for Interface Customization and Improved Operator Console

A big release is online with mobile apps, more customization options and improved usability of Operator Console. See details below:

  • Added iPhone, Blackberry, and Java Based mobile app for live chat
  • Added new features on the chat window including customizing background color, sending files during a chat and disabling emailing transcripts option
  • Added the option to hide the offline button
  • Added Away status for operators on Operator Console, and operators can still monitor visitors when they are in Away status
  • Added Monitor chat option on Operator Console which allows operators to monitor ongoing chats
  • Added operator showing log-in operators in online or away mode on Operator Console

06/06/2010 | Added New Interface Languages, Chat Button Style and Improved Operator Console

The new changes in this release help you gain more clients and have more user-friendly chatting panel. See details below:

  • Added Japanese, German and Spanish
  • Added floating chat button style making the chat button floating when visitors scroll the page
  • Added clickable Current Page on Operator Console

05/08/2010 | Improved Usability Both from Operator and Visitor’s Side

We add more options both operator and visitor’s side to improve the chat experience. See the details below:

  • Added integration with Comm100 Email Ticket, Chat transcripts and offline messages can be attached to tickets automatically for operators’ further follow up
  • Added customizable interface on the visitor site windows, which allows operators to tailor the system language on chat window
  • Added a Product/Service column in Operator Console, which allows operators to select certain visitors before accepting chat requests.
  • Added Typing Indicator on Operator Console which enables operators to preview what a visitor is typing, and also on visitor’s chat window, which enables visitors to see when the operator is in typing status
  • Improved column layout in Operator Console, which allows operators to customize the column size and column order and the changes can be saved.

01/24/2010 | Improved Operator Console Compatibility and Interface

This new version involves a rewritten Operator Console based on Flash, support for a broader range of operating systems and browsers, improved panel interface, and some bug fixes.

09/17/2009 | Released Live Chat for Windows Mobile

The Windows Mobile app for live chat enables you take care of your clients’ chats when on the go with your cell phone.

08/05/2009 | Released the First Version of Live Chat

Comm100 Live Chat is newly born, which is specially designed for online business and support.