Release Notes

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.

   

   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.

   

   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 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.

   

   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.

   
10. Route Chats by Priority

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

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.
   

   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.

   

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.

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.

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.

   
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.

   
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.

   
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).

   
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.

   

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

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.

   
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.)

   

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.

   
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.

   
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.

   
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.

   
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.

   
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.

   
   

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.

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.

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.

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.

   
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.

   

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.

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.

• 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.
  
• 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.
  

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.

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.

   
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.

   
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.

     
   • 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.

     
   • 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.

     
   • 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.

     
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.

     

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

     

   • 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.

     
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.

   
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.

   
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.

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.

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.

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.

   
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.

   
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.

   
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.

   

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.

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.

     
   • 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.

     
   • 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.

     
   • 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.

     
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.

     

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

     

   • 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.

     
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.

   

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.

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.

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.

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.

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

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.

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

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

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.

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.

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.

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.

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

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.

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

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

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

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.

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

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.

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.

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.

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

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”

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.

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.

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

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

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.

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.

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

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