Feedback for Comm100

On the feature "Automatically send a message if the agent does not respond in ___ minutes." please add an option of 30-seconds. The shortest time we can currently set is 1-minute, but the system post the message way past 1 minute. It is important for our team to respond to our chat before a minute ends.

lease remove the new internal hashtag update. When we type a single letter or a short word, all hashtags containing that letter or word are displayed. This is a very poor update and has made the hashtag search much less usable for us. The issue is that we only want to see hashtags that start with the text we enter, not every hashtag that contains it. We are paying customers across four different sites, so we would greatly appreciate it if you could take our feedback into consideration and review this change. Thank you.

Agents are able to have private canned messages and we can't pull reporting off of those messages or even see them. Sometimes information may be outdated or not delivered in the preferred way according to our policies. Admins should have access to Agents private canned messages to make sure they fit the brand and have correct information.

Hello Comm100 Team, ​We would like to request a highly effective quality-of-life improvement for the agent workspace, specifically regarding the Canned Responses search functionality. ​The Problem: > Our agents handle a high volume of chats and type very quickly. When searching for a canned response (via the search bar or slash commands), they frequently make minor typographical errors (e.g., typing "refnd" instead of "refund", or "cnacel" instead of "cancel"). Currently, the system seems to rely on exact keyword matching. If there is a typo, no results are found, forcing the agent to backspace, correct the typo, and search again. This interrupts their workflow and adds unnecessary seconds to the Average Response Time. ​The Solution: > We highly recommend implementing a "Fuzzy Search" algorithm for the canned responses search. The system should be tolerant of minor spelling mistakes or transposed letters and automatically suggest the closest matching responses. ​The Impact: > This small backend enhancement will drastically reduce friction for fast-typing agents. It eliminates the "delete and retype" loop, speeds up response times, and provides a much more modern, seamless user experience. ​Thank you for considering this smart enhancement to the agent console!

Hello Comm100 Team, ​We would like to request a workflow enhancement that will significantly improve our agents' efficiency and reduce Average Handling Time (AHT). ​The Problem: > Our agents handle a high volume of concurrent chats, meaning their hands are almost always on the keyboard. Currently, to end a chat, they have to break their typing flow, grab the mouse, locate the "End Chat" button, and click it. While this seems small, these micro-delays add up significantly during peak traffic hours and cause unnecessary friction. ​The Solution: > We highly recommend introducing a global keyboard shortcut to immediately close the currently focused chat tab. For instance, in other platforms we have used, the combination of Ctrl + . (or Cmd + . for Mac) is a standard and highly effective shortcut for this action. ​The Impact: > Keeping agents' hands on the keyboard allows for a much smoother, faster, and more ergonomic wrap-up process. It is a simple UI/UX addition that directly translates into faster resolution times and better agent experience. ​Thank you for looking into this workflow improvement!

Hello Comm100 Team, We have a feature request to help improve our agents' wrap-up time (AHT) and efficiency. The Problem: > As our operations grow, our chat tag lists (especially under categories like "General" or "Promotions") have become quite long and cluttered. Currently, agents spend unnecessary time scrolling through these long lists to find the right tags to close a chat. The Solution: > We highly recommend adding a dynamic "Popular Tags" or "Recently Used Tags" section pinned at the top of the tagging menu. This section could automatically display the top 5 to 10 most frequently used tags by the agent or the team. The Impact: > This small UI change would eliminate repetitive scrolling, speed up the chat closing process, and significantly reduce agent fatigue. Thank you for considering this operational improvement!

Hello Comm100 Team, We would like to request a UI enhancement for the agent console regarding customer activity visibility. The Problem: > When agents are handling multiple concurrent chats, it is difficult to know which customers are actively engaged and which ones have stepped away or gone idle. Agents often waste mental bandwidth checking on chats where the customer hasn't responded in several minutes. The Solution: We suggest implementing a visual "Idle" state in the active chat list (left panel). If a customer does not send a message or show any activity for a specific period (e.g., 3 minutes), their chat row should visually fade or turn grey. Note: This is a highly appreciated feature in other platforms like Zendesk, where idle chats automatically grey out. The Impact: This simple visual cue would immediately let agents know that a customer is inactive. It allows agents to instantly shift their focus to active, "hot" conversations without guessing, significantly reducing cognitive load and improving overall handling efficiency. Thank you for considering this quality-of-life improvement for the agent workspace!

Currently, message timestamps in the live chat interface only show hours and minutes (e.g., 11:17). We'd like to request the option to display seconds as well (e.g., 11:17:43). We track First Response Time, Response Time, and Chat Duration at both team and agent level, and our agents have individual performance targets for these metrics. Seeing seconds in real time helps agents stay proactive and self-manage against their goals — similar to how time-on-task visibility works in other productivity and contact center tools. This would be a low-effort UI change with a meaningful impact on agent accountability and performance awareness. Thank you for considering it.

One of my fellow agents told me I was offline but my console was showing that I was online. To me, he appeared offline. I tried sending an agent-to-agent message, but he didn't receive it. I decided to exit the program and start over. When I did, the program hung with the infinite spinny wheel, and I eventually used End Task to kill it. When I logged back in, I got a prompt to enter a code using my Authenticator app, so it appears that what happened is my company SSO connection timed out. We're going to try setting our SSO timeout to a very long time to avoid this (we'll see if that works or not), but regardless, if I'm not connected, the console should let me know that I'm signed out, rather than letting me think it's business-as-usual.

We should be able to formatt our text.