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Ask the Library: Chat and LibChat Dashboard

eReference Services: Ask the Library email, chat, and text

Important

Do not answer or refer a question "off system" (from your own email). Do not send files from your own email. The LibAnswers platform makes it easy to attach files.


What to answer

When monitoring with no Backup, answer:

  • Chat
  • Text (SMS)
  • Email (only on weekends). Ignore during week

When Backup is monitoring, Backup answers:

  • Chat
  • Text (SMS)

LibChat Dashboard: How Email Alerts Look

The LibChat dashboard is what you see when you are monitoring Chat/SMS. It is easy to confuse this with the LibAnswers dashboard.

Email ticket alerts display in a blue box with an envelope icon on the top left:

Do not claim email tickets unless you are the AskRef monitor for the week.

 

Exception: answer email tickets on the weekends because there is no AskRef monitor assigned.

Attach File

Use the paperclip icon next to the canned messages.

Contact Another Chat Operator (User): Internal Message

To send an internal message to another chat monitor, click the person's name in the box:

Staff Online

The conversation will be displayed in a box with a black border. (Black=internal) Other than that it's just like a regular chat, but with no analytics.

Your colleague will see it and see that it's from you. Saves the extra step and the distraction of a phone call.

Contact a chat patron after chat session: Creating Tickets

When you can't finish a chat and need to get back to the patron:

  • Ask for the patron's email
  • Select the icon on the banner that looks like a ticket stub
  • "Create" a ticket (email) and assign it to yourself using the User dropdown menu
  • Submit your question as Open.

Note: only fill out the analytics once; when you complete the answer.

New:

Quick way to request patron's email: see Request Email

Orange box

Spotted recently:

Personal LibChat Canned Messages

You can add canned messages of your own including your own signature line.*

From your Dashboard,

select LibChat, select Canned Messages

 

* Contact System Admin if you are adding a signature line.

Request Email

Quick way to request patron email: use the icon that looks like a rollodex card.

You will see the email address in the chat box. Ungrammatical but easy.

Transfer Chat to Another Chat Operator

If there is another Operator (User) logged in, you can transfer the question to that person. This is especially useful at end of shift when you claimed the question but haven't had time to answer it.

Use the multiple headed person icon.

Transfer Chat Question to an Email and send to Different Queue (Creating Tickets)

Best practice: assign the question to the department ("queue"), instead of the individual. The individual may not be available.

In some cases, it is more effective to transfer a chat instead of giving the patron the other department's contact information. To do this change the chat session into a ticket, that is, an email.

  • Ask for the patron's email
  • Select the icon on the banner that looks like a ticket stub
  • The "Create Ticket from Transcript" box will open
  • Select the Queue
  • Fill out the analytics "transfer to another Ask service" as question type and submit your question as Closed.

Transfer Chat Question to an Email and send to a User in a Different Queue (Creating Tickets)

In RARE cases, you many want to transfer a chat directly to a specialist ("User" in Springshare speak)  in another Queue instead transferring to the Queue. To do this change the chat session into a ticket, that is, an email.

  • Ask for the patron's email
  • Select the icon on the banner that looks like a ticket stub
  • The "Create Ticket from Transcript" box will open
  • Select the Queue, then click the drop down arrow next to "Just assign it to the Queue" and select the name
  • Fill out the analytics as "transferred to subject specialist" as question type and submit your question as Closed.

System Canned Messages

Display Name

Message Action

Busy

I'm working with another person now, please hold.

Hours

The Ask the Library Chat service is available during these hours (http://bit.ly/15r0f6z)

Anything else?

Is there anything else I can help you with?

Again

Contact us again if you have other questions.

Thanks

Thanks for using Ask the Library, the Library electronic chat service. Contact us again if you have other questions.

Interlibrary Loan for nonUD

Interlibrary Loan (ILL) is a library to library resource sharing network. Libraries borrow and lend materials for their library users. Because this is a library to library service, you should start with your library, which for many people is their public library. Fill out a request, giving all the information about the publication. This webpage has information about the service, which will be helpful to your librarian: Interlibrary Loan Lending Services to Other Libraries (http://www.lib.udel.edu/ud/ill/lending.html).

BRB

I'll be right back.

Welcome

You're welcome.

Still there?

Hi, are you still there? I haven't heard from you in a while.

Too busy

Sorry. I'm trying to help several people at once. If you'd rather not wait send your question to Ask the Library email (ask.lib.udel.edu).

Looking at question

Hi. I'm looking at your question and will be with you in a moment.

Close This