Library Service Desk

LibChat is the built-in chat reference module for LibAnswers. It allows you to create and embed chat widgets that patrons can use to chat with library staff. Widgets can be monitored by individual staff members, or collectively using departments. With the screensharing add-on module, you can share & annotate your screen with patrons in real-time using Zoom or Microsoft Teams.

When a staff member signs into LibChat, they can monitor their assigned departments, claim & reply to chats, and even keep an eye on incoming tickets, SMS messages, and Facebook messages. Chats can easily be transferred to other online staff members or departments, too, so you can ensure that patrons are matched with the right people to answer their question.

You can even use LibChat to chat with other online staff members, entire departments, or all online staff at once -- no need to use a separate messaging app like Slack, Google Hangouts Chat, or Microsoft Teams to keep up with your team.

In order to begin monitoring LibChat and chatting with patrons, you must first sign into the LibChat dashboard. Once signed in, you will see the Settings tab, where you can adjust which departments and queues you want to monitor, as well as what types of notifications you'd like to receive. Any widgets that are assigned to you or one of your monitored departments will appear as online to patrons.

Signing in to LibChat

At the top of the LibAnswers dashboard, you'll see two areas that indicate LibChat's status.

1. The first status area will indicate whether or not any operator has signed in and is monitoring chat.
   •  LibChat is Offline: This status will display if no operators are currently signed in to LibChat.
   •  LibChat is Online: This status will display if you or any other operator is currently signed in to LibChat.
2. The second status area will indicate whether or not you personally are signed in.
   • LibChat: You are offline: Sign In
     • This status will display if you are not currently signed in to LibChat. The status dot above your profile image will also be red to also indicate you are offline. 
     • To sign in to LibChat: click the Sign In link.
   • LibChat: You are online: Go Chat
     • This status will display if you are signed in to LibChat. The status dot above your profile will also be in green to indicate you are online.
     • This can be a helpful reminder in case you've minimized the LibChat dashboard or it's gotten buried in a pile of browser tabs. :)
     • Clicking the Go Chat link will take you back to the LibChat dashboard. If you are currently signed in at another location, you'll be given the option to end that session and start a new one.
3. You can also sign in to LibChat from the command bar by going to LibChat > Connect.

Help! I'm signed into LibChat, but the widget still appears offline!

Here are a few things to check:

• A widget's online/offline status is cached for 1 minute. If you just signed in and nobody else was already monitoring the department or fallback option, wait a minute or two and refresh the page with your widget. The status should then update.
• Is your status set to Online? Is your LibChat status is set to Online? If you are currently set to Offline or Internal status, and nobody else in the department or fallback option is also monitoring chat, then the widget will appear offline.
• Are you monitoring the widget or other fallback option for that widget? For example, if the widget is set to be monitored by the Reference chat department, but you either do not belong to that department or have turned off monitoring it, the widget will show as offline (unless someone else from the department or fallback option is monitoring it).
• Is the widget properly configured to be monitored by you? Edit your chat widget and check the "Who monitors the widget" setting. Make sure it's configured to be monitored by the intended department, operator, co-op, and/or other fallback options.

In addition to chatting with patrons, you can also use LibChat to chat with other online staff members! Internal chats can be one-on-one with another user, or you can chat as a group with an entire department or all online users. All a user needs is a LibAnswers user account in order to access LibChat.

• Chatting and screensharing with other online staff via an internal chat session
  Learn how to chat one-on-one, as a group with a department, or with all online staff at once.
• Scrubbing internal chat message history (Admin users only)
  By default, internal chat message histories are retained so you can view your recent conversations with a colleague or department. However, Admin users do have the option to automatically delete internal chat messages after a certain number of days.

Whether you're done for the day, or just stepping away for a minute, LibChat makes it easy to set your status accordingly.

• How to sign out of LibChat or set yourself as away
  Learn how to change your status to online, offline, or away in the LibChat dashboard.
  • How to sign another user out of LibChat (Admin users only)
    Did a colleague leave for the day, but forget to sign out of LibChat? No problem! Admin users can easily see which users are currently online and terminate their sessions.
  • How to automatically sign all inactive users out of LibChat at a certain time (Admin users only)
    In addition to manually signing out users, Admin users can also create a daily sign-off schedule. This will force all users offline at a certain time if they are not actively chatting.

• SpringyU Course: Answering & Managing Chats in LibChat

  In this course, you'll learn to use LibChat to chat with patrons or other operators. Before chatting with patrons, it's a good idea to adjust personal settings. Then, explore chat functionality and features, including screensharing and searching FAQs from the chat dashboard. Canned messages can be set up to make answering chats more efficient. Finally, review statistics and reports related to chat, transcripts, and feedback (53 minutes/12 steps).

• Navigating the LibChat Dashboard

  Explore the LibChat dashboard, where you'll find personal chat settings and locations to chat with patrons and other chat operators (7 minutes).

• Claiming Chats & Viewing Chat Details

  Review chats as they come in and claim them to begin chatting with a patron (4 minutes).

• Chatting with Patrons - Basics

  Chat with patrons using basic functionality in LibChat (3 minutes).

• Chatting with Patrons - In Depth

  Take advantage of LibChat features to screenshare, transfer chats, email transcripts, or create tickets for followup (6 minutes).

• Chatting with Patrons - Searching FAQs

  Quickly answer patron questions with answers available in FAQs (3 minutes).

• Creating Shared Canned Messages

  Configure pre-written messages that specific departments or all users can use while chatting (4 minutes).

• Creating Personal Canned Messages

  Set up pre-written messages for your own use, for answering common questions not covered by shared canned messages (4 minutes).

• Reviewing Missed Chats

  View chats that patrons started but exited before a chat operator could claim them (4 minutes).

• Internal Chats

  In addition to chatting with patrons, you can chat with other operators singly or in departments (5 minutes).

• Customizing Screensharing

  Set up screensharing with Zoom or Teams and customize the message patrons see to join sessions (5 minutes).