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LibAnswers account & LibChat: Customize a user's default LibChat settings, nickname, and profile image

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For each account that has LibChat enabled, there are a variety of settings that can be adjusted at the account-level. These include a variety of default LibChat Settings, setting a nickname to be seen by patrons (instead of your LibApps account username), and a profile image.


Customize your personal LibChat settings

The LibChat Settings that can be adjusted for an account are to:

  • Choose which departments and queues to monitor by default.
  • Turn sound notifications on/off by default.
  • Configure your idle message (which displays to patrons if you've been idle after a specified number of minutes).
  • Select which appointment schedulers to use (these are links sent to patrons for scheduling follow-up appointments with you).
  • Set the default views for your chat dashboard.
  • Display patron and internal chats in separate tabs

To manage the LibChat settings for an account:

  1. To access your account settings, click on your email address in the orange command bar.
    • If you are a Regular user, you can also go to Admin > Account.
    • Or, if you are an Admin user, you can go to Admin > Accounts and edit your account from that page.
  2. On the Manage Account page, scroll down to the LibChat Settings section.
    1. Default Departments to monitor: use this dropdown to select which departments you want to monitor when you first log into the LibChat dashboard. All others will start disabled, meaning you won't be notified of incoming chats for those departments unless you manually enable monitoring for them.
    2. Default Queues to monitor: use this dropdown to select which queues you want to monitor when you first log into the LibChat dashboard. All others will start disabled, meaning you won't be notified of new tickets received by those queues unless you manually enable monitoring for them.
    3. Sound defaults to "on": when this checkbox is enabled, sound notifications for new chats, replies, and tickets will be turned on by default.
    4. Idle time (in minutes): use this to determine how long you must be idle from LibChat before patrons are sent the provided Message text. For example, if you step away for 5 minutes, this can send an automated message to patrons apologizing for the delay.
    5. Scheduler Link Text: although optional, you can send patrons a link to schedule a follow-up appointment with you or another librarian. Use this field to customize the text of that link.
    6. Personal Scheduler URL: enter the URL to your personal appointment scheduler page. If you subscribe to LibCal, use the provided Suggestions dropdown to select your personal Appointments booking page.
    7. System Scheduler URL: enter the URL to a page where patrons can schedule an appointment with any staff member. If you subscribe to LibCal, use the provided Suggestions dropdown to select from one of the Appointments groups in your system.
    8. View Chats: choose how you'd like chats to appear when opened. "Individually" will show one chat at a time and gives you a large chat area for each; "Multi Chat Overlay" opens each chat in a pop-out window, which can then be moved/resized as needed.
    9. Use Internal Chat Tab: choose whether your internal chats should appear in the same tab as patron chats (default) or in their own tab in the LibChat dashboard.             
  3. Scroll down and click the Save button at the bottom of the page.
Options under a user's LibChat Settings

Set the nickname for an account

By default, the first and last name from your LibApps user account will display when chatting with patrons, responding to tickets, and on FAQs that you own. If you would prefer to display an alias instead of your real name, you can set a nickname in your LibAnswers account settings -- choosing to use the nickname for LibChat only or for ticket replies and public pages as well.

When using a nickname for LibChat and when you've chosen to enable the use of a nickname for ticket replies/on public pages, please keep in mind the following:

  • The nickname will be only be displayed in patron-facing interactions -- in the chat widget, when a patron requests a transcript, on ticket replies to the patron, and on public FAQs that you own.
  • You, and other operators monitoring LibChat, will still see your real name in the LibChat dashboard, as well as when viewing chat transcripts. It will also be recorded when adding chats to Reference Analytics or creating tickets from chats.
  • You and other LibAnswers users will still see your real name in ticket threads in LibAnswers, as well as when emailing internal notes and transfers to others. It will also be shown as the ticket owner.
  • You and other LibAnswers users will still see your real name on FAQs that you own when viewing them in edit mode and from the Knowledge Base Explorer: FAQ Entries.  

To adjust the nickname for an account:

  1. Access your account settings, by clicking on your email address in the command bar.
    • If you are a regular-level user, you can also go to Admin > Account.
    • Or, if you are an Admin user, you can go to Admin > Accounts and edit any account from that page.
  2. On the Manage Account page, enter the alias you want to use in the Nickname field.
    • Leave this field empty if you do not want to use a nickname.
  3. To also use your nickname for your ticket replies and on public pages, click the Use nickname for ticket replies and public pages checkbox.
    • When this option is unchecked, your nickname will only be used for chatting with patrons in LibChat.
  4. Scroll down and click the Save button at the bottom of the page.
setting a nickname for an account

Customize your LibChat profile image

When chatting with patrons, an avatar will display next to each message sent. For patrons, this will always be a generic avatar of a person. Chat operators, however, can use the Profile Image option to either display that same generic avatar or use the current image uploaded to their LibApps user profile. This gives staff the ability to add a personal touch to the chat experience and help patrons put names with faces.

To change the profile image:

  1. To access your account settings, click on your email address in the orange command bar.
    • If you are a Regular user, you can also go to Admin > Account.
    • Or, if you are an Admin user, you can go to Admin > Accounts and edit your account from that page.
  2. On the Manage Account page, use the Profile Image options to choose the image to display.
    • Use LibApps profile image: this will use the image currently uploaded to your LibApps user profile. To customize this, click on the Go to LibApps button at the top of the page.
    • Use generic profile image: this will display a generic avatar of a person ().
  3. Use the Profile Image Background Color to select an accent color for your profile image.
    • If you are using your LibApps profile image, this will be used as a border color around your photo.
    • If you are using a generic profile image, this will be used as the background color of the avatar.
  4. Scroll down and click the Save button at the bottom of the page.
Selecting a profile image and background color