FAQ content

LibChat: Filtering, viewing, editing, and managing transcripts

In this article

Transcripts are recorded for any chat that a patron starts and a user monitoring chat has claimed. To view them, go to LibChat > Transcripts. The visibility of transcripts is determined by a user's permissions and whether they have LibChat enabled for their user account. See the table below for an overview.

User level LibChat enabled? Shared Group Member?* Can view Transcripts?
Admin No n/a No
Admin Yes n/a Yes, for all users, departments & shared groups
Regular No n/a No
Regular Yes Yes Yes, for all chats originating from their group's widgets and/or answered by their group's users
Regular Yes No Yes, for all chats in their assigned departments or chats not assigned to any department
A summary of which transcripts users can view based on their account permissions. *Note that Shared Group Member applies only to LibAnswers sites that are Shared Group Systems.

Searching and filtering your transcripts

Filtering the list

Use the filters at the top of the page to narrow the transcripts you want to review.

chat transcript filters
Under the Transcripts tab, you can use the available filters to narrow which transcripts you want to view.
  1. Include chats from local widgets/depts answered by shared : if your LibAnswers site has departments and chat widgets that are also monitored by shared sites, you can choose to include chats answered by the shared sites with this checkbox. 
  2. ID: use this field to find a specific chat transcript by its ID. When an ID is provided, all other filters will be ignored.
  3. Email/Phone: use this field to filter by the email address or phone number that was input by the patron in the Contact Info field.
  4. Transcript Text: use this field to filter by keywords in the transcript of a chat.
  5. Department: use this field to filter chats to a specific department that is monitoring any chat widget(s). Select "All" to include chats from any department.
    • If a chat was answered not answered by a department (i.e. a solo operator or co-op operator), the Department field will be blank for that transcript.
  6. Owner: use this field to filter chats to the owner/answerer. Select "All" to include chats owned by any user.
  7. Tag: use this field to filter chats based on their assigned tags. Select "All" to include chats with any (or no) tags.
  8. Rating: use this field to filter chats based on the rating that the patron gave to the chat, if they gave one, after the chat was complete. Select "All" to include all ratings.
  9. Widget: use this field to filter chats to a specific widget that is receiving chats. Select "All" to include chats from any widget.
  10. Asked from and To:  use these date fields to filter chats by their submission dates, using the Asked from field to specify a start date and the To field to specify an end date. (The maximum date range you can search at once is 1 year.)
  11. Limit by day: use this field to filter chats to those that originated on a specific day(s) of the week.
    • This is a multi-select field so that you can quickly filter to chats that have come in on weekends only, weekdays, or any other combination of days.
    • The day reflected is based on the time zone of the chat's originating site.                
  12. Answered by Co-Op: if your library belongs to a co-op, use this field to filter chats that were answered by the co-op.
  13. Answered by Group Member: Shared Groups Systems can use this field to filter chats by a specific Group Member Library. Select "Any" to include chats from all member libraries.
    • Note: this filter is disabled for Regular users -- they can only view transcripts for the Group Member Library they are assigned to
  14. Widget's Group Member Library Affiliation: Shared Group Systems can use this to filter chat's based on the group affiliation of the widget where the chat was started.
    • This can be helpful when you want to see all chats originating from a specific group member's widget, even if the chat was ultimately answered by a different group or co-op.
  15. Screensharing: if your library subscribes to the screensharing add-on for LibChat, use this field to filter chats by whether or not a screensharing session was used.
  16. To apply your filters, click the Filter button.
  17. To reset all fields to default, click the Clear Filter link.

Viewing and tagging chat transcripts

  1. After filtering, you will be able to view the chat's transcript by clicking on the View Transcript () icon in the Actions column.
the View Transcript icon
Click on the View Transcript () icon to view a full transcript and its metadata.
  1. In the View Transcript window, you'll first see the specific details about the user and how they submitted the chat. Details include:
    • Name: the name that was input by the user.
    • Contact: the email address or phone number that was input by the user if they were prompted to complete the Contact Info field when the started the chat.
    • Visitor's Address: the IP address of the user.
    • Browser: the browser used by the user.
    • Operating System : the OS used by the user.
    • User Agent: any details about the user agent -- like browser type.  
    • Launched from: the URL of the page that the chat was started on.
    • via Widget: the chat widget that was used to start the chat.
    • Department: the department monitoring the widget, or the department that was selected by the user if multiple departments were available for selection via the widget. In the case of transferred chats:
      • If the two operators are members of the same original department, the original department will be the one used.
      • If they don't share the same departments then the chat will reflect the oldest department of the second operator.
    • Answerer: the operator that answered the chat.
    • Started Chatting: the time that the chat was initiated.
    • Wait Time: the amount of time the user waited before an operator claimed the chat.
    • Chatting Duration: the amount of time spent chatting with the user before the chat was ended.
    • Screensharing: if you've added the Screensharing module to LibAnswers, this will indicate if a screensharing session was requested by the operator during the chat.
    • Screenshare duration: this will indicate how long a screensharing session lasted. The duration begins when the operator signs into the screensharing session as the host and finishes when they end the meeting (in other words, the amount of time spent in the screensharing meeting room). If a screenshare was requested but the session was never started by the chat operator, then the duration will be 0.
    • Internal Note: shows the internal note, if one was left, added by the operator when the chat ended.
    • Client Rating: the rating given, if one was, when the chat ended.
    • Client Comment: any comments that were submitted after the chat ended.
    • Custom Question fields: if any custom questions have been added to the Login View for the chat widget, the responses (if the user completed them) are included. (In the screenshot below, "Your Status" is an example of a custom field.)
    • Initial Question: the text of the question/initial message that was submitted by the user. (Note: this can be optional depending upon a widget's settings.)
    • Ticket Id: the ID of the ticket, if one was created, from the chat.
    • Tags: if tags have been assigned to the chat, they will display here.
The View Transcript window showing a chat's details, tags, and transcript
The View Transcript modal window displays a chat's transcript and metadata.
  1. Below the chat details, you'll find the Select Tags to Add dropdown. Tags allow you to categorize your chats, making it easier to view related chat transcripts in the future. Select the tags you'd like to apply from the dropdown, then click the Add Tags button.
    1. To remove a tag, click on its minus () icon in the chat details.
  2. Below the tags, you'll find the full transcript of the chat.
    1. Click the Open in New Page to View/Edit/Print button, if you would like to view a print-friendly version of the transcript or to make edits to it.
  3. When finished, click the Close button to return to the Transcripts page.
    1. Use the View Previous Transcript and View Next Transcript buttons to quickly navigate between transcripts.

Editing a chat's transcript and removing patron information

When necessary, Admin users have the ability to edit the text and patron names in individual chat transcripts.

  1. After filtering, you will be able to view the chat's transcript by clicking on the Link to Transcript () icon in the Actions column. The transcript will open in a new window.
the Link to Transcript icon
To view the direct link to a chat transcript, click on its Link to Transcript () icon.
  1. Click the Edit Transcript button when viewing the transcript.
the Edit Transcript button
When viewing the chat, click on the Edit Transcript button to edit the transcript text or patron information.
  1. If desired, you can search and replace text within the transcript. This can be helpful, for example, if you need to redact any personal information the patron may have shared during the chat, like a phone number or ID number.
    1. Enter the text you want to find in the Search for field and click the Search button. This will highlight the text in the transcript.
    2. Enter the replacement text in the Replace with field and click the Replace button. This will replace all instances of the text in the Search for field with the text in the Replace with field. (Leave the Replace With field blank to delete the text in the Search for field.)
  2. You can also choose to anonymize this individual transcript. Just click on the Convert patron name to "Patron" button to replace the patron's name with just the word "Patron".
  3. Save your changes.
the Edit Chat Transcript interface
The Edit Chat Transcript interface allows you to search and replace text in the transcript, as well as anonymize the patron's name (if one was provided).

Creating a ticket from a chat

If it is clear from the transcript of the chat that a follow-up is needed, you can opt to generate a new ticket for the chat.

  1. After filtering, you will be able to create a new ticket from the chat by clicking on the Make a ticket from this transcript () icon in the Actions column.
    1.  For transcripts that have had a ticket created already, a link to the corresponding ticket will be displayed.
the Make a ticket from this transcript icon
To create a followup ticket from a chat, click its Make a ticket from this transcript () icon.
  1. On the Create Ticket from Transcript modal, choose where the ticket should go and adjust any details about the patron.
    1. Queue: select the queue the ticket should be assigned to.
    2. Optionally assign to a specific user: choose a specific user to assign the new ticket to.
    3. Patron Name: adjust the name of the patron that will become the asker info for the ticket.
    4. Patron Email: set, if it was not added by the patron via the Contact Info field, the email address the ticket should be sent to.
    5. Add Internal Note to Ticket: optionally add an internal note to the ticket with any details that should be included with the ticket.
  2. Click the Create Ticket button.
the Create Ticket from a Transcript modal window
In the Create Ticket from Transcript modal window, you can select a queue and (optionally) user to which to assign the new ticket. You can also edit the patron info and add an internal note, as well.

Emailing a chat transcript

If details of the chat need to be sent to anyone, you can opt to send an email of the chat's transcript.

  1. After filtering, you will be able to choose the transcript to send via email by clicking on the Email Transcript () icon in the Actions column.
the Email Transcript icon
Click on a chat's Email Transcript () icon to email a copy of the transcript.
  1. On the Email Chat Transcript modal, choose who the transcript should be emailed to.
    1. Transcript Type: select the type of transcript to send. Options include:
      • Patron Transcript: this version is intended to be shared with patrons and will not include system messages or internal notes. The chatting librarian's name will display as their nickname.
      • Librarian Transcript: this version is intended to be shared with librarians and staff. It will include system messages and internal notes, and the chatting librarian's name will display as their real name (not their nickname). 
    2. Recipient: select the LibAnswers account holder the transcript should be sent to.
    3. Or Email Address: manually add the email address (separate multiple email addresses with a space) to send the transcript to.
    4. Add a Note: optionally add a note to be included with the transcript in the email.
  2. Click the Email Transcript button.
the Email Chat Transcript modal window
In the Email Chat Transcript modal window, it's important to select the correct Transcript Type. If you select Patron Transcript, it will exclude internal notes and system messages that occurred during the chat. It will also ensure that the staff member's nickname is displayed instead of their full name.

Banning a user's IP address from a transcript

If it is clear from the transcript of the chat that the user should be blocked from submitting any new chats, you can opt to ban the IP address of the user.

  1. After going to LibChat > Transcripts (and filtering the transcripts as needed), you will be able to ban a user's IP address by clicking on the Ban this IP () icon in the Actions column.
the Ban this IP icon
To ban an IP address from using LibChat, click on its Ban this IP () icon.
  1. On the Ban an IP Address modal, edit the IP address as needed, and optionally add a reason for the ban.
  2. Click Save.
    • Note: banned IP addresses can be managed by Admins from Admin > LibChat Set-up > Banned IP List tab.
the Ban an IP Address modal window
In the Ban an IP Address modal window, enter the IP address to ban and an optional reason for the ban.

Deleting a chat transcript

If it is clear from the transcript of the chat that no record of the chat is needed, Admin users can opt to delete the chat.

  1. After filtering, you will be able to delete a transcript by clicking on the Delete Transcript () icon in the Actions column.
the Delete Transcript icon
To permanently delete a chat transcript and its missed data, click its Delete Transcript () icon.

Export transcripts

  1. To export the currently filtered list of transcripts, click on the Export Transcripts button. Your export request will be queued up and available for download after it completes.
The Export Transcripts button
Click on the Export Transcripts button to queue your export request.
  1. Once the export is ready, you can download it in CSV format under the Export tab.
    1. To download a completed export, click on its download () icon in the Actions column.
    2. To cancel a queued export, click on its cancel () icon in the Actions column.
    3. To delete an export, click on its trashcan () icon in the Actions column.
the Export tab showing requested downloads
Under the Export tab, you can view your queued requests and download completed export files.

The export file will containing the following columns:

  • Chat ID: the numerical ID assigned to the chat.
  • Name: the name that was input by the user.
  • Contact Info: the email address or phone number that was input by the user if they were prompted to complete for their contact information during the chat.
  • IP: the IP address of the user.
  • Browser: the browser used by the user.
  • Operating System : the OS used by the user.
  • User Agent: any details about the user agent -- like browser type.  
  • Referrer: the URL of the page that the chat was started on.
  • Widget: the chat widget that was used to start the chat.
  • Department: the department monitoring the widget, or the department that was selected by the user if multiple departments were available for selection via the widget. In the case of transferred chats:
    • If the two operators are members of the same original department, the original department will be the one used.
    • If they don't share the same departments then the chat will reflect the oldest department of the second operator.
  • Answerer: the operator that answered the chat.
  • Timestamp: the time that the chat was initiated.
  • Wait Time: the amount of time the user waited before an operator responded.
  • Duration: the amount of time the chat lasted, from the time the operator responded to the time the chat was ended.
  • Screensharing: indicates whether screensharing was used.
  • Rating: the rating given, if one was, when the chat ended.
  • Comment: any comments that were submitted after the chat ended.
  • User Fields: the text of any user fields, if they were completed/available, on the Login View of the chat widget
  • Initial Question: the text of the question/initial message that was submitted by the user.
  • Answered by Co-op: indicates whether it was answered by a co-op.
  • Co-op Name: if applicable, the name of the co-op that answered the chat.
  • Transfer History: the details of any transfers that the chat may have undergone.
  • Message Count: the number of messages exchanged by the user and the operator.
  • Internal Note: any notes that were added to the chat by the operator after the chat ended.
  • Transcript: the text of the chat.
  • Tags: any tags applied to the chat.