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How to add co-op monitoring to a LibChat widget
Just like a local department or operator, you must first add a co-op to a chat widget before co-op staff can monitor and answer chats from your patrons. You can add co-op monitoring to any new or existing chat widget, either as the initial monitoring option or as a fallback. For example:
- If you want to create a widget that is only monitored by a co-op, you would simply select your co-op as Option 1 and not add any fallback options.
- If you want to create a widget that falls back to a co-op only if local staff are unavailable, you would add the co-op as the very last fallback option in your widget.
- Note: even when a chat widget has the co-op added as a fallback if new chats arrive outside of the hours of coverage your library has with the co-op, the co-op will not be notified and the widget will show as offline.
- If you do not want a widget to be monitored by a co-op, then simply do not add one as a fallback option. This allows you to have widgets that are only monitored by local operators and/or departments.
When creating or customizing a chat widget, you can add or remove co-op monitoring using the Who monitors the widget setting.
- Go to LibChat > Chat Widgets in your local LibAnswers system.
- Either click the Create New Widget to add a brand new widget, or click the edit () icon next to an existing widget you'd like to modify.
- Select the Group Member Affiliation for the widget.
- Under Widget Name & Type, click on the Edit link for the Who monitors the widget setting.
- In the Who Monitors this Widget window, configure the fallback options for this widget.
- Option 1 is the operator, department, or co-op that will be checked first. If the chosen operator, department, or co-op is being monitored, then new chats will be routed to them.
- Click the Add another fallback button to add fallback options to your widget. If the previous option is not being monitored, then LibChat will check each fallback option in order.
- For example, if you chose a local department as Option 1 and it is not being monitored, then LibChat will check Option 2. If Option 2 is not being monitored, it will check option 3, and so on.
- If none of the options are being monitored, then the chat widget will display as offline.
- To remove a fallback option, click on the red delete () icon next to it.
- If you select a co-op as a fallback option, you can use the Co-Op Timed Fallback to automatically fall back to that co-op if your preceding options do not claim a chat after a certain amount of time. Simply enter the number of seconds to wait before the fallback occurs.
- For example, if your Option 1 is your local Reference department and Option 2 is your co-op, this setting would allow new chats to automatically fall back to your co-op if your Reference department does not answer it within the fallback time limit (i.e. 30 seconds).
- This will allow either your Reference department or your co-op to answer the chat. Both would be notified until the chat is claimed, but the co-op would not start receiving notifications until after the Co-Op Timed Fallback period elapsed.
- If you do not want to enable this feature, enter 0 as the number of seconds. In the example above, if this option were disabled, the co-op would only be notified of new chats if the Reference department was not being monitored at all.
- Finish customizing your widget as needed, then click the Set button to save your changes.
- Note: if you're editing an existing widget that has already been embedded on a page, you may need to allow a minute or two for the widget's cache to clear before you notice the saved changes.