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Pickups: View and fulfill pickup tickets

The Pickup Manager Dashboard is where library staff can monitor and manage scheduled pickups at their branches. The page is divided into the following tabs:

  • Today Scheduled: this is the default view. Here you'll see all pickups scheduled for the current date.
  • Arrived: when a patron sends the notification that they've arrived for their scheduled pickup (via SMS or web chat), the pickup ticket will appear here.
  • Upcoming: this shows all pickups scheduled for future dates.
  • Late Arrivals: if a patron does not pick up their items on the scheduled date, it will move to this tab starting the following day.

After a patron receives a notification from your ILS that an item is ready for pickup, they will head to the LibCal public booking page associated with a branch to reserve a pickup time. This will generate a pickup ticket in Pickup Manager for that branch. However, branch staff can also create a new ticket on the fly if a patron needs to pick up an item that is outside of your ILS.

Each pickup ticket on the dashboard includes the following details about the pickup:

  • Patron information: including their name, library barcode, email address, mobile number, and items ready for pickup. If your LibCal space booking category was using custom booking form questions, the patron's responses will also be displayed.
  • Status: indicates if the pickup is scheduled, the patron has arrived, or the pickup is complete.
  • Pickup Spot: the name of the space booked in LibCal.
  • Scheduled Time: the date and time that that the patron reserved.
  • Messages: the messages exchanged between the patron and branch staff via SMS or web chat.

In the following sections, you'll learn more about navigating the dashboard and managing a branch's pickups. Note that, to view a branch's tickets, you must be an Admin-level user or a Regular-level user with an access level of Regular or Admin for the branch.


Accessing Pickup Manager

Navigate to Pickup Manager by clicking on the blue Spring-To menu and selecting Pickup Manager from your list of sites.

the Pickup Manager link in the Spring To menu


Stand-by alerts for incoming messages

When the Pickup Manager dashboard is open in your browser, you can enable stand-by alerts to be notified when a patron has arrived for their pickup or sent a new message in a ticket. After a chat or SMS message is received, a browser notification will be triggered to notify staff monitoring the dashboard. (Note: this requires the user to allow notifications from Pickup Manager in their browser. They will be prompted to do this the first time they turn on stand-by alerts.)

To enable stand-by alerts in your browser:

  1. From the Pickup Manager Dashboard, look for Stand-by Alerts in the upper-right corner and click on the OFF link (if this says ON, then you're already good to go!).

the Off link for stand-by alerts

  1. After clicking the link, you'll see a prompt to asking you to enable notifications for Pickup Manager in your browser. Allowing notifications will vary by browser (see the examples below). Note that some browsers (such as Edge) may indicate that notifications are blocked by default -- click the notification to change this setting.

Notifications Blocked message in Edge

  1. Once enabled, the Stand-by Alerts icon will turn green and the status will change to ON. You can click the status to toggle alerts on/off going forward.

the On status for stand-by alerts

Chrome example

In Chrome, look for a prompt below the site's URL. Click the Allow button to enable notifications.

Chrome notification prompt

Firefox example

In Firefox, look for a prompt below the site's URL. Click the Allow Notifications button to enable notifications.

Firefox notification prompt

Edge example

In Edge, look for a prompt below the site's URL. Click the Allow for this site button to enable notifications.

Edge notification prompt

Safari example

In Safari, look for the prompt below the site's URL. Click the Allow button to enable notifications.

Safari notification prompt


Switch between branches

When viewing the Pickup Manager dashboard, you will be able to view pickup tickets for branches where you have Regular or Admin access levels. (System-level Admin users have access to all branches.)

If you have access to more than one branch, you can use the Switch to Branch dropdown to toggle between their tickets on the dashboard. Simply select the branch you want to view and click the Go button.

the Switch to Branch dropdown


View today's scheduled pickups

Under the Today Scheduled tab, you'll find all of the pickups scheduled for the current date. If patrons schedule pickups throughout the day, they'll appear in the list in real time.

ticket options under the Today Scheduled tab

  1. Use the Search box to filter the list of tickets by patron name, pickup spot, or scheduled time.
  2. Click on the View Patron Info () icon next to a patron's name to view their contact information and other details provided in the LibCal booking form submission.
    • If the patron scheduled their pickup time via LibCal, the held items that were ready for pickup at that time can be viewed here, too.
    • Once the pickup ticket is completed, Pickup Manager automatically deletes that holds data.
  3. Click on the Edit () icon in the Actions column to edit the patron's information, or the status of the ticket.
  4. Click on the Delete () icon in the Actions column to permanently delete the ticket. You will be prompted to confirm before the ticket is actually deleted. (This cannot be undone, so please be careful!)

View & complete pickups for arrived patrons

Under the Arrived tab, you'll find all tickets with a status of "Arrived". This status is applied when a patron sends a message that they've arrived for their scheduled pickup time. From here, staff can view and send messages to the patron, then update the ticket status to "Complete" once they've delivered the items to the patron.

the Arrived tab of the dashboard

The following sections will provide more details about managing each step of the pickup process.

Step 1. The patron sends a message when they've arrived

After a patron books their pickup time in LibCal, they'll receive a confirmation email. This will contain instructions for how to notify the library when they've arrived. Pickup Manager will automatically update a ticket's status to Arrived if:

  • The patron sends the designated keyword to the branch's SMS number. (Note: the message must be sent from the mobile number in the ticket's patron information.)
  • The patron starts a web chat using the link provided in their confirmation email. (Note: if no branch staff have the dashboard open, Pickup Manager automatically reply with the branch's No Librarians Available Auto-Response message.)

From this point, the ticket will move from the Today Scheduled tab to the Arrived tab of the dashboard (a red dot will appear in the tab to indicate the new arrival). If stand-by alerts are enabled and you have the dashboard open in your browser, the incoming message will also trigger a browser notification.

the Arrived tab with a red notification dot

What happens if it is outside our opening hours?
If a patron sends a message outside of your branch's hours of operation, Pickup Manager will instead automatically reply using the branch's Off Hours Response Message (which can be customized separately for SMS and chat). The hours of operation and off hours messages can be customized by Admin users in the branch's settings.

Step 2. Branch staff reply to the patron

Although not required, branch staff can reply to the patron directly within the ticket. For example, you can use this opportunity to let the patron know that you're retrieving their items and will be out shortly.

  1. Under the Arrived tab, click on the View/send messages link for the ticket.

the View/Send Messages link for a ticket

  1. In the Messages modal window, if you would like to insert pre-written text from a macro, select it from the Apply Macro dropdown and click the Apply button. The macro text will be added to the Message Text field.

sending a message

  1. In the Message Text field, add/edit the message you want to send to the patron.
  2. Click the Send Message button. 

Messages sent and received from that point will appear in the Messages modal window. This allows you to view the entire conversation from start to finish.

sent messages in the Messsages modal window

Back under the Arrived tab, you can also view the latest message in the Latest Msg column of the dashboard.

the Latest Msg column

Step 3. Completing the pickup

Once you've delivered the items to the patron, the last step is to mark the pickup ticket as Completed. There are a couple ways to do this:

  1. Click the ticket's Mark as Complete () icon in the Actions column of the dashboard.

the Mark as Complete icon

  1. Click the ticket's Edit () icon in the Actions column. Then, in the Edit Pickup Ticket modal window, change the Ticket Status dropdown to "Completed" and click the Save Changes button.

the Ticket Status dropdown in the Edit Pickup Ticket modal window

If your system has Follow-Up Surveys enabled, patrons will receive an email notification asking for their feedback. Completed tickets will be removed from the dashboard after 1 minute, but you can still view them (and any patron feedback) by navigating to Completed in the Pickup Manager navigation bar.


View upcoming scheduled pickups

Under the Upcoming tab, you'll find all pickups scheduled for future dates. If patrons schedule future pickups throughout the day, they'll appear in the list in real time.

the Upcoming tab

  1. Use the Search box to filter the list of tickets by patron name, pickup spot, or scheduled time.
  2. If there are multiple pages of tickets, you can use the pagination buttons to navigate between them.
  3. Click on the View Patron Info () icon next to a patron's name to view their contact information and other details provided in the LibCal booking form submission.
  4. Click on the Edit () icon in the Actions column to edit the patron's information, or the status of the ticket.
  5. Click on the Delete () icon in the Actions column to permanently delete the ticket. You will be prompted to confirm before the ticket is actually deleted. (This cannot be undone, so please be careful!)

View tickets for late arrivals

If a patron has not arrived for their scheduled pickup, the ticket will move to the Late Arrivals tab on the following day.

the Late Arrivals tab

  1. Use the Search box to filter the list of tickets by patron name, pickup spot, or scheduled time.
  2. If there are multiple pages of tickets, you can use the pagination buttons to navigate between them.
  3. Click on the View Patron Info () icon next to a patron's name to view their contact information and other details provided in the LibCal booking form submission.
  4. If you would like to send the patron an SMS message to the mobile number they provided, click on the View/Send Messages link in the Messages column.
  5. Click on the Edit () icon in the Actions column to edit the patron's information, or the status of the ticket.
  6. Click on the Delete () icon in the Actions column to permanently delete the ticket. You will be prompted to confirm before the ticket is actually deleted. (This cannot be undone, so please be careful!)

Create a pickup ticket for a patron

Branch staff can create a new pickup ticket via the Pickup Manager dashboard. This can come in handy if a patron needs to pick up something that is not in your ILS, such as an interlibrary loan, document printout, etc. -- or you need to arrange a pickup outside of your designated spaces or availability times in LibCal.

Unlike pickup tickets generated via a LibCal booking, tickets created via the Pickup Dashboard will not

  • Sync with LibCal space bookings: a corresponding booking will not be created in the branch's associated LibCal space bookings category. If you need to reserve a pickup space for a patron, please create a booking via the LibCal staff interface instead.
  • Validate with your ILS: Pickup Manager will not validate the patron's library account information in your ILS, since no holds are involved.
  • Require patron contact information: patron barcode, mobile number, or email are optional in staff-created tickets.

To create a new pickup ticket:

  1. Click on the Create a Ticket button. The Create Pickup Ticket modal window will appear.

the Create a Ticket button

  1. From the Branch dropdown, select the branch where you want to add the new ticket.

the Create Pickup Ticket modal

  1. Click inside the Ticket Pickup Date and use the provided date picker to select a date and time for pickup.
  2. In the Patron Name field, enter the name of the patron.
  3. Optionally, enter the patron's library ID in the Patron Barcode field.
  4. Optionally, enter the patron's email address in the Patron Email field.
  5. Optionally, enter the patron's mobile number in the Patron Phone field.
  6. Click the Save Changes button.

If the new ticket was scheduled for the current date, then it'll show up under the Today Scheduled tab. Otherwise, you can find it under the Upcoming tab of the dashboard.

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