Create and manage LibChat departments & settings
- What are departments?
- Creating new departments
- Managing LibChat's Settings
- Creating and managing system canned messages
- Viewing who is signed into LibChat and which departments are being monitored
- Managing IP addresses banned from LibChat
- Prompt users to add chats and tickets to Reference Analytics
When you create a chat widget, you can choose to have it monitored by an individual operator or a shared department. This not only determines who can answer the incoming chats from this widget, it also determines when the widget will appear online.
- If a widget is being monitored by a single operator, then the chat widget will only appear online when that one person is signed into LibChat.
- When a patron starts a new chat, only that operator will be able to claim it -- even if other operators are signed in.
- But if a widget is being monitored by an entire department, then the chat widget will appear online when at least one of those people is signed into LibChat.
- When a patron starts a new chat, any operator in that department will be able to claim it.
- This can help you distribute the chat workload, while also making it easier to keep your chat service running longer each day.
When creating a department, you need to assign users to monitor chats within that department. You can select individual users, or you can assign a department to a queue. When you assign a department to a queue, any user with access to the queue will be able to monitor chats in that department. This is helpful if you want the same people answering tickets in your reference queue to also monitor chats in your reference department.
- Creating and managing departments
Learn how to create and setup new departments for your chat service.
Instead of manually adding and removing individual users in a chat department, you can assign the department to one of your ticket queues. When you assign a department to a queue, every user in that queue will be able to monitor chats for that department. As you add and remove users from the queue, access to the chat department will be added and removed accordingly.
- Assigning a queue to a department
Tie your queue directly to a chat department.
- Managing user access to a queue
Review the user access for your queues to ensure the proper staff are monitoring chat.
As an alternative to assigning a chat department to a queue, you can assign individual users to monitor the department's chats. This can be useful if you have chat departments that do not correspond to ticket queues, or want to have users who only monitor chats and not tickets.
- Adding and removing users from a department
Manage department monitoring for users for non-queue assigned departments.
Admin accounts can manage a variety of general settings for LibChat including the sign-off schedule, anonymizing names in chat transcripts and setting up scrubbing for internal/staff chat messaging.
You can create sign-off schedule rules to automatically sign everyone off at a certain time each day. Each sign-off schedule rule allows you to define a specific day and time when you want users to be signed out of LibChat. Shortly after that designated time, every user will be automatically disconnected unless they are currently chatting with a patron.
- Adding and managing sign-off schedule rules
Add sign-off rules for individual departments or the entire system.
When you create a chat widget, you can prompt users to provide a name. This name will not only be used during the chat to help you identify the user, but it will also be saved in the chat transcript, as well. If you'd rather not save the name in the transcript, you can choose to represent the patron anonymously.
- Anonymize chat transcripts
Remove users' names from your transcripts automatically.
If you would like to set a limit on the amount of time that the internal chat history is stored, you can choose to Scrub Internal Chat Messages. The scrub will cause all internal chat messages (site, department, and operator-to-operator) to be deleted after they are more than X days old. This does not impact chats you have with patrons.
Canned messages are pre-written messages that you can use while chatting. Admins have the ability to create System Canned Messages that can be used by specific departments, or every user in the system. These can help staff answer questions quickly and consistently, especially for answers that often includes URLs, phone numbers, or other info that would take time to look up.
- System canned messages
Learn how to create and manage the system or department-level canned messages.
- Personal canned messages
Individual users can also create canned messages that are only visible and available to them.
The Who's Online tab of the LibChat settings allows admins to see a list of all users currently monitoring LibChat, the departments that are being monitored, and to sign any users out of chat.
In the event you encounter a patron is abusing your chat service, you can ban their IP address. This will prevent that person from starting new chats from that IP address in the future.
To remind users to record their chats in Ref. Analytics, you can enable automated prompts for recording the transaction when the chat is ended.