Create and manage LibChat departments & settings

What are departments?

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.

Creating new departments

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.

How to automatically assign a queue's users to a chat department

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.

How to add or remove users from a chat department

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.

Managing LibChat's Settings

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. 

Using a sign-off schedule

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.

Anonymizing names in transcripts

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.

Setting up internal chat message scrubbing

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.

Creating and managing system canned messages

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.

Viewing who is signed into LibChat and which departments are being monitored

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.

Managing IP addresses banned from LibChat

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.

Prompt users to add chats and tickets to Reference Analytics

To remind users to record their chats in Ref. Analytics, you can enable automated prompts for recording the transaction when the chat is ended.

Related Springboards