Patron Chat Window (standard chat)
The chat window that the patron uses changes three times during a chat session.
When patron submits request
When the patron submits a chat request using your library's chat form, the patron chat window opens.
If someone is monitoring chat, it contains:
- An End Session link
- A message that includes a greeting, the number of chat requests ahead of the patron's request, and instructions to wait for a librarian
If no one is monitoring chat, it contains:
- A Close Window link
- A message that includes a greeting, an indication that no one is available to chat, and instructions to see your web site for chat hours and contact information
- A link to your library's question form page if your institution administrator has provided the page's URL (Administration > Institution > Settings > Question Form)
When librarian accepts request
When you accept the chat request, the patron chat window changes to contain:
- The chat session transcript (upper part) displays the messages sent between you and the patron.
- The chat session work area (lower part) contains:
- An End Session link
- A message that includes a greeting and a statement that the patron is now chatting with a librarian
- A message box in which the patron types messages to you
- A Send button that the patron clicks to send a message to you
When session ends
When the chat session ends, the patron window changes again to contain:
- A Close Window link
- A message that includes good-bye, session-has-ended, and thank-you statements
- A message stating that a transcript is being sent to the patron's e-mail address, or, in the case of an anonymous chat, a box and button that the patron can use to provide an e-mail address in order to receive a transcript
- A link to complete a survey (if your library turns on the patron chat survey)
- A transcript
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