Accept a chat request from a patron
Use Settings to control the alerts for new chat requests
See Settings (Chat) for information about controlling the notifications that you receive in chat.
Sort columns of information in the chat monitor as needed
Much information in the chat monitor is displayed in tables containing multiple columns. Click a column heading to sort a table by the information in the column. Click the heading again to reverse the sort. An arrow at the right side of the column heading shows the direction of the sort.
When will I see an incoming chat request?
For approximately 40 seconds, the patron's request is available for pickup only by librarians monitoring the patron's primary queue. Then, it also becomes available for pickup by librarians monitoring queues for any assisting cooperatives.
Note: The 24/7 Reference Cooperative's best practices document contains guidelines about accepting requests for the Cooperaives. After 40 seconds, the sessions become visible to other Cooperative members of your group. After two minutes, a Back-up librarian may pick it up.
Preview the question and patron information before you accept a request
New chat requests are listed under the New tab:
Position your mouse pointer over a new chat request (but do not click on the request) to display the Question Preview. The preview contains:
Procedure to accept a chat request
To accept a chat request:
While you chat with a patron, you can view (under the Info tab) all the information about the patron that was included in the Question Preview.
When the patron is typing, "is typing" appears following the patron's name above the transcript in the chat monitor and "!" appears at the beginning of the chat session in the list under the My Active tab.
What a patron sees
When a patron submits a request for a chat session through a chat form, the patron chat window opens:
The patron can send a message while waiting for a librarian to join the session. Any patron message is added to the transcript.
When a librarian joins the session:
For information about what the patron sees when using the Qwidget, see the Patron help topic for the Qwidget.
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