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Transcript and End Session tips (Chat)

The following tips help ensure that a complete transcript is sent to the patron's e-mail address after a chat session:

Remind the patron to click the Exit button to leave the chat session.

QuestionPoint sends the transcript to the patron's e-mail address when the patron clicks the Exit button. You receive this message, "Patron ended chat session," when the patron clicks the button. If the patron did not supply an e-mail address on the chat request form, QuestionPoint prompts the patron for an e-mail address when the Exit button is clicked so it can send the transcript.

QuestionPoint does not send the transcript if the patron closes the chat window or goes to another web page without clicking the Exit button. You receive this message, "Patron is no longer connected," about two minutes after the patron leaves without clicking the Exit button or the patron's browser crashes or the connection to the patron is lost.

Click the End Session button when the session is complete.

If you click the End Session button before the patron clicks the Exit button and the patron is still connected, QuestionPoint ends the patron's session and sends the transcript to the patron's e-mail address. If the patron did not supply an e-mail address on the chat request form, QuestionPoint prompts the patron for an e-mail address so it can send the transcript.

If you click the End Session button after the patron clicks the Exit button, QuestionPoint sends the transcript again only if you sent additional messages after the patron exited.

If you click the End Session button but the patron is no longer connected and the patron did not click the Exit button, QuestionPoint sends the transcript only if you have received the "Patron is no longer connected" message. However, QuestionPoint cannot send the transcript if the patron did not supply an e-mail address on the chat request form.

Send an added message to the patron after you click End Session if you suspect that the patron left without clicking the Exit button.

If you send an added message after you click the End Session button, QuestionPoint sends the transcript with the added message to the patron whether or not the patron clicked the Exit button.

There are two ways to send an added message with the transcript after you click the End Session button:

  • Before you click the Close button, you can type a message in the Add a 'message for the patron' box under Send Patron Note and click the Send button. (Pressing the Enter key does not send the message.) Each time you send a message, QuestionPoint sends the transcript with the added message to the patron. However, QuestionPoint cannot send it if the patron did not supply an e-mail address on the chat request form.
  • After you click the Close button, you can send a message with the transcript from QuestionPoint:
    1. Go to the chat transcript in a question list in QuestionPoint.
    2. Click the transcript entry to view the Full Question page.
    3. If necessary, click the Change Patron E-mail button and change the patron's e-mail address if you know the patron's correct address but it is not included or not correct in the Patron field on the Full Question page. (You must also do the next step to send the transcript to the patron.)
    4. Click the Answer button to view the Answer Question page. Send your message from that page. QuestionPoint sends the transcript with the added message to the patron.

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