Notes are visible only to you and are included in the text of the chat transcript. Internal Note: allows you to record a note that is displayed in the chat thread.Message Patron: sends the text you've input to the patron.Use the Message Patron / Internal Note button to toggle between the type of message to send.To add simple formatting to your message, highlight the text you want to format and click on the Bold ( B ), Italic ( I ) or Underline ( U ) buttons.As you write, the patron's chat widget will let them know that you are currently typing. To return to the chat at any time, click the Chat tab.Click on any question to view the ticket. Under Previous Tickets with this Patron, you'll find a list of chats matching the contact info provided by the patron.Click on any question to view the transcript. Under Previous Chats with Patron, you'll find a list of chats matching the contact info provided by the patron.You'll next see the initial question and custom questions (if included), followed by the patron's IP, the LibAnswers site or co-op library where the chat is coming from, the referring URL, the chat widget the patron is using, and their browser details.To add or edit the patron's email address or SMS number, make your changes to the Contact Info field and click its Update button.To add or edit the patron's name, make your changes to the Name field and click its Update button.While viewing the chat, click on the Patron Information tab.By default, the note states, "Dismissed by Operator." If desired, add a note that will display on the transcript to explain why you dismissed the chat.Instead, you'll see the name of the staff member who is chatting with that patron. If the chat has already been claimed, this button will not appear.Dismissed chats are recorded in the LibChat Transcripts, with the operator who dismissed the chat listed as the Answerer along with a note, if given. This removes the chat from the dashboard for all operators, and it also prevents the patron from leaving feedback. If you're seeing a repeat, rude patron-or if you know an incoming chat is an accident-you can dismiss the chat without claiming it, effectively ending the chat before it begins. The chat will remain active on the dashboard for someone else to claim. Don't want to claim this chat after all? Click the patron name again under Patron Chats-or click the X in the top right of the chat pane-to close the chat details.If the chat has already been claimed, these buttons will not appear.Click on one of the Claim this Chat buttons.If provided, the initial question appears in the chat pane.Under Patron Chats, click on the patron's name to view the chat details.If desired, you can preview the chat details, including the initial question, before claiming a chat. It shows them the chat department they are chatting with. The System Message shows you the automated message that the patron sees.If the patron provided an initial question, it will display.
The chat pane will open where you can start chatting with the patron.A timer displaying how much time has elapsed since the patron submitted the chat displays to the right of the button.Click Claim Chat button under the Patron Chats list.The quickest way is directly from the dashboard (as seen below) or after previewing the chat. To reply to the patron, you must first claim the chat. (If your LibAnswers is a shared group system, the home icon will display if the chat originated from a widget associated with the chat operator's assigned group.) other libraries in your co-op, chats originating from your home institution will display a home ( ) icon next to the patron's name. Monitoring LibChat Co-Op? To help you easily see which chats in the list are from patrons at your library vs.When a patron submits a chat from a widget connected to a department you're monitoring, you'll see the new chat appear under the Chats tab, as well as receive the sound and/or desktop notifications if they are currently active on your dashboard.
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