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LibChat User Guide: 24/7 Library chat (formerly QuestionPoint)

QuestionPoint is migrating to LibAnswers!

The library's 24/7 chat will now be conducted within LibChat/LibAnswers

Tickets and Queues (Follow-up)

Chats that are not fully answered or need some kind of follow-up will go to the Ticket. Tickets are grouped by Queue:

Default: The "Default" queue is for the main Chaffey College-wide chat

Library: The "Library" queue is for the library's 24/7 reference chat. These are chats marked by the Co-op librarians or by us as requiring follow-up.

caution iconRemember to add all tickets to Ref Analytics:

screenshot of interface

Select "Ref Desk Stats" and fill out as you normally would.

Live Chat

Highlights:

  • Once connected to LibChat, change your status to "Internal"
  • Select "Online" for the Reference department
  • Select "Notify" for the Library queue
  • When a new chat comes in, you have 15 seconds to pick up before it's sent to the global co-op
  • After ending a patron chat, make sure to add to Reference Analytics

screenshot Internal status

AND

screenshot libanswers queues

The new chat widget

Chaffey College • 5885 Haven Avenue, Rancho Cucamonga, CA 91737 - 3002 • 909/652-6000
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