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

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.

Remember to add all tickets to Ref Analytics:

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

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

AND