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LibChat User Guide: Ending a Chat

Ending a Chat Session

Ending a chat session

  1. To end a chat from the dashboard, click on the End Chat button at the top of the chat pane.

Clicking the End Chat button

  1. The chat's status indicator will turn red and a time stamp will appear to indicate that the chat was ended by you.
    1. To add this chat to a Reference Analytics dataset, click the Add to Reference Analytics link.
    2. To send a follow-up to the patron, click the Create a Ticket from this Chat link.
    3. To log an internal note with this chat transcript, enter it in the text box and click the Save button.
  2. To close this chat and remove it from the dashboard, click the Close Chat button.

Clicking the Close Chat button

When a patron ends a chat

  1. If a patron ends a chat, the status indicator will turn red and a time stamp will appear indicating that the chat was closed by the patron.
    1. To add this chat to a Reference Analytics dataset, click the Add to Reference Analytics link.
    2. To send a follow-up to the patron, click the Create a Ticket from this Chat link.
    3. To log an internal note with this chat transcript, enter it in the text box and click the Save button.
  2. To close this chat and remove it from the dashboard, click the Close Chat button.

Closing a chat ended by the patron 

 What happens if the patron gets disconnected from LibChat?

A chat can also end if the patron gets disconnected. For example, the patron's WiFi connection may have dropped, or they navigated away from the chat widget. In cases like this, LibChat will first attempt to reconnect the patron. If unable to reconnect, the chat session will end. The patron's widget will then notify them that they were unable to reconnect and ask them if they would like to submit a ticket for follow up, instead.

Example of a chat widget after a patron was unable to reconnect

Managing a disconnected patron
  1. The chat status indicator will turn orange to indicate that the user is attempting to reconnect.

Orange chat status indicator

  1. If the user is unable to reconnect after a short time, the chat will be disconnected and the patron will be prompted to submit a ticket for follow-up. 
    1. To add this chat to a Reference Analytics dataset, click the Add to Reference Analytics link.
    2. To send a follow-up to the patron, click the Create a Ticket from this Chat link.
    3. To log an internal note with this chat transcript, enter it in the text box and click the Save button.
  2. To close this chat and remove it from the dashboard, click the Close Chat button.

Closing a chat ended by a disconnected patron

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