RefChat training guide

Here is a video demonstration: 

Chatting with patrons

Under the  Chats tab of the dashboard, you'll be able to monitor your assigned departments and manage your claimed chats.

• Claiming a new chat
  When a patron starts a new chat from one of your widgets, you must first claim it before you can send a reply.
  • Viewing the patron's info and history
    If the patron provided their contact info (email address or SMS number) before starting the chat, you will be able to view a list of their most recent chats and tickets.
• Sending messages
  Learn how to send messages, including how to apply basic formatting, insert emoji, and upload & send files. This article also covers how to insert canned messages & links to FAQs, request contact info, send appointment scheduler links, and suggest iFrame (guided) chat.
  • How to create a ticket from the current chat
    If a patron's question requires a follow-up at a later time, you can easily create a ticket so you can reply to them later.
  • Banning a user during a chat
    Learn how to ban the current user's IP address from using LibChat.
  • How to add the current chat to a Reference Analytics dataset
  • Switching between your claimed chats
    Learn how to easily switch between your claimed chats in the dashboard.
  • How to transfer a chat to another user or department
    Learn how to transfer a chat to another online user or department.
• Ending a chat session
  Once a chat is finished, either you or the patron can end the session.

Remember: You only have 30 seconds to pick up a chat before it goes to the global co-op!

• Q: How do I tell the difference between a chat from the Chaffey/Front Page and Canvas chat and the library's Reference chat?
  • A: You can't tell the difference until you've claimed the chat. That's why it is highly recommended that you only monitor one "Department" at a time. That way you won't see chats from the other Departments.
• Q: Can I transfer a chat to another operator (faculty or staff)?
  • A: Yes! See these instructions for how to transfer a chat: https://ask.springshare.com/libanswers/faq/1801
• Q: How can I make sure someone follows up with a patron after the chat ends?
  • A: Create a ticket. Here's how: https://ask.springshare.com/libanswers/faq/1798
• Q: How long do I have to pick up a chat before it goes to the Global Co-op?
  • A: You have 30 seconds to pick up a chat before it goes to the Global Co-op.

Recommended Chat Techniques & Tips:

✔  Keep the conversation flowing.
30 seconds or more of "dead air" is a long time for the patron.  Keep the patron in the know by informing them of what you will do next -- ex. "I will need to check the Chaffey website -- one sec"  etc.

✔  Use short, frequent messages.
Break up long responses into shorter chunks; it's completely okay to use abbreviated messages and/or commonly used acronyms (like, 'brb')

✔  Don't worry about a few typos.

✔  Be informal & friendly, yet maintain professionalism.

✔  Clarity first, conciseness a close second.

✔  AVOID THE CAPS LOCK KEY & EXCESSIVE PUNCTUATION!!!!!!!!!!!