LibChat
LibChat is the Library's live chat software. It has been implemented over lockdown to ensure a timely response to emergent queries that would have previously been dealt with via phone, email, or over the helpdesk. We have retained LibChat during re-opening to support patrons who are unable to visit the Library in person.
LibChat is accessible to the right of every screen on our website.
The helpdesk triages all enquiries including those for the Digital Learning Team and Academic Skills Team.
- Remote support of LibChat is determined by the LibChat rota. On-site support of LibChat will be completed by whoever is on the Booking desk.
- You are expected to provide as much support as you are able; creating a ticket out of anything you cannot resolve immediately
- Chats should be claimed within the first minute of arrival, to prevent patrons from moving away from the chat. You can advise patrons to wait a few moments while you handle another enquiry, or find an answer to their question
- All LibChats should be tagged
- We must periodically check records of missed chats; if the patron has left their contact details we may be able to resolve their query
Logging in
Login details will be sent to your staff email address. You will need to login to LibApps to access LibAnswers, and then LibChat.
The instructions below include:
- Logging on
- Active status
- Settings
Claiming and Replying to Chats
While on LibChat, a notification sound will alert you to incoming chats. These enquiries are live and should be responded to in a timely manner.
- Keep the LibChat tab open at all times, and respond to incoming chats in a timely manner
- Utilise Teams to request support from the Front of House team if you receive more than one chat at a time
- Inform patrons of how much time they will have to wait if you are unable to respond to the chat immediately
The below instructions include:
- Claiming chats
- Accessing and updating patron information
- Attaching and sending a file
- Using FAQs
Making a Ticket, Tagging and Closing Chats
After claiming and responding to a chat, it will need to be tagged and closed.
You may realise that you don't have enough information to answer the chat immediately. At this point, you will need to notify the patron that you will raise a ticket out of their query and that someone will get in contact with them when you have a more conclusive answer. After a ticket has been created, the chat can be tagged and closed. Please note, the patron must provide an email address before you create a ticket.
You can also assign tickets to other users, this is a function you will use rarely. Currently, the helpdesk is triaging all enquiries and you will only ever need to assign a ticket to another team member if you:
- Need support answering multiple tickets
- Another member of the front of house team is able to answer the query
- You are responding to a long query and it is the end of your LibChat shift
The below instructions include:
- Tagging chats
- Accessing and updating patron information
- Assigning a chat
- Making a ticket out of a chat
Missed Chats and Searching Chat Transcripts
At the beginning of each evening shift, it is essential that you look for missed chats. These are chats which are received while LibChat is online, but missed (i.e. the patron navigated away from the chat before it could be claimed). If the patron has left an email address, or their full name (we can search last names in Heritage to retrieve contact information), a ticket can be created. If at any point, you miss a chat while manning LibChat, you should make contact with the patron where possible.
It may be useful to browse chat transcripts to:
- View past correspondence with a patron
- View how past chats have been answered by colleagues
The below instructions include:
- Accessing and making tickets out of missed chats
- Searching chat transcripts
Have a question?
You can search all Learning Services FAQs via the following widget.
Example: How many books can I borrow?
You may wish to bookmark this - it will come in handy when responding to LibChats!