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Public Services Manual: Conducting Chats

Conducting Chats

Claiming chats

  1. When a patron submits a chat, you'll receive a notification and see a new chat appear under the Chats tab.
  2. Click on the Claim Chat button and a chat pane will open where you can start chatting with the patron.

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Sending messages

  1. Type your replies in the text box at the bottom of the chat pane.
  2. Press Enter to send messages or click the Send Message button.

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  • You'll see a notification above the text box when the patron is typing and they'll see the same when you're typing.

Sending files

1. To send a file or screenshot to a patron while chatting, click on the paperclip icon above the text box.

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2. Choose the file you'd like to share and click Upload.

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Creating screenshots

PC

Snipping Tool (part of Windows 10) Find program in windows menu 
Snip & Sketch Windows key + Shift + S

Mac

Part of a screen Shift + Command + 4
Entire screen Shift + Command + 3

Other Screen Capture Tools

Techsmith Capture (formerly Jing, download for PC & Mac)

Monosnap (PC & Mac)

Firefox screenshots (included in browser)

Lightshot (download for PC & Mac, not updated recently)

 

Canned messages

For frequently used answers and greetings, you can insert canned messages into the chat instead of writing out the answer each time. Follow the steps below, when you are engaged in a chat, to access system canned messages.
Alternatively, you can view the Canned Messages document for copy and pasting. You can also create your own canned messages in Personal Canned Messages.

 

1. Click on Canned Messages below the text box.

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2. Select the message you'd like to use from the pop-up box. It will be inserted into the text box, where you can modify it if needed and send it.

Ending chats

1. To end a chat session, click on the End Chat button at the top right of the chat pane.
2. Click the Close Chat button to remove the chat from the dashboard.

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If a patron ends a chat, their status button will turn red and you will see the chat was ended.
Click on the Close Chat button to remove the chat from the dashboard.

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Patrons will receive a brief survey at the end of each chat.

Fielding multiple chats

  • It's optimal to be at 1 or 2 chats at any one time; avoid going beyond 3 chats at one time, unless one chat is winding down.
  • If you are new to the chat service, take just one chat at a time. Let fellow operators know that you will only be picking up one chat a time when you start your shift (communicate this in the Internal Staff Chat).
  • Start each chat with a friendly greeting. If you need to, let the patron know that that you are helping several patrons at once. Warn them of any "radio silence" they may experience while you are helping others.
  • Remember that it's not always a continuous back and forth; sometimes a patron will "disappear" for a little time and sometimes you will need extra time to respond.