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What I can do on the Reports page of the admin dashboard?

32737 views   |   Last updated on May 17, 2020    admin statistics

 Use the Reports page to: View table and chart versions of your traffic. Click items in the legend to selectively display data. Get reports over any date range and on one, all, or several of your queues. Download a CSV (comma separated values) file of the data underlying each report for manipulation in a spreadsheet program like Excel. Step-by-step Report tab instructions... Reports filters Acti... read more

Do you have any training materials covering your webclient for staff?

11564 views   |   Last updated on May 14, 2020    staffing training webclient

"Show me how this works" Users that are signed into the webclient can use our "Show me how this works" button for an in-place tour.  The tour icon begins from a small question-mark logo just to the right of "Staff Chat Client."   LibraryH3lp Webclient Overview screencast Fairly detailed overview of the webclient.  16 min, 32 secs long. Overview of sharing tool which allows operators to paste scr... read more

Are there any conference room (group chat) options for staff?

9751 views   |   Last updated on Mar 27, 2020    group chat admin

All accounts, including trials, have unlimited conference room capabilities. Getting Started Using the Conference Rooms page in the admin dashboard, administrators can create rooms for staff.  Any number of rooms can be created, and users can be flexibly assigned to rooms as desired. Rooms are accessed through chat clients.  The LibraryH3lp webclient provides a user's conference rooms automaticall... read more

Can I use canned messages when chatting with guests?

9491 views   |   Last updated on Mar 27, 2020    staffing

Canned messages for staffing via the webclient If you're using our latest webclient for staff, then yes!  It has built-in canned/scripted messages.   Administrators create shared groups (pools) of canned messages and assign operators to them using the Canned Messages page in the admin site.  Since you can create multiple pools of messages, you can provide different messages for different groups of... read more

Do you save chat transcripts?

8490 views   |   Last updated on Dec 12, 2019    transcripts privacy

Transcript storage is optionally available for any chats on queues.  Transcript storage is off by default; this leaves you in full control of whether or not transcripts are stored in the first place.  If you wish, you can enable secure transcript storage for each queue, using the Queues management page in the admin dashboard. With transcripts turned off, the system still collects chat history data... read more

Does chat work with LibGuides?

8278 views   |   Last updated on Mar 27, 2020    integrations cms

The chat box works well in all versions of LibGuides. You can embed simple IFRAMEs, use the chat snippet code as generated from the admin dashboard, or custom JavaScript. Our embedded, pop-up, and follow-me chat box styles all work fine in LibGuides. Adding chat to a Profile Box Select Customize Profile for this Page (pencil icon). Paste your chat snippet into the Chat Widget Code box. If you hav... read more

Commitment to accessibility

7972 views   |   Last updated on Sep 29, 2020    chat widget accessibility 508 ADA

Background The guest-facing chat box has been designed for accessibility to users assistive technology since its first release way back in 2007. Since then, the chat box has received regular updates to support changes in web browsers and evolving accessibility standards in web browsers. The chat box is designed to work with screen readers, including JAWS, and is responsive to screen magnifiers, br... read more

What emoticons are supported in the chat box widget for guests and in the webclient for staffing?

7253 views   |   Last updated on Jun 19, 2020   

:cat: cat :dog: dog @-) alien 8-] ogre o-) cyclops O-) cyclops o-] robot O-] robot |:-) rambo :#( hurt #-( dead (y) thumbup (Y) thumbup :yes: thumbup (n) thumbdown (N) thumbdown :no: thumbdown :heart: heart (l) heart (L) heart (u) heart (U) heart :bheart: heart (e) letter (E) letter :letter: letter :coffee: coffee ... read more

Can I present the guest with an exit survey after a chat?

6989 views   |   Last updated on Mar 27, 2020    chat widget webclient

There are a few different ways to present surveys to guests: Automatically send a survey invitation to all guests when the operator closes the chat on their (the operator's) end.  The guest will receive the survey invitation as a regular line of chat within the chat box transcript, and they'll receive it as part of any emailed transcript they receive. You can use the chat box title to link to a... read more

What kind of mobile device support do you have?

6984 views   |   Last updated on Mar 27, 2020    chat widget texting mobile webclient

Every kind.  LibraryH3lp is mobile-friendly and designed with mobile devices in mind: Chat box: The chat box widget, written in JavaScript (not Flash), has a mobile-specific version that is optimized for mobile browsers. It has been tested extensively on the iPhone/iPod Touch and the native Android phone browser. Our widget detects mobile browsers and will provide our mobile-friendly widget autom... read more

How do I block abusive guests?

6947 views   |   Last updated on Jul 09, 2020    staffing webclient abuse

Blocking works for chats originating from website chat box and texting. From the blocked guest's perspective, the operator will simply stop responding even if new chats are initiated. A block persists for a period of 24 hours. 24 hours will be long enough to discourage most abusive guests, but it's not so long as to present a serious long-term problem for dynamically-allocated IP addresses. We usu... read more

What alerting options are available for chat?

6926 views   |   Last updated on Oct 18, 2019    chat widget staffing webclient

For the patron On the guest side, the chat box offers a simple sound alert on each new message from the operator. You can opt to have the notification sound on or off by default on your chat boxes. For the operator On the operator side, the answer all depends on which client you use to staff chat. Webclient for staffing: Visual: Desktop Notifications provide excellent visual alerting, even if the... read more

What client software can I use to answer incoming guest chats?

6823 views   |   Last updated on Sep 17, 2020    staffing

LibraryH3lp offers a browser-based chat client that seamlessly integrates with key LibraryH3lp features like transfer, send file, and blocking of abusive patrons. You can access the webclient at: United States: https://libraryh3lp.com/webclient Canada: https://ca.libraryh3lp.com/webclient Europe: https://eu.libraryh3lp.com/webclient Asia/Pacific: https://sg.libraryh3lp.com/webclient Webclient Ov... read more

How many libraries use LibraryH3lp?

6684 views   |   Last updated on Dec 12, 2019   

To date, over 800 organizations use LibraryH3lp!... read more

Can I configure the sound notification in the webclient for staffing?

6613 views   |   Last updated on Apr 08, 2020    webclient

Yes!  The webclient provides 13 different alert sounds, and also an option to remain completely silent (handy for some public service desk situations).  You can even have different sound notifications for incoming chats, conference room chats, conference room alerts, 3mail notifications, and autologout notifications. Desktop clients are generally highly configurable with regard to visual and audio... read more

What code do I have to put in my web page?

6077 views   |   Last updated on Nov 25, 2019    chat widget installation

If you would like an embedded widget that is always visible, even when librarians are unavailable, a simple iframe will do the trick. For fancier behavior like proactive chat and customizable offline appearance, you can cut and paste a embed code for a chat snippet. If you want full control over your customization, it is just a few DIVs and some JavaScript.... read more

How do I include a chat box on a web page without using JavaScript?

6056 views   |   Last updated on May 11, 2020    chat widget installation

Chat boxes have direct URLs, which makes it easy to include your chat box anywhere.  There are two common ways to include chat on your web page without using JavaScript: IFRAMEs and links.  An IFRAME lets you include a chat box within the flow of your page.  A hyperlink can be used to pop out a chat box on click. Pro tip!  Besides the kind of direct URL we'll discuss in detail in this page, there ... read more

Do I have to pay extra for the FAQ module?

5969 views   |   Last updated on Dec 11, 2019    faq

Nope. Unlimited access to the FAQ module is included as part of your regular subscription and as part of every trial.... read more

What is the webclient?

5920 views   |   Last updated on Apr 08, 2020    staffing training webclient

The LibraryH3lp webclient for staff integrates tightly with LibraryH3lp's special features. It conveniently places transfer, send file, e-mail transcript, and block features in the chat window. It also displays the guest's IP address, referring URL, and any optional queue avatars, which can link to profile pages. Browsers: The webclient is tested and works with Chrome, Firefox, Safari, Opera, and... read more

Can I use LibraryH3lp outside the library?

5679 views   |   Last updated on Nov 25, 2019    pricing license

Yes! LibraryH3lp started out in libraries (oddly enough) but is widely used by admission offices, student advising services, and career counseling centers. The real question is, "Do I have to pay to run LibraryH3lp in my admissions office?" The answer there is, it depends. If you can work out an arrangement with your library to share their subscription, that is perfectly OK with us and there is no... read more

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