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

6058 views   |   Last updated on Feb 14, 2017    staffing webclient training

"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.   January 2017 Update Comprehensive discussion of changes in... read more


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

4940 views   |   Last updated on Feb 14, 2017    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


How many libraries use LibraryH3lp?

4046 views   |   Last updated on Feb 14, 2017   

To date, over 750 organizations use LibraryH3lp including those listed in the Wordle on our home page. Organizations who have used LibraryH3lp longer are shown in larger fonts. If you are a LibraryH3lp customer and would like to be added to our Wordle, please let us know!... read more


Does chat work with LibGuides?

4018 views   |   Last updated on Feb 14, 2017    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


Do you save chat transcripts?

3947 views   |   Last updated on Feb 14, 2017    privacy transcripts

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


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

3872 views   |   Last updated on Feb 14, 2017    webclient

Yes!  Our current webclient provides eight different alert sounds, and also an option to remain completely silent (handy for some public service desk situations).  Our old webchat client only provided one ever present alert sound and no customization options. Desktop clients are generally highly configurable with regard to visual and audio chat cues. Read more about alerting options... ... read more


Can I use canned messages when chatting with guests?

3837 views   |   Last updated on Mar 21, 2017    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 new Messages tab in the admin site. Those messages are available to designated operators through our new web staffing client. The messages are easy t... read more


Do I have to pay extra for the FAQ module?

3571 views   |   Last updated on Feb 14, 2017    faq

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


How do I block abusive guests?

3522 views   |   Last updated on Feb 14, 2017    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 code do I have to put in my web page?

3420 views   |   Last updated on Feb 14, 2017    installation chat widget

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 code snippet from our Services Designer. If you want full control over your customization, it is just a few divs and some JavaScript.... read more


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

3323 views   |   Last updated on Feb 16, 2017    webclient chat widget

There are a few different ways to present surveys to guests: You can use the chat box title to link to a survey so that it is visible to the guest at all times during the chat. Automatically send a survey invitation to all guests at the very start of each chat, before any human operator has claimed it, by using our Concierge Auto-Reply on a one second trigger.  The guest will receive it as a ... read more


Commitment to accessibility

3297 views   |   Last updated on May 02, 2017    508 ADA chat widget accessibility

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 kind of mobile device support do you have?

3195 views   |   Last updated on Feb 14, 2017    mobile webclient chat widget texting

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


Can I use LibraryH3lp outside the library?

3083 views   |   Last updated on Feb 14, 2017    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


How is pricing structured?

3046 views   |   Last updated on Feb 14, 2017    pricing backup staffing

Pricing is based upon population served, which is openly published on our pricing page. If you are interested in backup staffing, our partner, Chatstaff, prices their services separately. ... read more


What is the air-speed velocity of an unladen swallow?

3012 views   |   Last updated on Feb 14, 2017   

What do you mean? An African or European swallow?... read more


What reporting options are there?

3009 views   |   Last updated on Feb 14, 2017    transcripts statistics

You can actively monitor chat activity. You can generate historical reports over time periods in both graphical and table formats. We have reports showing chats per hour, month, protocol, queue, or librarian. You can also download, review and search transcripts. And if you need more, you can access all of this data programmatically via our API.  ... read more


How much does the SMS add-on cost?

2932 views   |   Last updated on Feb 14, 2017    pricing texting

Pricing details for our SMS packages can be found on our pricing page.  A few notes: Our SMS packages do not expire after a year.  Unused balance flows automatically into the next year. Each package includes the cost of a dedicated number for one year; after one year the number cost continues to decrease available left-over balance at the same rate. There is no setup fee. You can try it, no strin... read more


What alerting options are available for chat?

2626 views   |   Last updated on Feb 14, 2017    staffing webclient chat widget

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

2557 views   |   Last updated on Feb 14, 2017   

:cat: cat :dog: dog @-) alien 8-] ogre o-) cyclops O-) cyclops o-] robot O-] robot |:-) rambo :#( hurt #-( dead O:-) angel o:-) angel o:) angel O:) angel (6) devil :devil: devil (y) thumbup (Y) thumbup :yes: thumbup (n) thumbdown (N) thumbdown :no: thumbdown :heart: heart (l) heart (L) heart (u) heart (U) heart ... read more


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