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

4288 views   |   Last updated on Aug 29, 2016    staffing webclient training

Chat Best Practices The librarians at the University of Southampton Library have graciously made available, under the Creative Commons license, their best practice recommendations and training materials for chat. Live Chat Training, Part 1 Covers best practices for handling chats and chat notifications. Live Chat Training, Part 2 - Walks you through chatting with guests and colleagues as well as ... read more

Does LibraryH3lp have any conference room (group chat) options for staff?

3125 views   |   Last updated on Aug 12, 2015    group chat admin

Yes!  All accounts have unlimited conference room capabilities.   Getting Started Using the Conference Rooms tab in the LibraryH3lp 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?

2894 views   |   Last updated on Aug 12, 2015   

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

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

2784 views   |   Last updated on Jul 21, 2015    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

What does Google's decreased XMPP support in Hangouts mean for my service?

2726 views   |   Last updated on Oct 29, 2014    integrations staffing google

It is difficult to be certain, but as of September 30, 2013, all of our XMPP Google integrations continue to work.  This includes Google Talk gateways and also staffing from inside Gmail using chat. Longer-term, the most reliable information we've found so far indicates that client-to-server XMPP communications will continue to be supported.  This means: Existing gateways should continue to wor... read more

Does LibraryH3lp work with LibGuides?

2640 views   |   Last updated on Aug 28, 2012    integrations cms

Yes! Here's how.... read more

Do you save chat transcripts?

2619 views   |   Last updated on Jul 21, 2015    privacy transcripts

Transcript storage is optionally available for any chats on queues (this includes gateways).  Transcript storage is off by default; this leaves you in full control of whether or not transcripts are stored in the first place.  Chats directed to specific users (not queues) are treated as private conversations and are not logged in any way. If transcript storage is enabled, transcripts are still und... read more

Do I have to pay extra for the FAQ module in LibraryH3lp?

2516 views   |   Last updated on Nov 08, 2013    faq

Nope. Unlimited access to the FAQ module is included as part of your regular LibraryH3lp subscription and as part of every trial.... read more

How do I block problem guests?

2417 views   |   Last updated on Aug 12, 2015    staffing webclient abuse

You can block problem guests during a chat by using the block button in the webclient, or the block option available in the external clients chat management page for other staffing clients. This works for chats originating from chat widgets or gateways, including texting. From the blocked guest's perspective, the operator will simply stop responding even if new chats are initiated.  More details. ... read more

Can I use canned messages/scripts?

2406 views   |   Last updated on Jul 07, 2014    staffing

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 to use and show up as type-ahead suggestions whe... read more

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

2298 views   |   Last updated on Jul 21, 2015    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

What protocol does LibraryH3lp use for chat?

2241 views   |   Last updated on Jul 21, 2015    staffing

​LibraryH3lp is based on XMPP, an open standard for instant messaging.  By nature of its openness, XMPP has many integration points into other software and systems.  For you, this means: IM gateways supporting patrons on all popular protocols. Your choice of client for staffing the system. The ability to staff from external accounts, such as Google, Microsoft Lync,  or your existing university XM... read more

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

2118 views   |   Last updated on Oct 18, 2016    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 ... read more

Is the chat widget accessible to screen readers?

2027 views   |   Last updated on Sep 21, 2015    508 ADA chat widget accessibility

Yes. The chat widget is tested with JAWS and because it is just HTML and JavaScript (no Flash), we expect it to work with other screen readers.  We always incorporate accessibility suggestions, and several universities that have evaluated the system for accessibility found it acceptable.  Generally, users of screen readers such as Jaws can navigate the widget using standard keyboard navigation.  W... read more

How is pricing structured?

2019 views   |   Last updated on Aug 12, 2015    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 kind of mobile device support do you have?

2016 views   |   Last updated on Jul 21, 2015    mobile webclient chat widget texting

Every kind.  Our default widget does not require Flash and works well on mobile devices.  There is a specialized mobile widget with a more touch-friendly layout that works even better on mobile devices which is automatically presented to mobile guests.  We also support SMS and instant messaging integrations, so your mobile guests can contact you in whatever way best fits their workflow. But that'... read more

Can I use LibraryH3lp outside the library?

2011 views   |   Last updated on Aug 12, 2015    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

What reporting options are there?

1995 views   |   Last updated on Jul 21, 2015    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

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

1958 views   |   Last updated on Sep 15, 2012   

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

How much does the SMS add-on cost?

1952 views   |   Last updated on Aug 12, 2015    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

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