Want to build your own knowledgebase?
Each LibraryH3lp subscription includes unlimited independent internal or public-facing knowledgebases (FAQs).

Search the LibraryH3lp Knowledge Base



What is a profile?

888 views   |   Last updated on Dec 06, 2018    staffing queues training


Profiles provide information to assist operators in answering chats.  Profiles can be a handy way to store useful information for your operators. Things like hints for current assignments, shared passwords, URLs for hard-to-locate web pages, and even canned answers for quick copying and pasting can be stored in the queue profile.

Operators can access profile pages from within the webclient for staffing, by clicking the queue avatar within a chat, or by following the chat management link in other clients.

To edit profile pages, first login to the admin dashboard. Then, go to the queues management page and edit your profile pages using the basic HTML editor.  You'll probably want to add target="_blank" to any links so that linked pages will open in a new tab for your operators in the webclient.





Profile pages can be very useful in collaborative services as a way to provide metadata to operators from other institutions. You can also pass a queue name as an argument in order to display a profile for a queue other than the one the guest is chatting with. For example, the following code will display the profile page for the my-specific-library queue even though the chat is coming in over the our-collaboration queue: