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



Search the LibraryH3lp Knowledge Base

 

 


What alerting options are available for chat?

2773 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 webclient is minimized or buried in the background underneath many other application windows.  Most browsers have built-in support for desktop notifications, but Internet Explorer does not. 
  • Audible: New message sound alerts are available in all tested desktop web browsers. Users can choose from various sound alerts (Preferences area) or opt out of sound alerts completely. The guest's first message results in a sound alert that loops for all receiving operators until the chat is answered by someone. Subsequent messages from the guest result in one sound alert per message. If sound alerts suddenly stop working, it is likely that the browser's Flash player or plugin has crashed. Fully restarting the browser is suggested. Even if the browser can play the Ogg Vorbis (non-Flash) sound file, the browser may use Flash instead if Flash capability is available. And, the browser will continue to try to use the Flash file even if its Flash plugin is crashed, which silences the sound alert completely since it never tries to use the Ogg sound.

Pidgin and other external staffing clients

If you use Pidgin and our LibraryH3lp Pidgin plugin, you can configure the number of seconds for a looping audio alert for new chats.  Pidgin users can also install the Guifications plugin for better visual alerting.

Users of other clients should look at their alert settings; these are usually quite flexible. 
 

Topics