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."
Fairly detailed overview of the webclient. 16 min, 32 secs long.
Overview of sharing tool which allows operators to paste screen shots, mark them up with a built-in snapshot editor, and send to the guest. AND when supported, view the guest's screen in real-time, with no plugins/extensions needed.
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.