Using the status options
If you need to step away from the chat for whatever reason, please remember to mark yourself as away so that no new chats come in when you are away from the desk.
Similarly, remember to change your status back to “Available” once you return.
Answering questions and canned replies
When a chat comes through, you will hear a chime. Make sure you answer the chat as soon as possible to 1) let the patron know that you are there and 2) stop the noise from chiming!
There are canned replies set up in the chat account to help you with common phrases such as “Hello, welcome to our Foley chat reference service." Just start typing "Hello" to bring up the canned response.
If someone sends you a complicated chat question right off the bat, you can use this canned response to buy yourself some time. Type "Hi" to bring it up:
Similarly, when you are closing a chat, be sure to thank the patron and invite them back. You can start typing “Thanks” to bring up that canned reply.
