from Nicole Gustavsen's "Virtual Reference Service Standards" document.
If the user confirms they have no more questions, then the chat is ready to close.
- “Thank you for using the library’s chat services today! Please come back any time.”
- You can now close the chat. Click the X in the top right corner of the chat window.
If a user has not responded in 3-5 minutes:
- If you believe you answered their question:
- “I haven’t heard from you in a while, so I’m going to close our chat. Please come back any time for more help!”
- You can then close the chat.
- If you do not feel that the question has been answered, or you need more information from the user to answer the question:
- “I haven’t heard from you in a while. Are we still connected?”
- If you were able to get the user’s email before they disappeared, you may tag the chat for follow-up
- If you don’t have an email, and the user has disappeared, it won’t be possible for someone to follow up with them, so you do not need to tag it for follow-up
- If the user continues to not respond for another 1-2 minutes, you can say “I haven’t heard from you in a while, so I’m going to close our chat. Please come back any time for more help!” and then close the chat.
