Emailing the chat
Occasionally, you may need to email the chat to a librarian, Anji, or your supervisor. Be sure to first get as much information as you can, including the name and contact information of the patron. To email the chat transcript, find the icon menu at the bottom of the chat screen.
Select the icon that looks like an envelope. Using that icon, you can send a customized email so that someone can follow up with the patron. You can also use this feature for the “Robust Referrals” that we mentioned earlier in this training.
Flagging a chat
Sometimes, you may know that someone needs to follow up on the chat, but you don’t know who that someone might be. Flagging the chat sends an automatic email of the transcript to Anji, Nicole, and Laura. Between the three of them, they can determine who needs to follow up with the patron. Be sure to get as much information as you can, including the name and contact information of the patron.
Blocking a chat user
Very occasionally, you may encounter an inappropriate chat patron. If this happens, you can block the user using the red block icon. This will block their IP address
Transferring a chat
If other librarians or staff members are simultaneously logged in, you can transfer the chat to them using the transfer icon (double arrows).
