Library Staff Tech Guide

1. Log in LibAnswers.

URL: https://hccclibrary.libanswers.com/admin/home
Username: Your HCCC email
Password: the same password as for LibGuides or LibStaffer. 

2. Click "Go Chat" from the home page.

A LibChat page will open in the new tab. Now you are online for LibChat!

When a patron submits a chat request, you'll receive a sound notification. To reply to the patron, you must first claim the chat. 

1. From the LibChat page, select the Chats tab to view the Patron Chats list.

2. Click the Claim Chat button to claim a chat. 

If the chat has already been claimed, this button will not appear. Instead, you'll see the name of the staff member chatting with that patron.

1. Enter your reply in the text box.

2. Click the Send Message button, or press Enter to send it to the patron.

Canned messages

Canned messages are pre-written chunks of text that you can insert into your chat messages. This can save you time for quickly answering frequently-asked questions or providing commonly-requested info or links.

1. Press the button Canned Messages.
2. Enter your keywords to search the canned messages.
3. Click the canned message that applies to reuse the saved message. 

For example, if you need the link for student survey link, simply search "survey". The canned message "Student survey after chat - for research question only" will show up. Click this message, then the link https://hccclibrary.libwizard.com/f/referencesurvey will be in the text area, ready tfor use.

FAQs

Sometimes, the best answer to the patron's question may be found in our existing FAQs. To search your public FAQ groups within LibChat:

1. Click FAQs button below the text box.
2. In the Search FAQs window, enter your keywords in the Search Terms(s) field. Relevant results will display in real time as you add your terms.
3. Click on an FAQ to view it in a new window.
4. If you decide to reuse a FAQ answer, click on the chain link () icon to insert a link to it in the chat box.

To view the patron's information during chat, click on the Patron Information tab.

Afterwards, click on the Chat tab to go back to chat.

1. While chatting with a patron, click on the Request Screenshare button in the operator chat window.

2. In the chat widget, the patron will receive a message containing a Join the Screensharing Session link. When they click this link, they will be able to join the session.

3. A System message will appear, including a button for starting the screensharing session as the host. Click that green Launch button.

4. In another browser tab, the meeting launcher page will begin the secure, end-to-end encrypted session (no need to be downloaded in advance). You will likely need to confirm a dialog from your browser asking you to download and/or launch the client.

• If students don't currently have the client installed yet, they will be prompted to do so here. Otherwise, they'll just be prompted to launch their meeting client.

1. Click on the users () button at the top of the chat pane.

2. From the Transfer Chat window, click on the department or operator to whom you want to transfer the chat.

• The operator or department will be notified of the transfer.
• The chat window will indicate once the transfer has been accepted.
• At that point, you can remain in the chat if you'd like to have a group chat with the patron. Or, you can leave the chat (this will not end the chat, since you are no longer the owner).

There are 4 ways to use the Zoom meeting client:

1. Joining audio - Testing audio before Zoom Meetings (recommended)

2. Sharing your screen

3. Enabling webcam video (optional)
4. Using the built-in chat box (optional)

When you've finished sharing your screen, you have a couple of options:

1. To continue the meeting, but stop sharing your screen (so you can continue talking over meeting audio), click the Stop Share button in the screensharing controls.

2. To completely end the meeting, click on the End Meeting option. Please note that this will only end your screensharing session -- your LibChat session will remain active until someone ends the chat.
3. Close the meeting window itself.

To end a chat from the dashboard, click on the End Chat button at the top of the chat pane.

You will see options to Add to Reference Analytics, Create a Ticket from this Chat, or Save an optional internal note about this chat.

To close this chat and remove it from the dashboard, click the Close Chat button.