RefChatter WebClient (Updated February 2017)

Transcription

1 RefChatter WebClient (Updated February 2017) URL: Login Screen: Sign in with your username and password. 1

2 Queue Selection: Select / unselect queues and click Begin Staffing Selected Queues. 2

3 Guests & Contacts Tab: View staff that are online under Gusts & Contacts. Perform side chats with available staff members by clicking on their username. View who is offline by clicking on the little wheel. Add new staff members to your Contacts list by clicking the plus (+) sign. 3

4 I m Staffing Tab: You can select / unselect queues you re staffing. 4

5 On the top right-hand corner, you can type in a status e.g. out to lunch and select your online availability. The Available and Free to Chat statuses will bring you online, while all the other statuses will take you offline without having to end your session. This is also where you log out when you re done with your chat session for the day. 5

6 Chat Tab: When a new chat comes in the chat text is in easy to read chat bubbles, which you can turn on or off in the Preferences tab found on the left sidebar. RefChatter will tell you what webpage and queue the guest is coming from as well as their IP address. If you click on a hyperlinked queue (e.g. Ask blue icon as shown in the screenshot below) a second window will open with a list of canned messages relevant for that particular queue. As soon as you begin typing a response you may also receive auto recorded canned messages. These basically appear as suggestions as start typing a response. We ve set up all the canned messages in the admin site of RefChatter and if you use words associated with our canned messages it may auto populate for you. You can create additional personalized canned messages within the Canned Messaged tab found on the left sidebar. Canned Messages can also be pre-selected within each chat. Click the bubble icon at the bottom of your chat. 6

7 Screenshot with chat bubbles: If you click on the queue, a second window will open with canned messages that you can also copy/paste as part of your reply. Canned messages are auto populated as soon as you type in a word that appears within the canned message. 7

8 Screenshot without chat bubbles: 8

9 Emoji Picker: No need to memorize the key combinations for the available emoji. There is now a handy "insert emoji" button that comes with every chat. Click the "insert emoji" button to review the available choices and then click the desired emoticon to insert it. 9

10 With an active chat session, you can: o o o o o Transfer the chat to another queue or staff member. Send a file from your computer to the guest. the transcript to any address. Tag the chat for future follow-up (an is send to Lora Cokolat to follow up with patron directly. Be sure to include a note for Lora before submitting it as tag for followup), Block the guest s IP address for 24 hours. Please be careful when blocking a guest IP because they might be using chat from inside the library from our public PCs or catalog computers. In those instances you would be blocking the library s IP. 10

11 Managing Multiple Chats: If multiple chats are coming in, you can have up to four open chats by default. You can change the default auto-open number under Preferences available on the left sidebar. You can minimize chats with the (<) key. To re-open a minimized chat, click on the guest name on your contact list to the left. To end a chat, click the x. 11

12 Additional Menu Options: The left sidebar has more menu options to explore. Click the menu icon to expand. 12

13 Chat History: Shows the transcripts stored in the system. This can be handy when you need to look up chats sent earlier that day or the previous day/month. You can also detach the chat history to open in a new, separate window. Click the arrow up icon at the top of the page. 13

14 Canned Messages: Here you ll find the messages that have been recorded as canned messages. You can create your personal canned messages by clicking on the blue plus (+) sign. Your personalized canned messages will auto populate along with the canned messages created by the administrator as soon as you start typing words that can be found within the text of the canned message. 14

15 Preferences: Select a sound for incoming chats. Select chat text size. Show avatars in your guest contact list. Turn on or off chat bubbles. Enable canned messages to auto populate. Enable desktop notifications for use in Chrome. (won t work with Internet Explorer) Change password. Give yourself a nickname for internal use. Select an avatar for yourself for your Contact list to see. Patrons will not see the avatar. Determine if you want to use the Auto Logout function. You can set a time as to when you want the system to automatically log you out. 15