RefChatter Interface (updated December 2014) URL: https://refchatter.net/webclient Login Screen: Sign in with your username and password. 1
Queue Selection: Select / unselect queues and click Begin Staffing Selected Queues. 2
Guests & Contacts Tab: View staff that are online under Buddies. Perform side chats with available staff members by clicking on their username. View who is offline by clicking on the little wheel next to the search box. Add new staff members to your Buddies list by clicking the plus (+) sign next to the search box. 3
Staffing Tab: You can select / unselect queues you re staffing. 4
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 Settings tab. 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. sccld_asknow 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 Message tab. If you click on the queue, a second window will open with canned messages that you Screenshot with chat bubbles: 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. 5
Screenshot without chat bubbles: 6
With an active chat session, you can: o Transfer the chat to another staff member. o Send a file from your computer to the guest. o Email the transcript to any email address. o Tag the chat for future follow-up (an email 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), o Block the guest s IP address for 24 hours. 7
Managing Multiple Chats: If multiple chats are coming in, new chats will appear to the right of the screen. You can pin / unpin a new chat to the middle section of the screen. Only one chat at a time can be displayed in the middle section of the screen. You can still chat with patrons that are pinned to the right of the screen. 8
Activity Tab: 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. 9
Messages Tab: Here you ll find the messages that have been recorded as canned messages. You can create your own personalized canned messages by clicking on the green plus (+) sign next to My canned messages. 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. 10
Settings Tab: Set your time zone. Select a sound for incoming chats. Select 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 Firefox and Chrome. (won t work with Internet Explorer) Change password. Give yourself a nickname for internal use. Select an avatar for yourself for your buddies to see. Patrons will not see the avatar. 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. 11