This session is a high-level overview of everything cooperative related in LibAnswers (chat, post-chat follow-up, and FAQs).
LibChat is the gateway to synchronous communication with your patrons. Chat can be monitored by any combination of local chat departments, local co-ops, and the 24/7 co-ops. Learn how to create chat widgets, answer chats, create canned messages, and more.
A ticket represents a conversation between you and your patron - their question, your answer, and any other replies. Queues are the pipelines for managing and organizing tickets. Queues are similar to question lists in the Ask module in QuestionPoint. Each library in a cooperative has a ticket queue to manage tickets from multiple sources, such as post-chat follow-up, question form submissions, and email submissions. Learn how to set up queues, answer tickets, create macros and views, and manage your personal settings.
FAQs are searchable content that you share with your library patrons and staff. They are similar to Knowledgebase entries in QuestionPoint. FAQs are organized into Groups. Each library in a cooperative has a special group designated for its library policies - the information you want to share with chat operators. You can also create public and private groups. Learn how to set up groups, create FAQs, and share your FAQs with patrons, staff, and chat operators.