Add Canned Messages specific to your library which can be accessed by all users in your Ask a Librarian local department. These can only be added and edited by site coordinators.
Site-Coordinator-System-Canned-MessagesAuthor: Kelly Mcdonald
Editing Sensitive Information
Site Coordinator level users have the ability to edit out sensitive information and save transcript text accordingly.
Editing-sensitive-information-in-a-chat-transcriptAdding Your Library to Your Last Name
We ask that all users add their library name to their last name, making it easier for other libraries to see where you’re from and helping to sort through statistics.
Adding-Your-Library-to-Your-Last-NameSetting Your Nickname for Chat
Nicknames display to the patron through chat instead of your profile name designated within the Springshare system. You will not see your nickname from within the dashboard – only patrons see this information.
Setting-your-nicknameIdle Chat Messages
An automated message can be sent after you’ve been idle for a specific number of minutes (if you’ve had to leave your computer to find something up for the patron). This will let them know you are still there and actively working to answer their question.
Idle-chat-messagesWho is Helping Me Monitor This Desk?
This is one of the most common questions we’re asked: “Am I alone on here?”
Setting Up SMS Auto-Responders
Springshare will send automated text responses to patrons when an SMS question is sent outside of designated hours.
Change the Success Message on Email Forms
Success Messages can be edited to indicate library closures when a patron submits an email ticket through a form.
Success-Message-for-Email-Forms