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Getting Started
- Introductory Training for Ask a Librarian 11/20/25
- Personalize Your AAL Experience
- Shared Systems within LibAnswers
- AAL Account Type Access
- Adding Your Library to Your Last Name
- Setting Your Nickname for Chat
- Idle Chat Messages
- The Right Chat Reference from Open to Close
- Accessing the Knowledge Base
- Improving Chat Reference With Emotional Intelligence
- Using the AAL Training Room
- How to win an Exemplary Reference Award
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Chat
- Introductory Training for Ask a Librarian 11/20/25
- Personalize Your AAL Experience
- Transfer Chat to Email Ticket
- Best Practices for OpenAthens use on the Collaborative Desks
- AI for Ask a Librarian
- Creating and Editing Canned Messages and Macros
- Ask a Librarian's Reference Analytics Collection (RAC)
- Chatbot Tutorial
- Chat Widgets - Creating and Editing
- Reference Analytics (RA) Statistics Webinar
- Customer Service in Virtual Reference
- Reference Analytics Collection
- Helping Library Users with Legal Questions
- Online Customer Service
- Internal Chat
- What Library Do They Belong To? CHAT
- Idle Chat Messages
- Who is Helping Me Monitor This Desk?
- How to Retrieve Transcripts
- Chat, Email, and SMS Statistics
- Using the AAL Training Room
- How to win an Exemplary Reference Award
- Enabling Pop-Out Chats
- How to Use the 'Set Away' Checkbox
- Personal Canned Messages
- Show all articles ( 10 ) Collapse Articles
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Email
- Enabling and Editing Email Form Auto-Response
- Personalize Your AAL Experience
- Creating and Editing Canned Messages and Macros
- Ask a Librarian's Reference Analytics Collection (RAC)
- Reference Analytics (RA) Statistics Webinar
- Reference Analytics Collection
- Helping Library Users with Legal Questions
- What Library Do They Belong To? EMAIL
- Email Mishaps
- Change the Success Message on Email Forms
- Chat, Email, and SMS Statistics
- Using the AAL Training Room
- Editing Your Email Form Header
- Stopping Spam In LibAnswers
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SMS
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Site Coordinators
- Adding and Removing Users - Guidelines
- Enabling and Editing Email Form Auto-Response
- Shared Systems within LibAnswers
- AAL Coverage Report Walkthrough
- Creating and Editing Canned Messages and Macros
- Chatbot Tutorial
- Chat Widgets - Creating and Editing
- AAL Account Type Access
- Creating and Using System Canned Messages
- Setting Up SMS Auto-Responders
- Change the Success Message on Email Forms
- Chat, Email, and SMS Statistics
- Email Notifications
- Finding Your SMS Number
- Editing Your Email Form Header
- Monitoring Who's Online
- What should I do if my library is closing?
- Show all articles ( 2 ) Collapse Articles
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Reference and Customer Service
- AI for Ask a Librarian
- Ask a Librarian's Reference Analytics Collection (RAC)
- Chatbot Tutorial
- Connecting with your virtual users
- Reference Analytics (RA) Statistics Webinar
- Customer Service in Virtual Reference
- Helping Library Users with Legal Questions
- Online Customer Service
- The Right Chat Reference from Open to Close
- Improving Chat Reference With Emotional Intelligence
-
Exemplary Reference
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Email form headers can be edited to indicated library closures or requests for information.