Answered By: Kealin McCabe
Last Updated: Sep 11, 2018     Views: 2

Reference Shift

1) Log in to LibAnswers

a) Queue Settings

b) SMS Text and Email

c) Staff Chat

2) Log in to QuestionPoint

 

LibAnswers:

Log in to LibAnswers to answer SMS and email questions. Select LibChat from the top menu and then New Chat Dashboard.

This will open the dashboard so that you can answer SMS text messages and emails as they come in.

Click on the settings tab to receive notifications from appropriate queues.

SMS Text Messages and Emails

Tickets Tab: this tab alerts you to existing tickets, new SMS text messages, and emails.

When you receive a notification, click on the hyperlinked heading and then "claim ticket" to begin answering.

 

Once the chat box appears you can create an original response, choose a canned message or select an existing FAQ to answer the question.

Choosing FAQ allows you to select a pre-existing answer to send the patron. 

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Staff Chat

The "Chat" tab allows you to chat with colleagues who may also be online. This can be a great resource if you require assistance.

 

QuestionPoint

Log in to QuestionPoint, selecting "Launch Chat" on the left hand side of the screen.

Select "Primary Queue: UNBC BC" and then save.

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