UR Libraries is currently using LibChat as its preferred chat service for patron interactions on shared service points including DiscoverUR. Additional features available through LibAnswers such as a ticketing service and knowledgebase platform will be implemented over the course of the 2022–2023 academic year.
Staff members can access their campus's subscriptions using the following links:
Staff members can view transcripts for any chat department to which they are assigned (e.g., River Campus Libraries, Miner Libraries, etc.). While these transcripts can be used for assessment and training purposes, content from transcripts should be anonymized before sharing with other individuals.
To access a transcript, log into the LibAnswers instance for your campus and click . From the you can filter by department, operator/staff member, content, widget, and date.
The "Actions" column on the right-hand side of the transcripts page allows you to perform a few helpful actions for individual transcripts:
| Icon | Label | Description |
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| Quick transcript view |
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| Link to full transcript |
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| Email transcript |
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Chats can be transferred to both individuals and departments, as well as to departments at other UR Libraries campuses when appropriate. This feature is only available if someone from the other campus is monitoring that campus's LibChat department.
To transfer a chat, click the button and select the individual's name or corresponding department. If you do not see a department listed for another campus, no one is currently monitoring that department.
Viewing a Chat before Claiming
When a patron sends a chat message, there is a way to preview the chat to determine if you're the best person to respond.
1. A new chat will show up in the "Chats" section.
2. Instead of clicking "Claim Chat", click on the name of the guest.
3. You can now read what the patron has asked without having claimed the chat.
If the nature of the question is better suited for someone else who is online and available, wait a few seconds (approx. 15s) to give that staff member a chance to respond.
An example of this is:
Three Operators from RCL are available. Two of them are librarians and one is a member of Patron Services.
There is an incoming chat. Follow the steps above to view it before claiming.
It says, "Hi, I need help with renewing my books." In that case, the two librarians can wait a few seconds to let the Patron Services member directly help the patron. If for some reason the staff member hadn't picked it up, one of the librarians can claim the chat and transfer or refer the patron.