Zero to Hero: Queues and Chat Routing

Quick recap of where we are. You have a customized chat box on your web page(s) and have chatted with guests (even if they were just pretend guests). Also, you've created user accounts for each of your operators so that they are now also able to receive incoming chats from guests /or chat with each other. Go you! In this installment, we'll be going over queues and chat routing.

Queues direct incoming chats to a specific group of staff. A queue is online to receive chats from guests if at least one person assigned to staff the queue is available. For example, the chat code from your Welcome e-mail directs chats to a queue that was automatically created when you registered your trial. You can place chat boxes attached to different queues strategically throughout your website, to connect guests to the best resource for their needs given the web page they are viewing.

Let's learn how to manage queues!

Step 1: Log into the admin dashboard and click the Queues button in the left sidebar.

If you need it, there's a link at the top of this page. We're back in the admin interface again. Everything we'll be doing today uses the admin interface since we are working on managing our chat service and not chatting with guests.

Step 2: Select your queue in the Queues management page.

You get unlimited queues with any trial or subscription.

Using queues you can organize staff by department/group - or anyway you'd like. People can be assigned to staff zero, one, or many queues. Then, chat boxes connected to those queues are placed strategically on your website, to direct your guests to the best staff for their needs.

Pro tip! Services combine chat box skins (aesthetics) with queues (chat routing) in the form of a code snippet you cut/paste into a web page.

You can also use queues as a service assessment tool, categorizing chats by queue to see where guests are finding and using your service.

Pro tip! Users assigned to zero queues can receive transfers. In this way, they can function as something like "tier two support" and provide extra help when their special expertise is required. Plus they are also available to their colleagues for direct chat.

Let's do a quick tour of the Queues page...

Save Transcripts

For privacy reasons, transcript capture is an opt-in feature for queues. Use the "Save Transcripts" checkbox to enable.

Pro tip! Only transcripts for chats over queues can be saved. Chats between users, on chat boxes directly connected to users, or in conference rooms are never logged.

Operators

Use the checkbox next to the operator's username to temporarily unassign that operator from a queue. This feature can come in super handy when someone forgets to log out just before a weekend and your chat box is stuck online.

Profiles

Profile pages are HTML pages that your operators can reference when answering chats. Add whatever you'd like to a profile. Examples of content are shared passwords and commonly referenced URLs.

Your operators can access a profile during a chat by clicking on the queue avatar located in the top left-hand corner of the chat window in the webclient.

IP Addresses

By default, guest IP address is saved as part of the chat metadata. If you prefer that IP not be saved or only the IP subnet saved, email us and we can configure that on each queue. GDPR treats IP addresses as sensitive, but it also allows for storage if there is a business case for it. IPs are used to support the "block" feature, and they are often used to help determine whether a guest is on campus when chatting about licensed resource access issues.

Text Messaging

Queues also integrate with our texting messaging (SMS) add-on module, which lets guests text you using a 10-digit phone number. Incoming text messages are handled exactly like incoming chats from your website chat box. Staff see text messages from guests as chats and responses go back to the guest as text messages.

You can provide your own customized "We're offline right now" auto-responder, so that your guests will know when you're not there to answer immediately. Messages sent while you are unavailable are held and automatically delivered the next time you are online. Plus you can provide a forwarding voice number should your guest call your texting number instead of texting.

If you are interested in trying out text messaging, email us.

Pro tip! LibraryH3lp texting is backed by Twilio, the leading provider of communications infrastructure. You can reuse your LibraryH3lp texting number outside LibraryH3lp with other products (e.g. ILLiad) or custom apps that rely on Twilio. Or if you already have a Twilio account, you can use your existing number in LibraryH3lp.

Step 3: (Optional) Configure Concierge.

With the concierge auto-responder, you can automatically provide customized replies with flexible time triggers. For example, if a chat languishes for 45 seconds, perhaps it is time for apologetic message and an offer of alternative contact possibilities. Concierge auto-responses can be set up on one, some, or all of your queues. Each queue can have unique concierge settings with auto-responses triggered after a customizable time delay. And you can have multiple auto-responses per queue.

In order to set up your concierge services, please email us with the following details:

1. The name of the queue or queues.
2. How long in minutes or seconds to wait before triggering the auto-response.
3. Exact wording of the auto-response.

In the next installment of this series, we'll go over the FAQ module which lets you build both private and public knowledgebases.