Based on excellent feedback received in training sessions and in the recent survey on LibraryH3lp support needs, there have been several updates made to documentation and tools to help you work with patrons more seamlessly.
Below, you'll find a list of all recent updates and some reminders. Thanks to everyone who shared feedback! If you have any questions or if there's anything you'd like to see added to the FAQs, please let us know.
Associating the queue name (or institutional acronym) with the full name of the institution can be time consuming, especially if you're new to AskAway. To make things easier, we've made two updates:
- Guest Logins: the Guest Logins page now includes a column listing the institutional acronym beside the full institution name.
- Patron profile in LibraryH3lp: when you click on the patron's queue in the chat box (top left corner), the link to the policy page now includes the full name of the institution, with the acronym in brackets. For example:
Keywords for autocomplete
The list of service-wide scripts has been updated to include a keyword for each of the scripts. This keyword can be used to quickly bring up the script when using the type-ahead feature in LibraryH3lp. Most of these keywords are unique to the script, but not all of them will be. If you have a suggestion for a different keyword to include, please let us know.
And a reminder that if you'd like to quickly bring up a welcome script using type-ahead, you have the option to create a personal script that includes your name.
Turn off autocomplete
If you find the type-ahead feature distracting, you can always turn it off in your Preferences. The FAQ How do I send a script / canned message? has been updated with steps to turn this off.
When a patron is waiting for their call to be picked up on AskAway, there are several system messages that are automatically sent to them depending on how long they're waiting. To see what messages are sent and after how long, see the new FAQ What concierge auto-response messages display to patrons when they're waiting?
As a reminder, LibraryH3lp has updated sound notification preferences. To learn more about how you can customize your sound notifications, see the FAQ How do I customize sound and visual notifications?