How do I create a new queue or edit an existing queue?

 

Each LibraryH3lp subscription allows you to create as many queues as you need or desire.

To get started go to the queues management page of the admin dashboard (US, CA, EU, SG) and click on the purply blue ‘Add New’ button in the top right corner. Or to edit an existing queue, click on that queue's name to edit its settings.

Name your new queue. Queue names cannot contain spaces and must be unique across ALL LibraryH3lp subscriptions, not just within your subscription. 

Next to the name field is an email field. By default, each queue has a LibraryH3lp email address. However you can use this field to associate the queue with an email address from your organization. Here is how a queue's email address is used:

1. If you tag a chat for follow-up from this queue, a notification email will be sent to this address.
2. When emailing a transcript (either from the staff side or the guest side), this will be the "reply-to" field in the emailed transcript.
3. If you opt to enable the 3mail module for this queue, this will be the "reply-to" field in emails. If an organizational email is preferred, you'll want to set up forwarding.

 

The last field in the top row lets you to place the queue within a folder. Folders are an optional organizational tool primarily used in large or multi-department subscriptions. Use the drop-down menu to add the queue to an existing folder or use the settings button next to the folder selection field to create a new folder.

Assignments

Staffing Assignments can be managed under the Assignments tab. Alternatively, staff can be assigned to queues via the users page.

Click ‘Update Assignments...' in the bottom left and add or remove staff from a queue as desired. Click the ‘X’ in the top right when you are done updating the staffing assignments and then click 'Save' in the top right of the page.

Chat

The next tab to the right of 'Assignments' is ‘Chat’. Here's an overview of available chat feature options from top to bottom:

 

Guest Privacy

Transcript retention: By default, transcripts are NOT saved to protect guest privacy. Toggle this field to enable transcript storage.

Guest IP retention:

1. Save the full IP as part of the chat metadata indefinitely until the chat is deleted or anonymized. This is the default setting.
2. Never save the IP, so it is not retained as part of the chat metadata after the chat ends. 
3. Save only the subnet for the IP (all but the numbers after the last dot) as part of the chat metadata. This allows continued analysis via geo-IP tools or on/off campus determinations without associating the IP with a specific individual.

Chat transcript emails (optional): When transcripts are emailed either by the operator or initiated on the guest side, the default subject line is “Your Chat Transcript”. You can customize this subject line if desired here.

Concierge auto-responses (optional): Concierge auto-responses are messages you can set up to be delivered to the guests automatically while guests are waiting for their chats to be answered. Concierge auto-responses are not sent to guests if a chat has been answered before the timer expires.

The time trigger, located on the left side of the text box, sets the timing for message delivery. Click 'Add' to save your new concierge message. Once added, a new text box will automatically appear so you can add additional messages as desired. If not, you're all set.  

Closing Message (optional): Create a message that will be automatically delivered to the guest when the operator closes the chat. For example you could use this feature to deliver a survey link to the guest so they can rate their chat experience. 

Profile (optional): Profiles are a handy way to store useful information that operators may need while assisting guests.

Simple rollover (optional): Service rollover defines a priority order for queues when routing chats. For example, you may want to offer chats to a group of experts if they are available, but if they are not available, you'd like chats to get offered to a general chat queue.

Testing: This area provides a direct URL for your queue.  When you click this link, it will open a default chat box for the queue in a new window or tab. This is an easy way to test things without needing to add chat to your website.

Texting

Features in this tab unlock once texting is enabled. Please contact LibraryH3lp support if you would like to add texting to your service.  

Once a texting number has been set up, you can customize an offline auto-reply message which is sent to guests who send text messages when chat if offline. You can use this to let guests know that service is not available and when they can expect a response.

The default offline message is “Sorry, we are currently unavailable. We will reply as soon as we can.”

Text messages received while chat is offline will be delivered to the first operator who becomes available. However if you have enabled 3mail for your texting queue, you can have these offline messages forwarded to 3mail instead.

Mailbox & Tickets

The final tab in the queue set-up is the Mailbox & Tickets tab. Here is where you can enable 3mail for your queue.

Asynchronous contact: Your preference of asynchronous guest contact module. 

 

When 3mail is enabled, you'll see a few setting options.

Identity (optional): If you would like emails sent from 3mail to look as if they were sent from your organizational email address, enter an organizational email address for "Reply to". Note that the "Reply to" email address and the queue's "Email" address must be the same so changes to one will automatically update the other. If nothing is entered here, LibraryH3lp will use the queue's default 3mail address.

The 'From' field is a human friendly name which the guest sees. For example, "XYZ Library".

Signature (optional): You can set a signature which will be applied to all emails from this mailbox here.

Notifications (optional): Each operator assigned to a mailbox can opt to receive notifications of new 3mail emails at an external email account within their preferences. The subject line for these email notifications is set here. The default notification is "LibraryH3lp: you’ve got 3mail".

Auto-reply (optional): If needed, you can set up an auto-reply message to be delivered to guests when they send an email. This is a great tool to let guests know if your organization is closed for a holiday, or to inform them that their messages has been received and give them an idea of how long it may be until someone responds to their inquiry.

Spam Control (default 2.5): You can adjust the spam score threshold by moving the slider up or down. A lower spam score may be desired to ensure that all legitimate emails are delivered to the inbox.

Once you have set up your queue make sure to SAVE your work and then CLOSE to exit the queue’s set up.

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