Need to add chat to your LibGuide?
Create a box on your LibGuide and link it to the chat boxes on the UMW LibGuide Resources page by using the "Reuse Existing Box" option.
Quick Links
An Introduction to LibraryH3lp
Welcome to the LibraryH3lp Chat Reference guide for UMW Libraries.
UMW Libraries uses LibraryH3lp to provide chat and SMS reference services. SMS stands for Short Message Service and allows our patrons to send a text message to a dedicated phone number which we receive through LibraryH3lp and can respond to like any other chat interaction. Below is a quick introduction to the LibraryH3lp interface. Other pages of this LibGuide will focus on additional topics.
An "operator" is the UMW staff member logged into LibraryHelp. A patron, well, we should all know who that is. =)
To begin, login to LibraryH3lp go to: http://libraryh3lp.com/webchat. If you do not have a username and password, just let me know and I can create one for you. The first time you login to your account change your password. If you ever need your password reset just let me know.
After you login you will be given the option to select from two queues, both should be selected by default and you should just click OK.
A note about queues: If you are a Stafford Campus Library operator simpson-queue will be replaced with stafford-queue when you login. When I create your account I assign you to the correct queues. LibraryH3lp allows us to create chat widgets that just go to a specific queue, such as simpson-queue or stafford-queue. At this time all the chat widgets in LibGuides and the library website are set to go to the umwlibrariess-queue, which all operators are a member of. This means that any message sent to LibraryH3lp will be seen by all operators. At this time we do not really use the simpson-queue or stafford-queue, but we could. I set them up to allow for some future-proofing of the system.
You are now logged into the system and the chat widgets embedded in our website will show that a operator is available to chat with. Be prepared! A box should display on your screen that shows other operators in the system and who are also currently logged. In the image below, green dots indicate that Danielle and Peter are currently online. If you would like to chat directly with a buddy who is online, just click on their name - no need to send that email or give them a call!. Note: Chat.libraryh3lp is a default buddy that will always be shown and should not be deleted!
The LibraryH3lp interface is sparse. Other than your buddy list the other important feature to note is the status drop-down menu, which is at the top-left corner of your LibraryH3lp screen. This allows you to indicate that you are away from your desk or busy. Other operators will see this status. Patrons will not, unless you are the only operator online, then your status is shown in the chat widget embedded on webpages.
In the bottom-left corenr of the LibraryH3lp interface are three tabs: Chat, Activity, and Help. When you login to LibraryH3lp Chat is your default location. Activity allows you to view your past chat reference interactions. Help links to LibraryH3lp's help documentation.
To logout of the system go to the top-right corner of your screen and select Actions > Logout.
If you ever have any questions feel free to contact me or see the LibraryH3lp documentation at https://docs.libraryh3lp.com. When you are in LibraryH3lp you can also access this documentation by clicking on the Help button at the bottom-left corner of the screen.
