Tuesday, May 12, 2015

LibraryH3lp Concierge: Auto-responder for incoming chats

Looking for a consistent, friendly greeting for each new chat?  Canned messages are one way to go if an available operator provides a timely response.  Having a real person respond quickly is the best customer service.  But what if a new chat goes unanswered for an unusually long period of time?

Enter the new LibraryH3lp 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.

In order to set up your concierge services, please email support with the following details:
  • The name of the queue or queues.
  • How long in minutes or seconds to wait before triggering the auto-response.
  • Exact wording of the auto-response.

What happens on the staff side?

Nothing changes from the staff's point of view.  And, the staff can still answer even after an auto-response that apologizes for a delay and offers alternative contact methods.

What about text messaging (SMS)?

While you can certainly have auto-replies for your text messaging queue, you may or may not want to provide them.  Text messages already have the offline auto-reply, which is a different kind of auto-response.  If you also wish to provide an automatic greeting, you will want to make sure the overall effect is coherent.

Does Concierge require use of the webclient on the part of the operator?

No. Concierge works regardless of the staffing software the operator is using.

Can we have more than one auto-reply on a single queue: one as an initial greeting and another as a fail-safe if no one is really there?

Yes!  However, in the interest of good customer service, it is good to be a bit cautious about what the first of the two messages says.  It is often better to have a human send an initial greeting, and this can be done quickly and easily using canned messages.  This way, your guests are rightfully informed that a person is there and paying attention to their message.  If you have an automated initial greeting, and no real person can actually respond quickly, that can leave a bad impression even if an apologetic auto-reply comes along later.

Monday, April 13, 2015

Updated Webclient: auto-busy, simpler workflow, and more

We've introduced some updates to the webclient chat workflow designed to simplify chat management, especially for operators of busy services.  The basic layout of the webclient is unchanged.  However, you'll find that the chat area better uses the available real estate, making it easier to juggle lots of simultaneous chats with minimal fuss.  Plus there are other goodies too, so let's dig in!

New goodies: tiled layout; highlighted chat; greyed chat indicating guest has left the conversation.

Use auto-busy to control incoming chats

You might already know about busy (do not disturb) status, which allows an operator to continue with all of their active chats but not receive any brand new ones.  But it can be difficult for an overwhelmed operator to remember to change their own status.  Enter auto-busy!  When an operator reaches the auto-busy threshold configured in their settings, the webclient will automatically change their status to busy until they close a chat and again are under their auto-busy threshold.

When an operator changes to Busy status, other operators available on a queue will continue to receive the new chats, or if no other operators are available, the queue itself will change to Busy until at least one operator is Available again.   The auto-busy default is 9, which is deliberately set high so that it won't catch anyone by surprise, but can be changed to any number the operator desires.  Only chats on queues count towards an operator's auto-busy threshold; private IMs from colleagues are not counted.  

Pinning replaced by auto-split

The old webclient chat layout supported two chat areas, a large space for a primary chat of interest and a right sidebar for pinning up to three additional chats.  Some of our users with busier services found this old layout limiting, so we went back to the drawing board and came up with a Hollywood Squares workflow that auto-partitions a single chat area into tiles.  

You can control the number of tiles that are auto-opened in the chat area via an auto-open setting.  Auto-open only controls the number of tiles that are automatically displayed and doesn't represent a hard limit on the number of tiles you can have open at any time.  You can always open additional tiles by clicking the desired contact in your contacts list.

Check out this screencast with Pam to see the auto-split feature in action...

Chats grey when the guest leaves the conversation

Chats already include textual notifications to the operator when a guest leaves the conversation.  But we've also added a new, more visual cue to the chat.  When the guest navigates away, the chat background will turn grey and should the guest return the background will return to its original color, signaling to the operator that they can send messages to the guest again.  This improvement to the webclient goes along with some recent improvements to the chat widget's ability to detect when a guest leaves the conversation.  

Highlighting a chat with the star icon

Operators can highlight chats of interest using a new star icon at the top right-hand corner of a chat.  The highlight feature has no functional impact on the chat, but instead serves as a visual cue to draw the operator's eye.  

'Press Enter to send' is now part of your settings

Previously, you could toggle between using the Enter key to send messages and using a Send button to send message directly within each chat and within the conference room area.  In order to dedicate more real estate to chatting, we've removed the per chat toggle and added it to the Settings area.  The default setting is to use the Enter key to send messages to the guest.

Wednesday, April 8, 2015

Updated widget

We recently released a few noteworthy privacy and usability updates for the LibraryH3lp guest's chat widget.  Let's take a look!

The Clear Chat History button appears automatically after the guest sends their first message. 
The only visible change to the guest widget is a new "clear chat history" button, which appears after the guest sends their first message.  The text for the button is localized in languages for which we already have widget translations.

By clicking the button at any time, guests can wipe out the widget's displayed chat history.  This is especially handy when guests use shared computers.  Clicking the button does not remove the operator's view of the chat history, but it will tell the operator that the guest has left the conversation.  

Wait, what did you say before I clicked?
We've improved embedded widget usability by preserving the chat history when the user navigates away and then returns.  Embedded widgets are simple and highly visible, which make them a popular choice for web pages.  But sometimes guests accidentally navigate away from embedded widgets when clicking links on the containing web page.  Previously, the guest would lose their prior chat history even if they navigated back immediately.  Now, that chat history is preserved, and of course the guest can always clear it with the Clear Chat History button.

Elvis has left the building
Finally, we've included a few extra tricks within the updated widget to better detect when a guest leaves the chat.  If the guest navigates away, closes the page containing the widget, closes a pop-up widget, or uses the "clear chat history" button, the operator is notified consistently.  

Thursday, March 26, 2015

Introducing the ACLator: fine-grained control over all the things

We are pleased to announce the release of the Permissions and Access Control List Editor, which we've pet-named the ACLator.  Think "Ack-ell-a-tor" using an Arnold Schwarzenegger voice.

The ACLator places the power of fine-grained access control squarely in your hands.  By default, users have limited, read-only privileges on queues of which they are members - just the minimum for staffing.  From those humble beginnings, users are commonly elevated to full administrative access across an account or to administrative access within a subset of the account.  But it doesn't stop there!  You can grant or deny read and/or write privileges to most anything to anyone - and yes, even to LH3 users outside your account.  That last part has super-exciting implications and really deserves it's own blog post.  But we'll get to that in a bit.  And as always, there is no extra charge for any of this new goodness.

Groups & Folders -  The Building Blocks of Access Control

If you've ever used the admin dashboard to manage users or queues, then you've probably noticed folders.  Folders organize users, queues, conference rooms, canned messages, chat snippets, chat skins, and knowledge bases (FAQs) into a collection of resources.  Folders can also have child folders, allowing you to build hierarchies of resource collections.

A group is a collection of users with the same access privileges to a set of folders.  There are two special groups that every LibraryH3lp account has - Everyone and Administrators.  The Everyone group automatically includes every user within the LibraryH3lp account and provides the basic read-only privileges that make staffing possible.  The Administrators group contains all users that have full administrative access to the LibraryH3lp account.  From there, you can create your own groups with customized access to the resources within your LibraryH3lp-powered service.

As an administrator if you navigate to the ACLator (US, CA, EU, SG), you'll see a list of all groups for your account.  You can manage groups (add, rename, delete) using the button toolbar above the list.

Example list of groups in the ACLator.  The management toolbar is located above the list.

Managing Membership

When you click on a group from the list, you'll see a Members tab that lists the members of a group.  The default view is a flat list, but you can switch to a tree view that reveals the folder hierarchy.  Beside the view toolbar is a button that lets you add or remove members.

Members for an Administrators group.  The membership management buttons are located above the member list.

The ACLator makes granting users full administrative privileges easy.  Click on the Administrators group as shown in the screenshot above.  Then click the add/remove members button to make your changes.  Yep.  That's it.

Using the ACLator to Isolate Departments

How about extending your LibraryH3lp subscription to include other departments, but not giving the departmental administrator the full keys to your entire kingdom?   We call these users mini-admins.  Mini-admins can manage their own resources but cannot see any data (including transcripts) for the rest of the account.  Their view of the world is capped at their own folder.

Let's set up a mini-admin in 5 easy steps!

  1. Visit the Users page of the admin dashboard and create a new folder.  
  2. Add a new user within the folder.  You can use drag and drop if needed to get the user situated. 
  3. Head over to the ACLator and create a new group.
  4. Add the new user as a member of the new group.
  5. Click the Permissions tab and select your newly created folder containing the mini-admin.  Click Grant for read and write access.
The screenshots below shows how the ACLator Members and Permissions tabs look when it is all said and done.

The new user is part of the mini-admin group. 

Granting mini-admin privileges on the "mini-admin" folder.

When a new mini-admin user logs into the admin dashboard, they'll be able to create their own users, queues, knowledge bases (FAQ sites), conference rooms, canned messages, chat snippets, chat skins, and administrative hierarchies within their own restricted subdomain.  Since a mini-admin's view is capped at their own folder, they won't see their parent folder since that is beyond their administrative access.

Building Collaborative Services

Within the ACLator, you probably noticed the Collaborators tab.  This tab let's you manage access control for LibraryH3lp users outside your account.  Awhile back, we talked about how you can build ad-hoc collaboratives with LibraryH3lp.  The Collaborators tab lets you build collaborative services on-the-fly!  The ability to self-organize is unprecedented in the world of virtual reference software, removing the need for any middle man to form collaboratives.  In an upcoming post, we'll walk you creating and managing an ad-hoc collaborative.  Stay tuned.

Sunday, February 15, 2015

Hello Dashboard and 3mail

We have lots of exciting news to share!   The admin site has a new, modular design and a new name: dashboard.  Plus we've added three new features to the webclient for staffing: streamlined log in workflow, improved networking, and simple email module we lovingly call 3mail.  The updates are live on the main US server as well as the EU and SG regional servers.

Hello, Dashboard

We've transitioned from a monolithic admin site to a modular dashboard system.  The biggest visual change is a sidebar navigation menu that replaces the tabs across the bottom.  
New Dashboard menu: expanded and collapsed.  The menu can be expanded at any time by clicking the menu icon at the top.
If you peer a bit closer, you'll also notice that each menu item (chat history, chat reports, etc.) has its own URL.   This comes in super handy if you like to load pages as separate tabs within your browser or want to bookmark a specific administration page.

Webclient streamlined log in workflow

The dashboard (formerly known as the admin site) has always supported auto-authentication based on browser session cookies.  That is, if you haven't logged out, you can revisit later in that same browser session without having to log in again.  However, the webclient for staffing required a fresh login each visit.  We've removed that restriction and, like the dashboard, you'll be able to go straight to the queue selection dialog if you have already authenticated during that browser session.  

But there's more!  When you log into the webclient for staffing (or dashboard), by default, you get a session cookie, which is good for the duration of that particular browser session.  If you click the 'Remember me' option, instead, you'll get a cookie that remains valid for 14 days and persists between browser sessions (restarts).

If you staff from a shared computer, you'll want to stick with the default and not use the 'Remember me' option.  Either type of login ends when you logout from either the webclient or the dashboard.

Webclient networking improvements

The webclient and our server are in constant contact, verifying the network connection, to make sure that you'll be able to successfully answer incoming chats.  When that connection is disrupted, an auto-reconnection sequence begins that ultimately results in a successful reconnection or a notification to the operator of the error so that the operator can log in again.  We've reworked the networking in the webclient to better weather poor network conditions like dropped packets or low connectivity over wireless networks.

Hello, 3mail

LibraryH3lp already offers several points for email integration - tag for follow-up for chatsemail address or contact page for FAQs, and forwarding guest emails in reply to emailed transcripts.  But true to Zawinski's Law, your LibraryH3lp subscription now includes unlimited use of our new module, 3mail!

3mail provides a simple email system that is available from the webclient navigation menu and can be connected to one or more queues within your account.  Each queue represents a shared mailbox from which any operator assigned to a queue can view and send email.  Like Gmail, there are labels for categorization and email archiving features.

The webclient's Tag for Followup feature integrates with 3mail so staff can answer questions that need email followup after a chat is over.  You can also use your 3mail addresses to receive emails from places like web forms.  This way, the webclient can function as one-stop-shopping for email and chat interactions.

To get started with 3mail, please contact support.

Wednesday, December 10, 2014

Easy proactive chat for your LibraryH3lp-powered virtual service

Awhile back, we shared with you some ideas on how to add proactive chat to your web pages with custom JavaScript. Because there was so much interest and positive feedback from that post, we've rolled out integrated proactive chat invitations for your LibraryH3lp-powered service. No more need for custom JavaScript. Just dead simple point and click. Sound good? Let's do it!

Anatomy of a Proactive Invitation

Proactive chat invitations come in two basic flavors - a button dialog or an image dialog. For the image dialog, we offer a default "Chat now" image as well as several other choices. Alternatively, you can opt to use any image you'd like. And there are 24 different theme options available for your proactive invitation.

How To

The magic lives in the Services tab of the LibraryH3lp admin site.  You can add proactive chat invitations to any existing service snippet.  Proactive will include an invitation to chat in addition to your existing in-page option, leaving the in-page option unchanged.  If you've never used service snippets before, they replace the functionality of our old DIY-style code plus give you added flexibility to configure your virtual service on the fly without having to edit your web pages.

To add proactive chat to a service, click the Edit button and scroll down to the section labeled "Routing for incoming chats." Click the Proactive options tab and from there you'll be able to craft your own proactive service. The proactive invitation is timer-based. After a timed period that you control, a guest browsing your web page will see a chat invitation. Placement of the invitation within your web page is configurable.

Proactive and polite

So what happens when a guest declines your invitation? After all, you don't want to risk annoying the guest as they navigate your site with a recurring invitation on each page visit. No worries. For that, we have a cookie that remembers that the guest has declined your proactive invitation.

When you are testing your proactive invitation and need to trigger the dialog again, simply delete the "libraryh3lp-shhh" cookie and you're ready to go.

Note: Integrated proactive chat is not yet available on the LibraryH3lp Canadian regional server.  We'll update this post when released on that regional.

Monday, October 13, 2014

Webclient updates: conference room alerts, improved pinning workflow

This morning, we released a few new features in our webclient for staff.  Each of the new features is based upon feedback from you, so keep those suggestions coming!

Conference room notifications and alerts

Conference rooms now feature configurable sound notifications, desktop notifications, and alerts.

Conference room chat sounds and desktop notifications provide simple audio and visual notices of all new room messages. Every time someone sends a message, you'll hear your selected sound and see a desktop notification.

Conference room alert sounds provide a way to draw extra-special attention to a conference room message. Alerts can function like a "panic button," triggering a special sound and appearing as a bold message in the conference room. Need more help at a service desk? Sudden flurry of chats? Grab all your colleagues' attention with the Alert button or target a specific colleague by mentioning her username or nickname within your message to the room.

A conference room alert is ready to go out.

All sounds are configured independently in the Settings area. You can choose one sound for conference room messages, a second sound for conference room alerts, and a third sound for regular non-conference room chats.  You can also opt out of any or all sound notifications entirely.  For example, you may find a sound on each conference room message excessive but still opt into conference room alert sounds, so that you'll be notified when one of your colleagues needs help urgently.

Improved multi-chat workflow: proactive pinning for new chats

If the main chat workspace is occupied, new incoming chats are automatically pinned to the right sidebar.  Up to three chats will be auto-pinned.  Any additional new chats will be minimized in buddy list, with the red "new" badge.

Four active chats in view: one in main workspace and three pinned.  Conference room is minimized.

Three active chats: one in main workspace and two pinned.  Conference room is also active.