How it works
Administrators create shared groups (pools) of canned messages and assign operators to them using the new Messages tab in the admin site. Those messages are available to designated operators through our new web staffing client.
The messages are easy to use and show up as type-ahead suggestions when composing replies to guests during a chat. Individual operators can browse their assigned shared messages and optionally create their own private messages via the Messages tab in the webclient. If desired, operators can also opt out of canned messages in their Settings.
Into the pool!
A single set of shared canned messages available to all staff might be all you need. But since LibraryH3lp can be used across departments and even beyond libraries, different groups of operators might benefit from different pools of shared messages. For example, someone in Admissions will probably need access to a different message pool than a librarian.
Flexibility is the name of the game. Administrators can set up unlimited pools of messages and then assign operators to one or more of these message pools.
Give it a whirl and let us know what you think!