Saturday, May 22, 2021
End to End Encryption (E2EE) for chats
From the beginning, LibraryH3lp has been designed as a privacy-first application. Guests chat anonymously as there is no requirement or option for guests to enter any sort of identifying information such as email address or name to begin a chat. As a customer, you are the main custodian of your subscription data and control your internal users, queues, and transcript retention (which is an opt-in feature). In this vein, we are excited to offer a new optional feature for web-based chats -- end-to-end encryption.
Released as follows:
- Canada: May 22, 2021
- Europe: May 29, 2021
- Singapore: May 29, 2021
- Main (North America): June 20, 2021
What is end-to-end encryption (E2EE) and off the record messaging (OTR)?
End-to-end encryption (E2EE) means that only the two parties (ends) participating in a chat can read the messages. No one else (including LibraryH3lp support personnel) can read the messages because the messages are encrypted. The specific cryptographic protocol used to encrypt chat messages is Off the Record Messaging (OTR).
As a further proof against man-in-the-middle (MITM) eavesdropping, operators answering chats in the webclient for staffing can optionally provide the private key from a Digital Signature Algorithm (DSA) key pair so that the guest's chat box (which has the matching public key fingerprint) can confirm that the answering operator is authorized to communicate with the guest.
Note: E2EE/OTR is not available nor planned for SMS (texting) chats.
Wait. Aren't chats encrypted by default?
Yes. Even without setting up E2EE, guest chat boxes use HTTPS by default and the operator's webclient for staffing always uses HTTPS. With HTTPS, chat messages are encrypted in transit over the network. However unlike with E2EE chats, these chat transcripts can also be read by authenticated users that have appropriate permissions in Chat History while a chat is active, and also after a chat has ended if transcript storage has been enabled. Chat transcript retention provides the ability for later access and can be useful for things like training, data assessment/analysis, and personnel review.
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| Even though this OTR chat is active, its transcript cannot be seen in Chat History. |
If my chats are already encrypted, why would I want to set up E2EE/OTR?
Actually we anticipate that most customers will not set up E2EE/OTR, since messages are encrypted in transit via HTTPS and the ability for later transcript review is an important part of quality assurance, assessment, and training for many organizations.
However customers in countries with very strong data privacy regulations or any customer with stringent privacy requirements might be interested in E2EE. For example, if E2EE is configured, then there is no way for LibraryH3lp support staff to access chat transcripts, and that can be an important feature.
Generally how does OTR work?
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| The chat operator cannot see the guest's messages until the operator claims the chat. Alternatively the operator can close the chat window, leaving the chat available for another receiving operator to claim. |
How do I enable OTR for my chat box skins?
Friday, January 15, 2021
Updates to the Chat Box for Guests
We recently announced a new emoji set for the chat box that guests use on your website and teased that there were more changes to come. We've made good on that promise with even more chat box improvements.
These improvements are being rolled out progressively across our service regions.
- sg.libraryh3lp.com: released January 15, 2021
- ca.libraryh3lp.com: released January 29, 2021
- eu.libraryh3lp.com: released January 31, 2021
- libraryh3lp.com (main server): coming soon!
Simplified Mobile Experience
Previously, we offered two separate layouts for the chat box -- one layout was shown to guests chatting using a desktop or laptop and one layout that was shown to guests using smaller mobile devices like phones. Now guests will see the same chat box layout no matter what device they choose to use to chat with you.
The history behind the two layouts stems from the early days of mobile where there was spotty support for chat box features such as file upload and even reliably getting the Enter button to send a message. These days mobile devices are much more sophisticated and support for all the chat box features is commonplace.
Bug Fixes
1) The chat box should clearly identify the sender of an uploaded file or image. It used to be that the upload was always attributed to the operator. One caveat with this bug fix is that on occasion the guest may still encounter the original behavior within Chrome; we expect that Chrome will iron out that remaining wrinkle with a future update.
2) When a guest pops out the chat box on a web page (like you can do with our support chat box in the sidebar of this blog) into a separate window, the conversation will update in real time in both places. It used to be that only the operator's messages updated in real time in both places. Now the messages from the guest will also appear.
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| Embedded chat box screenshot showing the pop-out button |
Even more to come!
Thursday, December 31, 2020
Updates to Chat Box and Webclient for Staffing
On the heels of recent updates to the webclient, 3mail, and admin dashboard, we're updating the chat box for guests too! We have more changes to the chat box in the works, but to kick things off we've modernized and expanded the emoji available to guests and operators during a chat.
The new emoji set is being rolled out progressively across our service regions.
- sg.libraryh3lp.com: released December 31, 2020
- eu.libraryh3lp.com: released January 8, 2021
- ca.libraryh3lp.com: released January 8, 2021
- libraryh3lp.com (main server): January 16, 2021
Emoji for Chat Box
On the guest's side, the new emoji (as with the old emoji) can be inserted into a chat via shortcuts typed as part of a chat message.
Emoji in Webclient
On the operator's side, the new emoji (as with the old emoji) can be inserted into a chat via shortcuts typed as part of a chat message or via the emoji selector in the webclient for staffing (screenshots below).
Saturday, November 14, 2020
Updates to the Webclient, 3mail, and Admin Dashboard
Where is this update?
The updates outlined in this post are being rolled out progressively across our service regions.
- sg.libraryh3lp.com: Update live as of November 14, 2020.
- eu.libraryh3lp.com: Update live as of November 21, 2020.
- ca.libraryh3lp.com: Update live as of November 28, 2020.
- libraryh3lp.com (main server): Update live as of December 19, 2020.
IMPORTANT! With this kind of update, it's a great idea to clear your web browser's cache to ensure you have the latest release.
Webclient Updates
Initial Staffing Assignments dialog
When the box for a queue assignment is checked and you see the green "I'm staffing" indicator, you will receive incoming chats on that queue. Otherwise, chats on that queue will not be routed to you (red "I'm NOT staffing"). In this way, you can control on which queues you receive guest chats. This is all unchanged, but the new feature is an alert.
Now if at least one of your queue assignments is unchecked (shows a red "I'm NOT staffing"), a warning will appear letting you know that you won't receive chats on that queue.
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| Alert if you're not opted into staffing a queue. |
Updated canned message management page.
The big win in the new canned messages page is a spacious editor for composing personal canned messages which includes a link tool along with other common formatting tools.
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| Updated editor for canned messages includes formatting tools |
Updated preferences page
- Webclient settings are now organized into groups and given headings.
- We've added a play button next to sounds so you can easily preview when choosing sounds.
- We've added an avatar gallery so you can easily replace the default avatar.
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| Updated webclient preferences page |
3mail Updates
Our 3mail (shared email boxes) module gets a super handy update: integration with the FAQ module. If you have a FAQ site, you can search your FAQ site for the answer to an email question and insert either a link to it, or insert the FAQ's content and then edit further.
Plus the existing ability to use answer templates within 3mail remains. The new FAQ integration is yet another way to re-use existing content to save time and avoid re-writing the same answer over and over.
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| Inserting an answer from your FAQ (searchable knowledgebase module) |
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| Instantly search your FAQ for an answer to share |
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| Insert either a link to a FAQ OR the FAQ content directly |
Admin Dashboard Updates (for full administrators or mini-admins)
User Management: Beta
We're offering a new user management page for beta testing side-by-side with the familiar user management page. You can access the new user management page via a green banner at the top of the current user management page.
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| Navigation to BETA users management page |
The new user management page aims to streamline the process of creating new users and managing existing users. In particular, here is a list of new features available exclusively through the new user management page:
- User creation wizard which includes an option to set up a new user identically to an existing user (copy).
- Search function to quickly locate users by username, chat status, queue assignment, permissions group, folder, or email address (if set for a user).
- Integrated management of conference rooms, canned messages, and permissions groups!
- Revised contact management tool to simplify setting up buddies for users.
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| Copying an existing user |
Conference Rooms
The conference room management page features a refreshed design but no new features or settings.
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| Updated interface for managing conference rooms |
Shared Canned Messages (Pools)
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| Updated canned messages management with much improved editor. |
NEW! RefTracker Integration
We are excited to offer a LibraryH3lp integration with Altarama's RefTracker platform. The integration connects LibraryH3lp's tag for follow-up feature with RefTracker's customizable forms so you can easily pull chat information from LibraryH3lp for later follow-up and tracking within RefTracker.
Permissions Groups
The permissions groups management also features a refreshed design, but there are no changes to the underlying permissions management options or new settings.
Subscription Management and SSO
The subscription management page has been updated and re-organized slightly.
- If you opt to participate in the beta program, you and your colleagues will use the "Sign in via your institution" option.
- If you do NOT to participate in the beta program, you'll use the same "Sign in" option that you've always used where you provide your LibraryH3lp username and password to login.
Friday, July 31, 2020
Contactless Assistance Ideas for Re-opening
Leverage on-site public access computers
If you provide on-site public access computers or loan out laptops or similar devices, you can leverage them for contactless communication with your staff.- Advertise texting and/or regular phone numbers.
- Advertise chat options.
- Draw the eye to a desktop shortcut that launches your chat service.
- Try to place the shortcut someplace where the user is least likely to cover it up once they have applications such as the web browser running on the computer.
| Example desktop screenshot showing wallpaper for a library with contact information and a special chat shortcut. |
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| Detail of wallpaper and desktop shortcut to chat box |
OK, so what web page do you send guest to with a desktop shortcut? So many possibilities...
Advertise QR Codes that Guests Scan on their Phones
Guests can chat with staff using their phones as as they wander around the building. No need for a desktop or laptop computer! Guests either text their question (if you have the LibraryH3lp SMS add-on module) or use the mobile-friendly LibraryH3lp chat box which doesn't require the SMS add-on module at all.
Now for the sprinkles on top! Make it super easy for guests to chat by providing a QR code that either launches the guest's texting app or links them to your your mobile-friendly chat box URL. You'll want to print and post the QR code in strategic spots around the building. You can even include the QR code on computer desktop wallpaper as described above.
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| Example QR code for the LibraryH3lp tech support chat box |
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| Mobile-friendly chat box for phones |
Something else?
If you have other ideas for including LibraryH3lp in your contactless workflow but aren't sure how to tackle, please contact support@libraryh3lp.com. LibraryH3lp has a flexible API and chances are that we can help make your vision a reality.Monday, May 11, 2020
Curbside Pick-up and LibraryH3lp
Organizing Librarians
Queues and user accounts are unlimited for both subscriptions and trials. Create as many queues and users as you'd like whenever you'd like.
Getting the Word Out to Patrons
If you'd like to advertise someplace you can't use a chat snippet, no worries! Chat boxes have direct URLs which you can share as links, and there is even a way to include email contact when chat is offline. This works great in emails, social media, and places where you're limited on what you can put on a web page.
Texting!
And if you haven't tried the SMS add-on module yet for texting, we offer a no-risk trial. Contact support via email to get started today. If you opt to purchase the add-on after your texting trial, packages are inexpensive and start at just $50.
Sunday, June 9, 2019
Major Update to Sharing Tool: Screencasts & Slideshows
We've released a major update to the Sharing Tool which includes a completely new way to share! Originally, you could send screenshots to the guest, and invite the guest to share their screen with you. Those original features remain (with a few neat upgrades), but now, you can also record your own screen to create silent screencasts which can then be transformed into simple, annotated slideshows.
Plus all of this sharing goodness is available within AND outside the context of a chat. If you use the LibraryH3lp 3mail module, you'll find that we've integrated snapshots so you can use the drawing tools to annotate images you’d like to insert into email drafts. And beyond LibraryH3lp, you can use snapshots, screencasts, and slideshows as standalone tools in your daily workflow for doing things like creating content for documentation, tutorials, and guides.
Now without further ado, here's a video overview of the updates and additional details are below.
Screencasts and Slideshows Overview
Screencasts are silent recordings of your own screen. You can save and share the raw recording as a webm video. Or you can create and share a simple slideshow by selecting and optionally annotating frames from your recording to further emphasize the steps you're illustrating. Slideshows are saved as animated GIFs.Creating a Screencast
- US: https://libraryh3lp.com/sharingtool/screencasts
- CA: https://ca.libraryh3lp.com/sharingtool/screencasts
- EU: https://eu.libraryh3lp.com/sharingtool/screencasts
- SG: https://sg.libraryh3lp.com/sharingtool/screencasts
To begin, you’ll start recording your screen. Your web browser will prompt you about what you want to “share” with the recording tool. If you are working within a chat, you probably want to avoid including the webclient’s screen, so you might want to only capture an individual browser tab.
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| Screencast screen prior to starting your recording |
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| Screencast screen after recording is finished and showing built-in movie player |
Creating a Slideshow from Your Screencast
Click the “Create Slideshow” button after you've recorded your screencast to begin selecting individual frames from your movie to compose a slideshow.In the slideshow editor, there's a green slider along the track that you can use to navigate through frames. Once you've found a frame you'd like to capture as a slide, click the "Add Slide" button. Slides can be annotated with editing tools (just like snapshots).
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| Slideshow editor with one annotated slide |
You can do things like select nearly the same frame twice, and annotate the second one, in order to help draw the eye to the desired content.
There are a few settings you twiddle before saving your slideshow:
- The time (in seconds) each slide will be displayed before moving to the next slide.
- The color quality for the GIF. Lower quality renders the GIF file more quickly, but color conversions may not always be true.
- By default, a replay slide is included at the end of a slideshow. Since this is an animated GIF file, no movie player is required on the part of the viewer. If you’re sending one of these during a chat, the guest will view it in its own tab, and this replay slide at the end will help them understand that they can reload that tab to watch your slideshow again. However, if you are creating an animated GIF for use in elsewhere such as in a tutorial, you may not want that replay slide included.
Screencasting Limitations
We would love to tell you that screensharing, screencasts, and slideshows work in any web browser. But we simply cannot do that yet reliably given the current state of web browser technology.Right now, you have to use Chrome 72+ or Firefox.
Edge should work once it becomes Chromium-compatible.
Safari might eventually work. Someday.
And sorry but Internet Explorer 11 will never work. As Dr. McCoy would say, "He's dead, Jim."
Updates to Snapshots
- Resize snapshots in pixels or by percentage.
- The drawing tools are now located on the right side of the window and auto-collapse to give maximum screen real estate to the image being edited. But you can expand them if needed.
- Two new color choices for drawing tools: blue and green
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| Snapshot editor with drawing tools collapsed |
Snapshots now have a direct link (by regional server) which you can use outside the context of a chat or 3mail:
- US: https://libraryh3lp.com/sharingtool/snapshots
- CA: https://ca.libraryh3lp.com/sharingtool/snapshots
- EU: https://eu.libraryh3lp.com/sharingtool/snapshots
- SG: https://sg.libraryh3lp.com/sharingtool/snapshots
