Friday, May 27, 2022
New Users Management page
If you have administrative rights to all or part of your LibraryH3lp subscription, this post is for you. We've updated the users management page in the administrative dashboard. The new page has been in beta testing for quite some time and we've wrapped in customer feedback as well as bug fixes during that time. Please continue to provide constructive feedback on how we can further improve this page.
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Updated user management page in administrative dashboard |
We'll update the administrative dashboard on each of the servers in the coming weeks. And we'll update this section as we go to note the date. Here's the release schedule:
- Canada - May 27, 2022
- Singapore - June 21, 2022
- Europe - June 23. 2022
- Main (US) - July 5, 2022
Creating and updating users
Managing chat contacts
When users forget to logout
Administrative permissions
But I loved the old page
Friday, January 14, 2022
Staffing Assignments in the Webclient
Selection window seen when logging into the webclient for staffing |
An alert message is shown when you are opted OUT of staffing at least one queue. |
In the selection window and at the bottom of your queue assignments list, there is a handy "Receive chats on ALL queues" checkbox. You can use this to ensure all staffing assignments are set to YES. Folks assigned to a lot of queues will find this checkbox especially useful. Also folks with a lot of staffing assignments may need to scroll in order to review them all before connecting.
Click "Staffing Assignments" to opt in/out of queues after login. |
After you click "Staffing Assignments" in the contacts sidebar, you'll see the same YES/NO buttons as you did at login.
Use the YES/NO buttons under "Staffing Assignments" to control whether or not you receive chats. |
Why don't I see this change?
- Singapore: January 14, 2022
- Europe: January 14, 2022
- Canada: January 15, 2022
- Main (North America): January 29, 2022
What happens if I don't use the webclient for staffing?
Sunday, August 29, 2021
2nd Generation Chat Box Coming to LibraryH3lp
We hope everyone had a great summer. Fall is already upon us, and we wanted to share some big news: a next generation chat box is coming to LibraryH3lp packed with features you've been asking for.
But wait. There's more! We also want to show off some neat new features in the admin dashboard and webclient for staffing.
We'll be rolling the new features described in this post to each of the regional servers soon. Here's the release status so far (and we'll update this section as rollouts happen):
- Canada: August 29, 2021
- Singapore: September 3, 2021
- Europe: September 3, 2021
- Main (North America): September 11, 2021
Easier Chat History search
It's now even easier to search chats in the Chat History page, which is common to both the admin dashboard and the webclient for staffing. As before, there's the area at the top of the page where you can search chats by date, transcript keywords, or most any bit of chat metadata either by typing you search parameters in the search box or by using the advanced search dropdown and filling out the search fields.
But now there are two new features: one-click narrowing of search parameters and easy-to-remove-search facets.
When you visit the Chat History page, you'll see all the chats which match your current search criteria (this week's chats by default) in a table. We've added hyperlinks to the guest, protocol, queue, and operator fields in that table for each chat. Clicking on any of these links for a chat will automatically add the value of that field to your search so you can quickly narrow your search to a particular guest, protocol, queue, operator, or any combination of these metadata fields. You'll also see these fields added as facets to your search.
Here's an example of the new search features in action:
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Before narrowing search by clicking on an operator hyperlink |
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Clicking an operator name narrows the search to a particular operator and adds a facet |
New Webclient Features
Today's chats with the guest
Each incoming guest chat over a queue now includes a history hyperlink as part of the chat metadata. Clicking that hyperlink lets you quickly view today's chats with that guest, which is especially handy for repeat guests who may have previously chatted with another operator or to refresh your memory on a prior chat with a guest.
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New "History" metadata on chats within the webclient. Click to see today's chats for the guest. |
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Volume control for webclient sound notifications |
2nd Generation Chat Box (Yay!)
Without further ado, we're excited to announce the second generation LibraryH3lp chat box packed with lots of great new features. Don't worry, we haven't gone crazy with the redesign and guests who have used your chat box before will still find it familiar.
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Default 2nd generation chat box with no customized skin |
Upgrading your existing chat box skins is super simple in many cases and literally just takes a couple clicks. Plus upgrades are FREE. That's right, it's included with every subscription.
Here are the new things that guests will see immediately after you upgrade:
- more spacious typing area that auto-sizes based upon chat box dimensions
- modernized icon set for chat features such as emailing transcripts
- new icon to enable/disable visual notifications of new chat messages (pop-out and follow-me chat box styles only)
- new icon to review and choose emojis to insert into the conversation
- new icon to clear chat history which replaces the old 'Clear Chat History' button
After you've upgraded the chat skin, you can then take advantage of some new features and customization options which include:
- Add an optional, customizable greeting message that appears in the transcript area at the beginning of a conversation. This is separate and different from the concierge auto-response in that this message is NOT part of the chat transcript per se and appears to the guest before a chat starts.
- Create and present a chat policy to guests and optionally require guests to acknowledge your chat policy before chatting.
- Customize the 'Type here to chat. Press ENTER to send.' typing instructions for the chat box.
- Disable file uploads for guests if you do not want guests sharing files with operators.
NOTE: If you have a chat skin which is highly customized though advanced customizations in Wicked CSS Hacks, those customizations will be lost if you choose to upgrade through the default upgrade process. The reason that the contents of Wicked CSS Hacks are purposefully not preserved is because much of what is valid for a Generation 1 chat box is NOT valid for a Generation 2 chat box. That is, the old Wicked CSS Hacks content will likely just make your updated chat box look strange and is no longer needed. Please contact LibraryH3lp support if you'd like assistance upgrading any chat skin or have questions.
Updated Chat Box Skin Editor
Finally, we've redesigned the Chat Skin Editor in the admin dashboard. The new editor makes it easy to search your existing chat skins and see what each skin looks like at a glance.
In the redesigned editor, you'll see an "Upgrade skin to latest generation" button when you edit any of your first generation chat skins. You can use this button to upgrade each skin.The redesigned Chat Skin Editor comes with some new, schnazzy features:
- There are color pickers with built-in WCAG color contrast checkers to help you style your chat box skin while ensuring your skin meets color contrast accessibility standards.
- Rich text editors are available for parts of the chat box where there is text content, like the title.
- As before, you can see your changes to the chat box skin update in real-time. But now you can also click on the visualization of your skin to highlight the settings in the editor that are relevant to that portion of the skin.
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Redesigned Chat Skin Editor |
With the redesign, we've broken up the chat box skin settings into two groups -- Branding Basics and Additional Flair. The Branding Basics group represents the most commonly tweaked skin settings and Additional Flair is for other customizations which are less commonly tweaked.
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?
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.
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.
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.
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)
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.