LibChat Training Manual
Answering SMS Text Chats
SMS text chats are integrated into our existing chat dashboard. When you're working on chat, you may see these chats pop up and you can claim and answer them in the same way as regular chats. The chats that come from SMS text messages are differentiated by a mobile phone icon on the left side of the chat on the dashboard page:
Once the chat is claimed, you'll be able to chat to the user in the same way as a regular chat. You'll notice that your name is hidden from the user. They'll see your response as coming from the library's SMS text phone number, which is 732-943-1643. There is no character limit for chat responses to SMS:
When you want to close the chat, you'll see two options when you click the "X" at the top right corner of your screen. The first, "close view" will minimize the chat on your screen, but it will remain in the active chat list. This is a good idea if you're not sure if the user will return with other questions. The other option, "remove ticket from dashboard" will end and close the chat. You will be able to enter statistics after selecting this option.
The user will not receive a notification that the librarian has ended the chat. If they respond within 24 hours, the same librarian will receive a follow-up ticket automatically assigned in the dashboard. During the pilot period, you can respond to the user if you choose, but it is not required. The text queue will be monitored by the Research and Instruction Services Coordinator. If the user responds after 24 hours, it will open up a new chat or ticket.
Pilot for SMS Text Chat
The pilot for SMS text chat will run starting June 1st, 2022. The program will be assessed in August 2022 for regular inclusion in our Ask Us program. During this period, the text messaging number will appear on the Ask Us Page (https://www.libraries.rutgers.edu/ask). Please feel free to market this program on your campuses and to students and instructors during this period. If you'd like assistance with promotion or if you have any questions, please reach out to Laura Costello (laura.costello@rutgers.edu).