Sometimes connection or browser issues can lead to staff “losing” a chat (for example if you are forced to logout of LibraryH3lp in the middle of a chat session). That can be a scary moment, but never fear; there is a way to reconnect with our visitors when that happens.

Step 1: Go to the Chat History tab. The button is located on the left side toolbar.

Step 2: Look for the chat that you lost access to.

• Take a look at the queue for the college name or the time stamp

• Verify that you’re searching the right day (click “today”)

Step 3: Once you have located the chat, click on it to view the transcript. Review the chat transcript to ensure it is the right visitor.

Step 4: Check to see if another operator has picked up this chat. If so, go back to the chat screen and coordinate a transfer in backchat if necessary. If no one has picked up the chat, move on to step 5 to reclaim your chat.

Step 5: At the top of the transcript there is a row of buttons (see below). Click on the transfer button and transfer the chat to yourself (remember to select “transfer to user”).

Remember to be honest and kind and explain to your visitor what has happened

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Note that if your visitor has left the chat from their end, you will not be able to reconnect.

• When that happens, the transfer button will be greyed out and can’t be used

• If the visitor decides to return to the chat, their question will appear on the chat screen as a new chat and may have the chat history attached

• If the visitor was connecting by text and you are unable to reconnect, you can reach out to Lauren to have the text reactivated.

What if your shiftmate is having technical issues?

If your shiftmate has experienced a technical issue and lost a chat, that chat may show up on your chat screen with the history attached. If that happens

• Coordinate in backchat and give your shiftmate the first opportunity to pick up the chat

• If your shiftmate isn’t responding or is not able to pick up the chat, claim the chat

• Be honest and kind. Explain to the visitor that the staff member who had been helping them is dealing with technical issues but that you can help them with their question

• If your shiftmate logs back in and is able to take the question, coordinate in backchat