Recognizing and responding to offline texts
- Aura Hill
Analytics
How to recognize and respond to offline texts in LibraryH3lp
What happens when visitors text during offline hours?
Visitors will receive an auto reply that askON is currently closed and that we’ll reply once we open
Those offline texts will show up on the screen of the first person to log in (and ONLY on that person’s screen).
You’ll know it’s an offline text because the first message will state “offline message sent X minutes ago” (see right)
Who sees offline texts?
Only the first person to log in for the day
If that’s you, they’re yours to answer!
Remember: they won’t show up on your shift mate’s screen. If there are a lot of offline texts, you can transfer some to your shift mate
Don’t close texts without responding. If you do, they will need to be reactivated before you can respond.
If this does happen for one reason or another, please send a message to Lauren and we’ll have them reactivated and sent back to you (or whoever is in the service)
Important note: If you log in to LibraryH3lp during off hours using your own account, all offline texts will appear on your screen. If this does happen, do not reply to the texts when the service is off. Instead, please notify Lauren and we’ll reactivate these messages once the service opens.
Remember to use the training account if you need to check something in LibraryH3lp during off hours
How to respond to offline texts
Respond to all offline texts on your screen
Pick up your visitor with a brief and friendly greeting
Give them all of the information they need in order to solve their information request
Answer the question with concrete information to the best of your ability
Assume that your visitor will not reply promptly
Remember they may not be near their phone
If you reply with a follow-up question, they may not reply for several hours leading to potential confusion for the askON staff member who picks it up
Be honest and kind if you cannot answer the question fully with the info provided
Always invite them to return and send them today’s hours
Find the schedule under “Profiles” in LibraryH3lp
Review the Text Communication Guidelines for more tips on helping text visitors
Once you reply, you may close the message. When the visitor responds the chat will re-open on the screen of the person staffing askON at that time.
Example of a great response10:58AM +14165555555@twilio.ca.libraryh3lp.com offline message sent 2 hours and 23 minutes ago 10:58AM +14165555555@twilio.ca.libraryh3lp.com Does the library have the book Clinical drug therapy for Canadian practice, by Kathleen Brophy? 11:04AM askON_staff@ca.libraryh3lp.com/cqbWln762x Hi there! There are two copies at London Campus Library. The call number is: RM125.B76 2011, and it's in the 2nd/3rd floor stacks. 11:05AM askON_staff@ca.libraryh3lp.com/cqbWln762x askON is open until 10 p.m. today if you have any other questions What if the visitor’s question isn’t clear?10:56AM +14165555555@twilio.ca.libraryh3lp.com offline message sent 14 hours and 18 minutes ago 10:56AM +14165555555@twilio.ca.libraryh3lp.com Hello there 10:57AM askON_staff@ca.libraryh3lp.com/g9QHvE4qQH Thank you for contacting us! Online chat is open today and Sunday 11am-5pm - we will work with you to research and find what you need. |
Notify askON of any unanswered texts
Keep an eye out for unanswered texts in the Chat History tab. If offline texts aren’t answered by the first shift, the texts will show up in the activity tab.
How do I know it’s an offline text?
From a text queue (e.g., txt_centennial)
No operator and no duration
First message starts with “Offline text sent X hours ago” and there is no response
Verify other offline messages to see if visitor has already returned
If you see an unanswered text, send a message to Lauren and we will re-activate it so you (or another operator) can respond.