Last updated: September 2019

Sending a Transfer

The transfer function in LibraryH3lp allows one operator to transfer an ongoing chat to another operator. Transfers may be used in a variety of situations, but are especially useful when you are ending your shift and need to transfer your visitor to another operator so they can continue chatting.

The transfer process has four steps:

1. Check in backchat to see if your colleague can take a transfer

2. Inform the visitor you are going to transfer them. You can do this quickly using the “transfer” canned message

Open

3. Send the transfer: click on the transfer button ; from the dialogue box, select “users”; find your colleague’s username in the drop-down and select “OK”

4. Wait for the chat to be picked up. When it has been picked up by your colleague, the chat box will become greyed out and you will receive a green system message telling you the chat has been answered

If the transfer hasn’t been picked up by your colleague, send them a reminder in backchat and make sure they can see the chat on their screen.

If you need to reclaim a chat you have transferred (for example, maybe it has sat too long without being picked up), you can do so by typing a message to the visitor and hitting enter to send. This will cancel the transfer and the chat will once again be yours.

Receiving a Transfer

Picking up a transferred chat is just like picking up any other chat - to claim the chat, type a message and hit enter. To quickly and easily pick up a transferred chat, use the “reviewed your transcript” canned message:

Open

Avoid sending the “welcome” canned message; the goal is to pick up where the last operator left off, and sending the welcome message may make the visitor feel like they are starting over at the beginning. Take a moment to review the chat transcript before you start helping the visitor.

Recognizing a Transfer

If your colleague asks to send you a transfer, you should be on the lookout for a transferred chat. There are a few clues that will let you know a chat is a transfer and not a new chat in the system:

• There is a chat history attached - you should see messages sent from your colleague (look for their username) as well as messages from the visitor in the chat window

• There are green system messages alerting you to the transfer (one will read “answered by [colleague’s username]” and the other will read [“transfer from [colleague’s username]”). These messages will appear near the top of the chat, so if the transcript is long you may need to scroll up to see them