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To view chats coming in and in progress, click on the Chats tab on the left side of the page. Here, you can preview the chat question, view the patron’s information, and see the FAQs provided by the patron’s library.
You will only pick up a chat if you click on the “Claim” button.
You will only pick up a chat if you click on the “Claim” button.
To claim a chat:
Click on the "Claim" button
Introduce yourself. If you are answering a chat from another library, you may want to state something along the lines of: "Hello, my name is Amanda and I am a librarian at another university answering chats for your library today." If it is a Fresno State patron, you can state that you are a Fresno State librarian. For more information, see the section on canned answers/macros.
Go immediately to the FAQs for the patron's library and review policies and alerts for their library. You can also search the public FAQ pages for the patron's library (if available) to answer common questions.
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