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What is a Swamped call and how do I send one out?

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A Swamped call is a tool you can use to request help from AskAway service providers if you and your colleagues become overwhelmed with chats on a shift.

The Swamped button is located on the AskAway staff homepage (bottom of the page) and looks like this:

When do I send one out?

It's up to you and your colleagues to decide if you're going to send out a call. If you're already using some of the strategies for busy times but starting to feel overwhelmed with the number of calls you're picking up, you can send out a swamped call to request additional help.

Communicate with your colleagues in Campfire. If everyone has reached their capacity for the number of calls they're comfortable with and new calls are still coming in, that's typically a good time to send one out. Decide who will send the call.

How do I send one out?

  1. Log in to the AskAway Staff site and click on the SWAMPED button (you may need to scroll down a bit to see it).
  2. Double check that the email associated with your AskAway staff site account has populated in the email field. 
  3. Click the 'Send!' button at the bottom of the page. 
  4. A call for help will be sent to the service providers listserv
    • The message will say: “Hello, AskAway is receiving a high volume of users. If possible, could you please log on to AskAway to assist us? Thanks!"
  5. Once enough support has arrived, be sure to send out the 'Cancel Swamped' message.
    • To send out the 'Cancel Swamped' message, return to the AskAway Staff site and click on the 'Cancel Swamped' button, enter your email, and click send. 
    • It is good practice to send out a 'Cancel Swamped' message when enough support has arrived, as it signals to your colleagues that no one else needs to jump on to help. 
    • The 'Cancel Swamped' message reads: “Hello, AskAway is handling the current volume of users. We appreciate the assistance of the AskAway Providers who logged on to help us. Thanks!"

What should I do if I see a call go out?

If you see a swamped call go out, and you're able to help out, please do so and login to LibraryH3lp and Campfire. If you're unsure whether or not you can respond to swamped calls, please speak with your supervisor.