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How do I add tags to a session?

1203 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Mar 15, 2022    Tags


Tags allow the service to track what kinds of questions are being asked and paint an accurate picture of student chat reference needs. Tags are customized for AskAway and have been selected to capture evaluative information of use to the AskAway service as a whole. To see definitions for the different tags (e.g. research, ready reference) and when to apply them, see the AskAway website tags page.

You can add tags during and/or at the end of your chat session by following these steps:

  1. Click the "tag chat" button (flag icon above the area where you type to send messages to the patron)
  2. Select tag(s) from the drop-down list. You can also start typing to search and filter the list.
  3. Add at least one primary tag to your chat session:
    • Primary tags: Circulation, Citation, Directional, eResources Access, Inappropriate / Prank, Ready Reference, Research, Technical
    • Note: Don't use the Follow-up tag as this is for follow-up via email, a feature AskAway doesn't currently use
  4. If appropriate, add any additional tags (you can add up to a maximum of four tags, most service providers add between 1 and 3)
  5. If you selected a tag by accident, click the "x" button to remove the tag
  6. Once you're happy with your selection, click the OK button
  7. If you'd like to add additional tags later in the session, you can do so at any time

Note: If you claim a new incoming chat at the exact same time as another service provider but they end up with the chat, you may be asked to tag the chat before closing the window on your end. If this happens, leave it up to the responding service provider to add tags as they will have a better idea what type of help the patron received.