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There are several tools available in LibraryH3lp to help you work more efficiently with multiple patrons.
See how many active chats your colleagues are handling
Customize your chats layout
You can decide how you would like to layout your chats:
This feature can be hard to explain in words, so the best idea is to test it yourself on your shifts and see which layout you like best!
View the patron's status
The icons beside the guest's ID help you understand what's happening on the patron's end:
Update the Guest Nickname
The Guest ID / nickname (e.g. "Guest JDBB") can be edited. If you'd like, you can edit this guest ID to give the guest a nickname to provide better context and help you keep track of different questions when you're handling multiple patrons. For example, you could change it to a short description of the topic or the type of question (e.g. APA citation). Any changes you make to the guest's nickname will not be reflected or stored in the session metadata.
To edit the nickname, hover over the guest ID in your Current Guests list and then click the pencil icon.
This short screencast (30 sec / no audio) shows you how to update the nickname.
You can minimize an open chat by clicking the arrow button > in the top right corner of your chat. This will minimize the chat to your current guests list. Minimized chats will have an arrow in the patron status icon. You'll see a notification if the patron sends another message.
Minimizing chats can be helpful to clear up your workspace if you have a chat that you're pretty sure is finished but you want to keep open for a few more minutes in case the patron returns.
You can highlight a chat by clicking the star button in the top right corner of your chat. Highlighting a chat will help draw your attention to it for any number of reasons.
Do you have any other tips for working with multiple patrons in LibraryH3lp? Let us know!