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What should I do if a question that I do not have the expertise to answer is routed to me?

7 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jun 08, 2026    Chat Router

 

If a chat is routed to you that you feel you do not have the experience or expertise to respond to, please treat it the same way you would a similar chat when the router is not in effect: pick-up the chat and do your best to help the patron.

Here are some suggestions:

  • Help the patron to the best of your ability while communicating clearly with them to manage expectations.
    • For example, "I'll do my best to help you get started but may need to refer you to a subject-specific librarian for more support with this topic."
  • Check the Current Chats tool to see if other service providers might have the capacity to take it on.
    • If so, ask in the conference room if someone has the expertise and is available to take it. Only transfer the patron if another service provider has agreed to accept it.
  • Consider making a referral.
    • When possible, refer patrons to their local library and institution.
    • Ask questions to learn more about what would be helpful for the patron (e.g., their timeline, course, etc.)
    • Provide as much information as possible to make it a successful referral and help them feel comfortable reaching out.