LibraryH3lp Features | Real-time chat, FAQ knowledge base, e-mail, texting

Customizable look and feel.
Accessible via assistive technology.
Embed within a page or open a chat window on click.
Proactive chat invitations increase chat visibility.
Collect guest info ahead of chat with entry forms.
Auto-respond to guests with customizable greeting.
Integrated file sharing and e-mail transcript functions.
Seamless mobile support that works within any mobile app. We're Boopsie-compatible.
Works within any CMS, including LibGuides.
Works with any LMS, including Blackboard & Moodle.
Integrates with Facebook, EBSCO, Summon, ProQuest.

Flexible staffing options, no downloads required.
Chats can be routed to all available staff, to targeted sub-groups, or directly to a specific staffer.
Visual cues show staff where a guest starts a chat and provide context so you can help guests more quickly.
Transfer chats between colleagues.
Integrated screensharing, snapshot, screencasting, file sharing, and e-mail transcript functionality.
Create reusable canned (pre-scripted) responses.
Can't fully answer now? Tag any chat for later follow up.
Busy? Finish current chats before receiving new ones.
Tag chats with descriptive categories for later analysis.
Block abusive guests.
Coordinate with colleagues with one-on-one chat or as a group in a conference room.

No personally identifable information required to chat.
No cookies.
We do not track.
Chat transcript storage is optional and disabled by default. If stored, transcripts can be deleted at any time.
IP addresses storage is flexible. Don't store IP addresses at all, store subnet only, or store full IP.
Optional end-to-end chat encryption (E2EE).

Monitor on-going chats in real time. Intervene if needed by transferring chats to another staffer, branch, or department.
Learn from your past to improve your future service by reviewing past chats for categories and quality. Download metadata in CSV format for further analysis in any spreadsheet program.
Visualize your overall effectiveness and traffic trends with interactive graphs. Graph data available in CSV format.
Drill down into the details: chats by hour and day of week, chats per month, chats per queue, wait times by operator.

Staffed by ALA-accredited librarians, not students.
Chatstaff librarians are employees – recruited, trained, and supported for provision of quality, speedy service.
Chatstaff is not a co-op. You never need to contribute coverage for other libraries in order to receive coverage.
Already have your own co-op? BYO co-ops work seamlessly. Home Team First routing keeps it local when your co-op is online, and Chatstaff has your back when it is not.
Years of experience serving academic & public libraries.
Create your own schedule or go all in with 24/7/365.
Knows how to work with your resources and places focus on licensed resources.
Chatstaff is priced separately from LibraryH3lp.

Guests text your dedicated 10-digit number for help.
Incoming texts are instantly delivered to available staff. Use the same interface for answering texts & web chats.
Transfer texting guests to colleagues, just like web chats.
Integrated file sharing and e-mail transcript functions.
When chat is offline, guests receive your customized auto-reply. Guest messages are held until you are next online or forwarded to email.
Forward incoming voice calls placed to your texting number to your regular phone or helpdesk.
No phone or other hardware needed.

Annotate screenshots or images to communicate an idea visually. Drawing tools include rectangles, arrows, lines, text, shadowbox, highlight, zoom, and crop.
During a chat, you can send snapshots to the guest on the fly. Guests can also share screenshots and images with you during a chat.
Integrates with email. Use the snapshot editor to annotate screenshots you insert into email drafts.
Use outside of chat or email in your daily workflows, like creating images for documentation, guides, tutorials, etc.
Works in any browser with no special downloads, plugins, or extensions.

View the guest's screen in real-time when chatting.
Integrates with snapshots. Grab a snapshot of the guest's screen, annotate it, and send it to the guest on the fly.
Unlimited use of LibraryH3lp-native screensharing is included and you may freely grant 3rd parties (like consortia partners or backup staffing) access.
No awkward reliance on external screensharing software (like Zoom). However you could easily opt to use such tools if preferred.
Works in the browser with no special downloads, plugins, or extensions.

Screencasts are silent recordings of your screen you can share with guests on the fly during a chat.
Transform your screencast into a slideshow by selecting and annotating frames to emphasize the steps you're illustrating. Drawing tools include rectangles, arrows, lines, text, shadowbox, highlight, zoom, and crop.
Use outside of chat in your daily workflows, like creating videos for documentation, guides, tutorials, etc.
Works in the browser with no special downloads, plugins, or extensions.

Choose from 18 preset themes to get started.
Customize to match your website. DIY or take advantage of our free, personalized design service.
Make your FAQ public or keep it private for internal use.
Use in-place editing to easily update content while you are searching and using the FAQ.
Free friendly URLs. Use your own domain.
Don't start over. Import any existing knowledge base.

One-click tagging for email follow up later after a chat.
Receive information gathered from web forms.
Shared mailboxes organized by department or group.
Unlimited email archive with powerful search features.
Categorize email with tags.
Use the snapshot editor to annotate screenshots you insert into email drafts.
Forward email from external accounts to consolidate.
Forward text messages sent when chat is offline to email. Replies from email go back as text messages to guests.
Flexible notifications of new, incoming emails.
Customizable vacation auto-replies and signatures.
Prefer to use your existing in-house email instead of ours? LibraryH3lp's email integration points work just fine with that too.