How do I use the AU online chat (LibraryH3lp)?

You must not discuss any personal information over online chat. You will need to refer these queries to email or phone.

Users are able to email themselves a transcript of a conversation directly from the widget.

Chats are recorded on some queues

How online chat works

The online chat system is based on queues. Queues are groups of staff. Chat widgets on different web pages point to different queues.

Anyone can access the online chat using the chat widgets which appear on University web pages. The widget only appears for users if at least one person assigned to its queue is signed in and ready to answer chats. If nobody is signed in, the widget doesn't appear. The online chat is available on or off campus on any device and doesn't require a user to log in or reveal their identity in any way

The first message someone sends will be seen by every member of staff currently signed in to the queue. The first person to answer then 'claims' the chat and nobody else can respond to it.

You can use the transfer chat button which is just above the box where you type your messages to transfer chats. You can transfer a chat to another person or another queue. You will only see options to transfer to people that are currently signed in

It's very difficult to accidentally lose a chat:

• If the customer accidentally closes the chat window or leaves the page, they will be reconnected with you when they send their next message
• If you accidentally close the chat window, their next message will come straight back to you in a new window
• If you sign out or leave the page, the next message will go back to your queue and anyone else currently signed in can pick up the conversation

How to log in and use online chat

• You should log in to https://eu.libraryh3lp.com/webclient and use the Sign in with Shibboleth button
  
  • Allow notifications if prompted
  • Google chrome is recommended
• You will receive chats for any queue you have been assigned
  • If you haven't been assigned to any queues then you won't receive any chats
• Leave the page open in the background while you work. You will be notified of any new messages
• New chats appear in new windows on the page
• Replies to existing chats are highlighted
• Closing the web page or signing out of the computer will sign you out of online chat