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How do proactive chat queues work?

46 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jun 01, 2022    Proactive Chat


Currently, each library that chooses to implement proactive chat is set-up with a proactive chat queue in LibraryH3lp (e.g. ubc-proactive).

All AskAway service providers will see and respond to chats coming in via the proactive chat queues. They are similar to the institutional queues: local service providers at participating libraries will see proactive chats from their institution first, and if they aren't claimed within 40 seconds, they will rollover to the main askaway queue for anyone to claim. If no one from the home institution is staffing, incoming chats are sent to the general askaway queues for anyone to claim.