Click the "Add/View Service Providers" shortcut in the top left
Find the service provider in the list and click "edit" to edit their account
Under "Mailing Lists," select the "Unsubscribe" button to unsubscribe them from the appropriate lists
Under "Roles" deselect any role(s) you're removing
Click "Save" to save your changes
When the service provider returns to AskAway, simply resubscribe them to the mailing lists and update their role(s).
Delete an account
Please keep your list of service providers up to date.
To delete a service provider account, follow these steps (Note: Do NOT delete local coordinator accounts or accounts that may have belonged to a local coordinator. Instead, contact the Admin Centre and we will remove this account):
In the left-hand navigation, click Chat Snippets (the < > icon)
You should only see your library's chat snippets listed
Click on the snippet you would like to view (embedded chat box, button, or tab)
Copy the code in the grey box and paste it wherever you need to embed the widget
Note: The snippet embed code is identical for all libraries except for the unique snippet ID number. In the example below, the unique snippet ID number for this library's embedded chat box is 806 (in bold).
<!-- Place this div in your web page where you want your chat widget to appear. -->
<div class="needs-js">Chat loading...</div>
<!-- Place this script as near to the end of your BODY as possible. -->
x.src = (document.location.protocol === "https:" ? "https://" : "http://") + "ca.libraryh3lp.com/js/libraryh3lp.js?806";
var y = document.getElementsByTagName("script"); y.parentNode.insertBefore(x, y);
The offline message is the message that displays on chat boxes when the service is closed for the day or between terms.
Currently, the AskAway Admin Centre hosts a single offline message that displays for most libraries. The Admin Centre will change this message at the beginning and end of each term to reflect that the service is open or closed.
Customize your library's offline message
If your library would like the ability to customize and control the offline message, you will need to be able to host an HTML file on a secure (HTTPS) page. The URL for the offline message will then need to be updated in your library's chat snippet.
If you'd like to look into hosting your library's offline message, please contact the Admin Centre and we can work together to set this up.
This FAQ covers how you can make changes to the appearance of your library's chat box when the service is online.
In the LibraryH3lp dashboard, this is done using what's called the chat skins tool.
Your library's chat service in LibraryH3lp has two major elements - a queue and a chat box skin. The queue is tied to your institution and determines how chats are routed. The chat box skin determines what the chat box looks like.
The chat skins tool is where you can change the appearance of the chat box that displays to students when the service is online.
Before making any changes to your library's chat skin, it's highly recommended that you first create a copy of your library's current skin so that you're not making changes to the chat box that is live and up on your websites. Creating a copy will also give you all of the customizations for the default AskAway widget, which is a highly customized version of the default LibraryH3lp chat box.
Navigate to the "Chat Skins"area in the left-hand menu (look for the paintbrush icon)
Select your library's widget from the "Widget:" drop-down (e.g. KPU AskAway watermark/feedback)
Note the 5-digit unique ID number (write it down)
Click "Copy Widget"
The widget is now copied and you should see a new unique ID beside the widget name
Change the name of the widget so that you can easily recognize it. For example, add Copy to the title or give it a descriptive name with your institutional acronym (e.g. KPU brand color)
Take note of the new widget ID number (write it down)
Click "Save Widget"
You now have a copy of your library's default chat skin and you can play around with it without affecting the appearance of the chat boxes that are live on your library's website.
There are several quick and easy changes that you can make to customize your library's chat box:
You may want to change this to something shorter and descriptive (e.g. Ask a Librarian, Research Help, Chat Now) as the longer title looks squished in some sidebars, especially in databases
Typing Notification Identity
You could change this to something more inclusive than Librarian (e.g. Library Staff)
Here you can change the color of the chat box. This color must be a hex color code. You may wish to change it to your institutional brand colors.
Wicked CSS Hack
Since AskAway chat boxes are highly customized, there are some things you'll have to change here instead of in the fields above.
Here are a few simple changes you could make to the wicked CSS hack code:
Search for the header "h1"
Beside color: you can enter a new color for the title (must be hex color code)
Sprites (these are the icons for volume, email for transcript, and to pop-out chat)
Search for "span.sprite"
In the png URL that follows, change to either light_sprite (this will be white) or dark_sprite (this will be black)
Search for "a#feedback"
Beside color: you can enter a new color for the feedback link (must be hex color code and change to either black #000000 or white #FFFFFF to match the sprites)
***Click "Save Widget" to save any changes***
You can preview most of the changes you make live in the chat skins tool. However, the preview chat box won't show all of the features (e.g. the feedback link is missing). To preview your changes and to see a fully rendered version of the chat box, follow these steps:
Click on the "Queues" area in the left-hand menu
Open the "AskAway Queues" folder
Click on your "institution's queue"
Open the "Queue URL" in a new tab
At the end of the URL, add the following: ?skin=##### (the #s will be the 5-digit skin ID of the chat skin you're working on)
When you reload the page, you'll see a rendered version of the chat box, with any changes you've made now visible
Most local coordinators will login using their library's admin account (e.g. cotr-admin) unless your personal account has been set-up with local coordinator privileges. If you'd like to set-up your personal account with local coordinator privileges, please contact the Admin Centre.
When you're staffing AskAway, login to the LibraryH3lp Webclient: https://ca.libraryh3lp.com/webclient/client. Please login with your personal account (rather than the admin account) as this will help your colleagues recognize who's on shift with them and will make it easier to search and identify individual service providers in saved transcripts.
Some libraries may have more than one local coordinator account set-up in LibraryH3lp or may share a single local coordinator account. If this is the case at your library, it's okay for more than one person to be signed into the dashboard at the same time as long as you're not trying to edit the same chat skin or chat snippet simultaneously as edits could be overwritten.
There are a few different places where you can gather session data, transcripts, and statistics for your library. This FAQ covers session data and transcripts. To learn how to gather usage statistics, see the FAQ Gather usage statistics for your library.
View session data (AskAway website)
Monthly session data is available to download from the AskAway website session data page. Session data provides information for individual sessions and currently includes:
Date and time started (also broken down by date only and time only)
To view data for your library only, filter the Patrons Institution column and select your institution only.
View session data and transcripts (LibraryH3lp dashboard)
You can also gather session data and transcripts for your library from the LibraryH3lp admin dashboard.
View session data and transcripts
Login to the dashboard with your LibraryH3lp admin account
Navigate to Chat History in the left-hand menu (top menu item)
Note: the Chat History and Activity area includes transcripts and session data for *all* AskAway institutions.
Please *do not* delete anything!
To view a transcript, click on the chat and a transcript will pop-up below
To conduct an Advanced Search of session data and transcripts, click the drop-down arrow to the right of the search bar
There are many options for limiting your search, but here are some ways to narrow your search that you may find helpful:
from date / to date: narrow your search within a date range
queue*: enter your library's queue acronym to limit to results from your library only (e.g. sfu)
referrer*: to see calls originating from a particular webpage, enter a referring URL
tag*: to see calls by descriptive tag (e.g. research, citation, eresources access, etc.)
Most fields can be searched with the following wildcards and boolean:
* for partial matches (e.g. bird* for birds, birding, birder etc.)
? to replace any single character (e.g. b?rd)
! to omit exact matches (e.g. use !chat to omit results that contain the word chat)
" " to search a phrase (e.g. "house finch")
Once you've set your search parameters, click the blue search button to retrieve results
Download session data and transcripts
To download session data and transcripts (after you've narrowed the list of results), click the blue "download all chats" button (cloud icon)
Decide if you would like to download metadata only or the transcripts too
Select which data you would like to include or exclude
The following fields are recommended: queue, date and/or time started, wait, duration, referrer, tags
Note: AskAway does not collect guest IP so this field will be blank
Select the format for the downloaded file
You can also decide if you would like to hide the name of the operator (i.e. service provider)
Click Download and this will download a file to your local computer
Once downloaded, you may wish to delete any questions with the "practice" and/or "test" tags
You may also wish to add meaningful headings in your downloaded spreadsheet, for example:
started, date and time combined > Date and Time Started
Navigate to the "Chat Snippets" area in the left-hand menu (look for the < > icon)
By default, each library has three snippets:
Embedded chat box
In this FAQ, we'll cover how to make changes to the embedded chat box only, as this is the most commonly used snippet. If you'd like to make any changes to your library's chat button or tab, please contact the Admin Centre and we'll be happy to help.
Click your library's embedded chat box to select it
Click the "EDIT" button
Using widget #XXXXX:
If you'd like to change the chat skin that this snippet is using, click the chat box preview under "Routing for incoming chats"
Here you can select which chat skin you'd like to display for this snippet