LibAnswers 2.9 Update Now Live!

Exciting news, we have a slate of LibAnswers updates to share! This release is all about LibChat – we’ve introduced several “holy cow, that is awesome!” features, including chats that can follow the patron from page to page, searchable transcripts, and accessibility updates. Let’s get to the good stuff!

Follow Me Chat Widgets

It’s a common frustration – a patron is chatting with you and happens to navigate to another page in your site, causing a sudden disconnect and lost conversation. We have big BIG news – we’ve added follow-me capabilities to all LibChat widgets, so if a patron navigates to a new page, as long as the new page also contains a LibChat widget, your patrons will be able to continue the conversation seamlessly, without starting a brand new chat session.

This feature makes it much simpler to assist users as they navigate across pages. Previously the popout widget was the best answer to this conundrum (and it’s still a great resource), and we’re thrilled to be able to extend this functionality to sliding widgets and in-page embedded widgets as well!

Searchable/Filterable LibChat Transcripts

Search Transcript Filter ScreenshotThat’s right – you can search the full text of LibChat transcripts for specific keywords! This is a great way to get a read on the number of questions that are coming in on a particular topic. Plus, not only are transcripts themselves searchable, but we’ve also added a keyword search filter to LibChat statistics and reports. Use this to create a report on the number of times a particular keyword has been mentioned on a daily/hourly basis, or by staff member, etc.

LibChat Accessibility Improvements

We’ve made major strides toward fully accessible LibChat widgets, and we’re thrilled to say that LibChat is accessible right from the get go. From better focus management when the window pane, changes, to ensuring that all images have appropriate alt text links, to rewriting the slideout widget so it’s easier for screenreader software to navigate, we’ve made sure to cover accessibility in chat widgets from top to bottom. We’ve also made major improvements to the load time efficiency for all LibChat widgets. All of our chat widget scripts are now roughly 1/4 of their former size under the hood, meaning that any webpage that contains a LibChat widget will load that much faster!

Please note – it’s a good idea to take a peek at your widget today to make sure everything looks as you remember, especially folks using sliding widgets. One of our accessibility improvements updated the way that sliding widgets display – use the same image in any of the 3 page positions (left, right, or bottom). It’s possible that for folks already using an image in a sliding widget, the widget image may be rotated incorrectly. If this happens to you, head to LibChat > Chat Widgets > Edit Widget and find your widget. In most cases if your image is just text on a colored background, you can remove the image and use the existing text and color settings for the tab (that will be more accessible!). If your image is more than just text, you will need to edit the image itself. Rotate the image so the text reads normally (left to right for most of you). Our widget code will automatically rotate the image as necessary for the difference widget positions.

Chat Operator Console Updates

  • Screenshot of FAQ Search BoxFAQ Search in the LibChat Operator Window – Picture this – you’re in the midst of helping a patron answer a tricky question, and need to search your LibAnswers FAQ for an answer. We’ve got a fun new addition to the Chat Operator Window to help – now, you’ll notice a FAQ search build right in, so no more navigating to other pages to search your FAQs!
  • Improved Resizing for Chat Widgets – When you start a chat with a patron, sometimes it’s helpful to expand the size of the chat window to view more of the conversation. We’ve made improvements to the drag-to-resize functionality with this update, so you’ll find it much easier to drag the window to the size that works best for you!
  • Offline Button Colors – We’ve made it easier to customize the color of button widget when they’re offline, to give your patrons more of a visual cue when your service is online vs offline. Head to LibChat > Chat Widgets and select any button widget to customize the offline button color.

Concierge / “Can We Help You?” Popup Widgets

  • Auto-popout Button Widget – Do you love the concierge / “Can we help you” auto-slideout widgets? Us too – they’re a great way to call attention to your live chat service and prompt users to ask for help when they need it! We’ve extended this functionality beyond slide-out widgets – now you can add a concierge message using button widgets too! Just head to the widget builder and select the button widget type, scroll to the Autoload Delay setting and select how many seconds the widget should wait before popping up.
  • Dismiss “Can We Help You?” Popouts – Previously, if you had multiple “Can we help you?” concierge widgets on separate pages in your site, the prompt was displayed every time a patron loaded a new page, making it a bit hard to dismiss. There can be a fine line between offering help and pestering the user, so we’ve updated this behavior – now if a patron dismisses the message, it won’t continue to pop up on subsequent pages.

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