Ask Us 24/7 Tutorial

Lesson 6

Watch This: Ending a Flash Chat Session

View the 11 minute QuestionPoint tutorial Ending a Flash Chat Session. It includes information selecting resolution codes (covered further in this lesson) and reviewing your transcripts (covered in the next lesson).

Ending the Session

After you click on "End Session", you should now see your chat window change, with a copy of your transcript in the top right of your chat window, and a few options you can attach to your final transcript.

• Add a "librarian only note": This allows you to attach a message that only librarians can see with this transcript. This is useful for leaving messages for a patron's librarian when a question needs follow up at their library.
• Add a "message for the patron": This will allow you to leave a message that the patron will see when the transcript is sent to his e-mail. Keep in mind that the patron may not get this message if he did not enter an e-mail in the beginning or at the end of the chat.
• Select Resolution: This allows you to categorize how the question was resolved. These codes help organize the transcripts for each institution and help pick up questions that might require follow-up.  Read page 2 of the Chat Follow Up and Referral Guide for more information about resolution codes.
• Answered: Use this when there were no problems and the question was answered.
• Follow up by Me: Use this when YOU need to follow up on the question in the future.
• Follow up by Patron's Library: Use this when the question requires follow-up by the patron's library. This is often used when a question requires an institution-specific answer.
• Lost Call: Use this if the chat was interrupted or had technical problems that prevented you from completely answering the question.
• Practice: Just for practice chats.
• Select Description: This allows for descriptive categories to be added to transcripts, but since different institutions may have a different policy for these descriptions, it is best to leave this alone unless you have answered a question from your own institution.

When you finish setting your options, go ahead and click "Close" to end the chat session.

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