Full Question screen

Highlight the Change Patron Email and click on it

Changing the patron’s email will create a new open question. Clicking the Close Question button will make sure there is only one open question for this transcript.

Change patron email screen.

Type in new patron email, then click the Close Question radio button

Full question screen

Highlight Answer, the click Answer

Note: It is helpful to also provide the patron with directions on how to change their PIN in this email.

Answer question screen with message:Thank you for using our online service! The information you provided matches your account information. Here is your PIN: 1234.

If you would like to change your PIN to something else, it's easy! All you have to do is go to: http://lib.de.us ...and click on "My Account" on the left navigation area. Then select "User PIN Change" from the three blue options. You'll be prompted to log in and select a new PIN - just follow the prompts and you're good to go! Please let us know if we can be of further service, anytime.

Thank you again,Kt

Kt, LibrarianAsk a Librarian Delawarehttp://lib.de.us/askalibrarian

Show the Scripts drop down menu. Then click on Send Answer.

Full Question screen

I need an article, please!

Note: QuestionPoint’s software will scan your attachments for viruses.

Send Answer screen with one attachment

Highlight the attachments and URL shortener sections. Click send answer

Note: QuestionPoint’s software will scan your attachments for viruses.

Customer’s reply email with chat transcript.

Scroll to the bottom of the email to show the edit and delete buttons.

Do NOT click Delete! There is no confirmation – once you hit delete, the customer’s response is just gone.

Click Edit.

Editable customer’s reply email with chattranscript. Highlight the transcript and emailsignature.

Tip: Delete the extra text for ease of use!

Question Details showing the transcript and the reply attached. Highlight the transcript and the reply.

Editable customer’ reply email with chat transcript.

Highlight the chat transcript and email signature and delete the text.

Click Save.

The Question Detail showing the functionality buttons, transcript and customer reply