See Springshare's LibChat guide for help with using the LibChat system. The documentation isn't always up to date so be email Courtney for help.
Disable your wireless settings so that you are not on wired and wireless at the same time If you are having trouble logging into chat, or when you login you don’t see see yourself, make sure you are connected properly.
Wired is the preferred connection for chat. Make sure you are not on wired and wireless at the same time. If you are on wireless and having trouble and you have the capability to connect, try that.
If you are experiencing any trouble with chat (absent canned messages, chat window glitches, etc), please collect any information you have such as time, situation, or screenshots, and please email web-lib@mit.edu and cc Courtney.
Connecting
Log into LibAnswers and click the 'Quick Answers: social sciences & management' link located in the site dashboard list OR select "LibAnswers & LibChat" from the LibGuides dropdown menu in the orange menu bar.
Alternatively, you can also get there by selecting "LibAnswers & LibChat" from the LibGuides dropdown menu in the orange menu bar.
NOTE: If you want to bookmark a LibChat URL entry point, please use this URL: mit.libapps.com
Disconnecting
THIS IS IMPORTANT! When you're finished with your shift, click the 'Go Offline' button on the right side of the screen. You will get a pop up double checking you. Click Go offline to disconnect:
If you don't, a popup will open that looks like this:
Click "Stay on this page," and then click the 'Go Offline' button.
If you click "Leave this Page" and forget to click 'Go Offline,' the system will not log you out. Other staff will still see that you are logged in even though you do not have the window open. In order to go offline, you will need to return to mit.libapps.com and log out of LibAnswers. If you did this during your shift, and need to return to LibChat, you will then need to log back into LibAnswers and launch chat again.
New chat notification
You will receive one of two notifications when a new chat comes in from a patron. If you are looking at the chat screen, an audio alert and chat bar will appear in chat activity window that says "chat waiting." Click on the chat bar to take the chat. A chat dialogue box will open in the bottom of the screen.
Claiming a chat
When new chats come in, they will appear in the queue under the 'Status:Connected' bar in the middle of the page. Click on that link, and a chat box with the patron will open. The chat will be considered claimed once the chat box is open.
All of these features are available by clicking the icons or drop down menus in the chat box that is open when you are helping a patron.
Canned messages
We've created a list of canned messages that can be used at certain times during your conversation with the patron. If they don't work exactly within the context of your conversation, you should use them as the framework for your response. Please let us know if you think of other canned messages that we should add.
See when/why to use canned messages.
Ban user IP
The option is available to ban a user's IP address. This option should be used sparingly and with great discretion. This icon is the circle with diagonal line through it. See when/why to ban a user's IP address.
Attach a file
You can send a user a file if that is helpful, they don't have the ability to send you a file. Attach a file using the paperclip icon.
Transfer to another operator
If you need to transfer a chat shift, click the transfer icon and then select either 1) ask chat or the 2) the logged in operator you want to take the chat. Option 2 means only that operator can take that chat. Option 1 means anyone logged in or that will be logging shortly can take that chat. See when/why to transfer to another operator.
Close/end a chat
When you're finished with a conversation, closing the chat box will also close out the patron's chat box. They'll be able to email the transcript of the conversation to themselves.
Change the name you want displayed in Chat
If two staff members are online at the same time, they will be able to talk to one another.
To do this, click on the staff member's name in the 'Staff Online' box on the right of the screen. A new chat window will open up where you can have a conversation. Use this feature to relay information about a previous shift, or to ask quick questions while one of you is chatting with a patron.
To get a transcript out (to share with a colleague or put in the Quick Referal form, go to the LibAnswers dashboard and select transcripts under the LibChat drop down menu.
You can then open (by clicking the eye icon) the transcript and copy and paste into the Quick Referral Form or you can email yourself the chat transcript. 
After you click the eye icon, it looks like this: 