[Answerland] QuestionPoint Tip of the Week: Patron email addresses

[Tamara Ottum]

Some additional info...

Q: If a patron enters an email address during chat, will they get a copy of the transcript or do I have to send it to them?
A: They will get a copy of the transcript emailed to them automatically.

-        NOTE: this only works if the patron clicks the Exit button. (You will see "Patron ended chat session" appear when the patron clicks this button.) If the patron did not supply an email address, QuestionPoint prompts them for one when the Exit button is clicked so it can send the transcript. QuestionPoint does not send the transcript if the patron closes the chat window or goes to another web page without clicking the Exit button. (You will know this happened when you receive the message "Patron is no longer connected.")


Q: Is there a way to send a patron a copy of the chat transcript (in case they didn't get it, or if they ask for it)?
A: Yes. If you send an answer or clarification request to a patron, the chat transcript will be included.

From: Tamara Ottum
Sent: Wednesday, November 09, 2016 1:28 PM
To: 'answerland at listsmart.osl.state.or.us' <answerland at listsmart.osl.state.or.us>
Subject: QuestionPoint Tip of the Week: Patron email addresses

Hello Answerlanders,

Confused about how QuestionPoint handles patron email addresses? Here are answers to some frequently asked questions.

Q: How do I tell if a patron has entered an email address in chat?
A: Take a look at the "Patron" field in the Info box in the bottom left corner of the chat window. If the patron didn't enter an email address, it will say "No e-mail provided." {See "NoEmail" image attached}

Q: If a patron enters an email address during chat, will they get a copy of the transcript or do I have to send it to them?
A: They will get a copy of the transcript emailed to them automatically.

Q: I changed a patron's email address and QuestionPoint duplicated the question. Why?
A: When you use the Change Patron E-mail option, the system creates a copy of the question with a new patron email address and Question ID. You are given three options for dealing with the original question: Leave Unchanged, Delete, or Close Question. (See "ChangeEmail" image attached) To avoid confusion, I recommend selecting either Delete or Close Question.


Tamara Ottum
Answerland Coordinator
State Library of Oregon
503-378-6506
tamara.ottum at state.or.us<mailto:tamara.ottum at state.or.us>
answerland.org<https://answerland.org/>

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