LibraryH3lp mobile widgets are Boopsie compatible

<p><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg7B2xgjHr0wzM8ru4LwMD15HZgaQr5HwEjt7AbSLMnlb5o_hX7Hr06Ur0tcJr4UImej67hvqqgApPszbaTAcH7zmcnhoGhw-ldHX2HWW0Okk4d3Lh3rGeD4lqIQE87tvNqhMwNFLaAwMhP/s1600/boopsie_star_logo.png" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="101" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg7B2xgjHr0wzM8ru4LwMD15HZgaQr5HwEjt7AbSLMnlb5o_hX7Hr06Ur0tcJr4UImej67hvqqgApPszbaTAcH7zmcnhoGhw-ldHX2HWW0Okk4d3Lh3rGeD4lqIQE87tvNqhMwNFLaAwMhP/s200/boopsie_star_logo.png" width="200" /></a></div>In a recent post, we talked a bit about how widgets have URLs. Just a quick follow-up for those of you thinking of or already using <a href="http://www.boopsie.com/" target="_blank">Boopsie</a>. Our <a href="http://docs.libraryh3lp.com/mobile-widget" target="_blank">mobile widgets</a> are Boopsie compatible!<br /><br />Do you use other products you'd like to see integrated with LibraryH3lp? Send us an <a href="https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=support@libraryh3lp.com" target="_blank">e-mail</a> or leave a comment below and we'll see what we can do!</p>

In a recent post, we talked a bit about how widgets have URLs. Just a quick follow-up for those of you thinking of or already using Boopsie. Our mobile widgets are Boopsie compatible!Do you use other products you'd like to see integrated with Library…

New! In-place FAQ Editing

<p>Starting today, you can <a href="https://docs.libraryh3lp.com/faq-questions" target="_blank">edit your templates and FAQs directly in your FAQ site</a>. In-place editing provides good visual feedback and streamlines workflow. You can see changes instantly and make use of the powerful search feature to edit existing questions.  This update is in place on all LibraryH3lp servers and My Customer Cloud.<br /><br /><table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: left; margin-right: 1em; text-align: left;"><tbody><tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhKlXGir6ad4mL2OjmY7vkXdlE_nqqLRpGHY9KnxTMgNJMjywCDSA6Ik7uscInynOVEplhFU-zDPXznUjHCJtHoocDcKGqAU-q-SCF0fb2wys6Uj0hIyF1hL_-Ovq135vZcF-r0FAgGH7f1/s1600/Screen+shot+2013-01-21+at+9.21.42+AM.png" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhKlXGir6ad4mL2OjmY7vkXdlE_nqqLRpGHY9KnxTMgNJMjywCDSA6Ik7uscInynOVEplhFU-zDPXznUjHCJtHoocDcKGqAU-q-SCF0fb2wys6Uj0hIyF1hL_-Ovq135vZcF-r0FAgGH7f1/s1600/Screen+shot+2013-01-21+at+9.21.42+AM.png" /></a></td></tr><tr><td class="tr-caption" style="text-align: center;">login icon</td></tr></tbody></table>To get started editing your <a href="http://docs.libraryh3lp.com/faq-intro" target="_blank">FAQ</a>, you'll need to login. Your FAQ site will pick up any existing login from the admin site or the webchat client. There is also a very small, subtle icon at the top right corner of your FAQ page that you can use to login. We went with subtle since you probably won't want your patrons to notice it.<br /><br /><table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: right; margin-left: 1em; text-align: right;"><tbody><tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi3IYR2VQvjMGAuKOZQBRNkaVIpEbwz5-ZS-akJj7DkaxoT7gdCpnLKb919ktxuhjjpzMdvKw7AcJjxcpARzEnkLHxG1kb9lQQeiSAkMO33OwGn-wTdgPdn0N_g-pCf8g-QmB6ey6LK-rUY/s1600/Screen+shot+2013-01-21+at+9.27.24+AM.png" imageanchor="1" style="clear: right; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi3IYR2VQvjMGAuKOZQBRNkaVIpEbwz5-ZS-akJj7DkaxoT7gdCpnLKb919ktxuhjjpzMdvKw7AcJjxcpARzEnkLHxG1kb9lQQeiSAkMO33OwGn-wTdgPdn0N_g-pCf8g-QmB6ey6LK-rUY/s1600/Screen+shot+2013-01-21+at+9.27.24+AM.png" /></a></td></tr><tr><td class="tr-caption" style="text-align: center;">edit & logout icons</td></tr></tbody></table>Once you're logged in, you'll see a small pencil icon in the top right corner, along with a logout icon. The pencil icon lets you turn on editing mode. From there, you hover over portions of your FAQ site to see the edit controls for editing templates and content.<br /><br />There is more to come.  Soon, you'll have tools that will let you create additional FAQ sites within a single account.  You'll be able to have a mix of public-facing and authentication-required FAQs. And, you'll be able to fully manage user permissions.<br /><br />If you have any troubles editing your FAQ, want to create a new (or additional) FAQ, or want to change FAQ-wide settings (CNAME, theme, queue, e-mail, authentication required), please e-mail support.<br /><br /></p>

Starting today, you can edit your templates and FAQs directly in your FAQ site. In-place editing provides good visual feedback and streamlines workflow. You can see changes instantly and make use of the powerful search feature to edit existing questi…

Did you know that your LibraryH3lp widget has its own URL?

<p>The most common ways of <a href="http://docs.libraryh3lp.com/putting-widget-on-page" target="_blank">embedding LibraryH3lp chat widgets on a web page</a> is via code snippets or iframes. But if you strip back all the HTML and JavaScript, a widget boils down to a simple URL.<br /><br /><a href="http://docs.libraryh3lp.com/customizing-widgets-by-hand" target="_blank">Widget URLs</a> take patrons to your Ask a Librarian service with a single click and may be more effective in boosting engagement than only advertising links to your Ask a Librarian page.<br /><br />Widget URLs follow this format on the main US server:<br /><ul><li>widget attached to a queue:<br />https://libraryh3lp.com/chat/<i>QUEUE-NAME</i>@chat.libraryh3lp.com</li><li>widget attached to a user*:<br />https://libraryh3lp.com/chat/<i>USERNAME</i>@libraryh3lp.com</li></ul><div><br />We auto-detect mobile devices and send them a <a href="http://docs.libraryh3lp.com/mobile-widget" target="_blank">mobile-friendly widget</a>, so you can tweet regular widget URLs to your patrons who are more likely to be on a smart device.  But, here are what our mobile widget URLs look like, in case you'd like to see them on a regular computer:</div><div><ul><li>mobile widget attached to a queue:<br />https://libraryh3lp.com/mobile/<i>QUEUE-NAME</i>@chat.libraryh3lp.com</li><li>mobile widget attached to a user*:<br />https://libraryh3lp.com/mobile/<i>USERNAME</i>@libraryh3lp.com</li></ul></div><div><br /></div><div>Widget URLs for regionals are very similar. Prepend the regional abbreviation (ca, eu, sg) to libraryh3lp.com in two places. An example for the Canadian regional server:<br /><br />https://ca.libraryh3lp.com/chat/<i>QUEUE-NAME</i>@chat.ca.libraryh3lp.com.</div><div><br /></div><div>And if you want to pimp out your widget, <a href="http://docs.libraryh3lp.com/customizing-widgets-by-hand" target="_blank">add some arguments</a> to your URL.<br /><br />*<span style="font-size: 85%;">Note: chats for specific users are treated as private conversations and are not logged, so they will not show up in Activity or Reports. They also can't be transferred. To provide logging and transfer capabilities for an individual, create a queue and assign only that one user to it.</span></div><div><br /></div></p>

The most common ways of embedding LibraryH3lp chat widgets on a web page is via code snippets or iframes. But if you strip back all the HTML and JavaScript, a widget boils down to a simple URL.Widget URLs take patrons to your Ask a Librarian service …

New Tag for Followup email behavior

<p>We've simplified the 'Tag for Followup' feature in the webchat client, making it more fine-grained and easier to set up¹.  This change is currently only live on the main US server; it is not yet on the regional servers in Canada, Europe, and Singapore.<br /><br />[Update Jan 23, 2012: This update is also now on the regional servers in Canada, Europe, and Singapore.]<br /><br />Quick feature review:  Tag for Followup facilitates later followup on questions that can't be answered during the chat session by e-mailing the chat transcript (along with optional note).<br /><br />The simplification lies in which email addresses are used.<br /><ul><li>The email address set for the queue (Queues tab in admin site) will receive Tagged messages, with one caveat. If the patron's chat widget specified a <a href="http://docs.libraryh3lp.com/profile-pages" target="_blank">profile</a> argument, then the email address for the profile's queue will be used <b>instead of </b>the queue's email.</li><li>The operator that clicks Tag for Followup will always receive a copy of a Tagged message, if that operator has an email address defined in the Users tab.  </li></ul><div><br /></div><div>To ease the transition to the new, easier method, we auto-populated queue emails system-wide.</div><ol><li>If the queue already had an email set, we left it alone.</li><li>If no queue email was available, we used the email set in the Users tab for the user that owned the queue.  </li><li>If no queue or queue owner email was available, we used the email set in the Users tab for the top-level admin user.  </li><li>If no queue, queue owner, or top-level admin email was available, we used the contact email from time of account registration.</li></ol><div><br />You can use the Queues tab in the admin site to view and change these pre-populated email addresses.  And, if we have auto-populated your queues with email addresses and you would prefer to start with a blank slate, please <a href="mailto:support@libraryh3lp.com" target="_blank">email our support account</a>; we can reset them to empty to save you some clicking. <br /><br />If you have a lot of queues and you're a bit of a power user, you might find it handy to use our <a href="https://dev.mycustomercloud.com/queues.html" target="_blank">API</a> to retrieve a list of your queues and associated settings.  You can retreive a list using your web browser.  First, login to the admin website with your top-level admin user.  Then, visit the following URL:  https://libraryh3lp.com/2011-12-03/queues<br /><br />Still to come: the ability to see which chats were Tagged for Followup in the Activity area.<br /><br />¹Previously, Tag for Followup emailed the top-level admin user (typically this is the email account used to initially register the account) and any admin-equivalents.  It also emailed any email address provided in the user properties in the admin site for the queue owner AND the operator involved in the chat. </div></p>

We've simplified the 'Tag for Followup' feature in the webchat client, making it more fine-grained and easier to set up1.  This change is currently only live on the main US server; it is not yet on the regional servers in Canada, Europe, and Singapor…