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    Summon: Administration Console: Chat Widgets

    • Product: Summon

    How do I configure the Chat Widget settings within the Summon service?


    NOTE: This is part of a larger set of documentation about using the Administration Console to configure your Summon service.

    Libraries using the legacy Summon interface should jump here. If you are not sure if your library uses the legacy or the 2.0 interface, compare your Summon search box to the legacy and 2.0 search boxes displayed in the Summon 2.0 overview.

    Chat Widgets in Summon 2.0

    The Summon service allows subscribing libraries to embed chat widgets from either LibraryH3lp, Springshare's LibAnswers or OCLC's QuestionPoint. When library staff is available and the user requests a chat session, the user is presented with a widget in the Summon interface, in the lower right corner of the screen:
    Chat window

    The chat window can be moved around the Summon screen by clicking on the header and dragging.
    When staff is not available, you can choose to provide the Email window:
    Image
    Or you can choose to not offer an email option, and instead provide a chat screen indicating that chat is currently not available.
    The Chat section of the Settings page in the Summon Administration Console is where you set up a widget for LibraryH3lp, LibAnswers v1, LibAnswers v2 or QuestionPoint. See below for details.
    Chat

    Enable LibraryH3lp Widget

    To enable a LibraryH3lp chat widget, follow these steps:
    1. Slide the control for "Enable LibraryH3lp Chat Widget" to Custom and check the radio button for On.
    2. Slide the control for "Enable LibraryH3lp Queue" to Custom and enter your library's full queue name in the field provided. This is the name of a queue from the LibraryH3lp administration site (see LibraryH3lp documentation for more details.
      The queue name must be entered in full, like this: abc+libraryenquiries@chat.libraryh3lp.com

      NOTE: LibraryH3lp allows your library to set up multiple queues, but the Summon Administration Console will accept only one.
    3. If your library's Chat widget is customized and you would like the custom widget to display in Summon (as opposed to the default display shown above), enter your Widget Skin ID in the LibraryH3lp Skin field. Typically the ID from LibraryH3lp consists of five numbers.
    4. Click the Save Settings button at the bottom of the page.
      • Note that if you have entered a Widget Skin ID in Step 3 above - and Summon has previously been providing your end users with Summon's default Chat display - you will likely need to clear your browser's cache in order for the custom widget to display.
    Finish up with the below Placement and Appearance section of this document.

    Enable LibAnswers v1 Widget

    To enable a Springshare LibAnswers v1 chat widget, follow the below steps. Note that LibChat's Button-Style Widget and Slide-Out Side Button Widget are supported (the In-Page Widget is not supported). If you are using LibAnswer v2, see the next section of this document.
    1. Slide the control for "Enable SpringShare Chat Widget" to Custom and check the radio button for On.
    2. Slide the control for "SpringShare IID" to Custom and enter it in the field provided. The Springshare IID is the LibAnswers System ID and is unique to each installation of LibAnswers.
    3. Slide the control for "SpringShare Key" to Custom and enter it in the field provided. The SpringShare Key is the chat widget's security token and is unique to each installation of LibAnswers.
    4. Slide the control for "SpringShare Domain" to Custom and enter it in the field provided. The Springshare Domain is the full domain name for your library's LibAnswers installation.
    For SpringShare LibChat, you can get these values by logging into your SpringShare administration site and following the below steps. Note that
    1. Navigate to AdminStuff > LibChat.
    2. When on LibChat page, navigate to System Chat Widgets tab and scroll to the bottom.
    3. In the Chat Widget Code box, you'll find the IID, Key, and Domain.

    Finish up with the below Placement and Appearance section of this document.

    Enable LibAnswers v2 Widget

    Please note that Summon only supports the slide-out widget. We do not support the button or embedded widgets.
    To enable a Springshare LibAnswers v2 chat widget, follow the below steps. Note that Systems & Services Management widgets are supported for Button and Tab types only.
    1. Slide the control for "Enable SpringShare V2 Chat Widget" to Custom and check the radio button for On.
    2. Slide the control for "SpringShare V2 Element ID" to Custom and enter it in the field provided. See below steps for identifying your ID within Springshare's admin system.
    3. Slide the control for "SpringShare V2 Script Source URL" to Custom and enter it in the field provided. See below steps for identifying your URL within SpringShare's admin system.

    Locate your Element ID and Script Source URL by logging into your SpringShare administration site and following these steps:
    1. From your LibApps Dashboard page, use the LibApps drop-down menu to select LibAnswers and LibChat.
    2. From the LibChat drop-down menu, select Chat Widgets.
    3. In the Action column, click the View Widget Code icon next to the chat widget you want to integrate into Summon.
    4. If your widget code includes "div id=xxxxxxxxxx" (for example, <divScreenElement">libchat_123456789abc123456789abc123">), the ID (highlighted in RED) is your SpringShareV2 Element ID. In the example provided, you would enter libchat_123456789abc123456789abc123 into the Summon administration console setting.
      • If your widget code does not include an ID, leave the SpringShare V2 Element ID field blank.
    5. Your SpringShare V2 Script Source URL is found within the "script src=" portion of the widget code. For example, if you have this html code <script src="//v2.libanswers.com/load_chat.php?hash=123456789abc123456789abc123"></script>, the URL (highlighted in RED) is the SpringShare V2 Script Source URL you would enter into the Summon administration console setting.

    Finish up with the below Placement and Appearance section of this document.

    Enable QuestionPoint Qwidget

    To enable a Qwidget, follow these steps:
    1. Slide the control for Enable QuestionPointQwidget to Custom and select the ON radio button.
    2. If your library's Qwidget is customized and you would like the custom widget to display in Summon (as opposed to the default display shown above), enter your Qwidget Skin Source URL in the field provided. The URL is the path to your externally facing CSS folder (example: http://wilson.edu/css). If need be you can identify the URL in your Qwidget code, the URL is the customSkin URL (see example in Step 7 of QuestionPoint's Qwidget Custom Color Skin Instructions).
    • Note that if you copy the customSkin URL in your Qwidget code, the URL is encoded and you need to enter the decoded URL. To decode, use the URL Decoder/Encoder at http://meyerweb.com/eric/tools/dencoder/. Paste the customSkin URL into the URL Decoder/Encoder box, click Decode and copy the output into the Qwidget Skin Source URL field in the Summon Admin Console.
    1. Slide the control for QuestionPoint Qwidget Instid to Custom and enter your QuestionPoint Institution ID.
    Finish up with the below Placement and Appearance section of this document.

    Placement and Appearance

    The placement and appearance of your chat widget link can be customized using the next three settings.
    1. Use the Widget Location setting in the Chat section of the administration console to place the link to your chat widget at either the top of the Summon interface:
    Chat icon - top of screen

     

     


    Or on the right side:

     

     

     

     

    Chat icon - right side of screen

     

     

    For a chat widget icon located on the right side of the Summon interface, you can provide a custom Widget Online Image (to display when staff is available for questions) and Widget Offline Image (to display when staff is not available). When you slide the control to Custom, use the Select File button to identify the image to upload.
    • At a later date the chat widget icon display option at the top of the Summon interface will also support separate images for indicating that staff are/are not available. Currently the icon that displays at the top of the Summon page is a static one that does not change based on staff availability.
    Image

    Custom images can be in JPG, GIF, or PNG format. Image dimensions are scaled so that the width is no greater than 100 pixels and the height is no greater than 32 pixels. Note that the administration console will display the full image, the scaled image will display on your Summon site.
    Use the Widget Email Address setting if you want to provide the email window (shown towards the top of this document) when staff are not available for chat. If you choose to not provide a Widget Email Address:
    • Libraries using LibraryH3lp: the chat window opens with an "unavailable" display.
    • Libraries using LibAnswers: the chat window opens with a message to the user. The default message is "Please use the email tab to send us your question"; you can customize the message by using the Translations page in the administration console.
    Remember to click the Save Settings button at the bottom of the page. Administration Console Settings such as these chat widget settings take effect in five minutes after clicking the save button.
     

    Chat Widgets in the legacy Summon interface

    The Summon service allows subscribing libraries to embed chat widgets from either LibraryH3lp or Springshare's LibAnswers in the search and results interfaces.
    The Chat Widget Settings section of the Summon Administration Console includes the following controls for setting these widgets up:
    Chat Widget Settings Pane

    Enable LibraryH3lp Widget

    To enable a LibraryH3lp chat widget, follow these steps:
    1. Slide the control for "Enable LibraryH3lp Chat Widget" to Custom and check the radio button for On.
    2. Slide the control for "Enable LibraryH3lp Queue" to Custom and enter your library's full queue name in the field provided. This is the name of a queue from the LibraryH3lp administration site (see LibraryH3lp documentation for more details.
      The queue name must be entered in full, like this: abc+libraryenquiries@chat.libraryh3lp.com

      NOTE: LibraryH3lp allows your library to set up multiple queues, but the Summon Administration Console will accept only one.
    3. Click the Save Settings button at the bottom of the page.

    Enable LibAnswers Widget

    To enable a LibAnswers from Springshare chat widget, follow these steps:
    1. Slide the control for "Enable SpringShare Chat Widget" to Custom and check the radio button for On.
    2. Slide the control for "SpringShare IID" to Custom and enter it in the field provided. The Springshare IID is the LibAnswers System ID and is unique to each installation of LibAnswers.
    3. Slide the control for "SpringShare Key" to Custom and enter it in the field provided. The SpringShare Key is the chat widget's security token and is unique to each installation of LibAnswers.
    4. Slide the control for "SpringShare Domain" to Custom and enter it in the field provided. The Springshare Domain is the full domain name for your library's LibAnswers installation.
    For SpringShare LibChat, you can get these values by logging into your SpringShare administration site and following these steps:
    1. Navigate to AdminStuff > LibChat.
    2. When on LibChat page, navigate to System Chat Widgets tab and scroll to the bottom.
    3. In the Chat Widget Code box, you'll find the IID, Key, and Domain.

    Placement and Appearance

    The placement and appearance of either chat widget link can be customized using the next three settings.
    1. Use the Widget Location setting to place the link to your chat widget at either the top of the Summon interface or on the right side.
      Chat Image on Top
       
      Chat Link on Right
      Slide the control to Custom and choose either top or right from the drop down menu. If you choose to use a custom image rather than the default text link, the widget must be placed at the top of the Summon interface. If you choose to place the widget on the right side of the page the image will be ignored and a link will appear.
    2. If you would like to use an image link to indicate that your chat widget is online (in other words, a reference librarian is logged in and ready to take patron questions), you may upload one using the Widget Online Image control. Slide the control to Custom and use the dialog box to select an image file to upload. The image size must be 100 by 32 pixels.
      When the chat widget is online, the widget will open a live chat session with the librarian logged into the service.
    3. If you would like to use an image link to indicate that your chat widget is offline (in other words, a reference librarian is not logged in and ready to take patron questions), you may upload one using the Widget Online Image control. Slide the control to Custom and use the dialog box to select an image file to upload. The image size must be 100 by 32 pixels.
      When the chat widget is offline, the widget will open an email option for the patron to send their question in to the reference staff. Slide the control for Widget Email Address to Custom and use the dialog box to enter in an email address for your patrons to address their questions.

    • Date Created: 9-Feb-2014
    • Last Edited Date: 25-Aug-2016
    • Old Article Number: 8752
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