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Go to questions (including chat sessions) that need follow-up

Your library or group should provide guidance on which question list you will use to select questions for follow-up:

  • List of questions for you to follow up (My New Questions)
  • List of questions for your library to follow up (New Questions)
  • List of questions for libraries in your group to follow up (Shared Followup Questions)

List of questions for you to follow up (My New Questions)

To go to the list of questions for you to follow up (questions assigned to you):

  1. Click the New link under My Questions on the My QuestionPoint page. QuestionPoint displays the My New Questions list. It is located under the My Questions tab in the Ask a Librarian module. Questions in this list need follow-up. They have the New status icon (New status icon).
  2. Click a question in the list. QuestionPoint displays the Full Question page. See Respond to the patron for next steps.

List of questions for your library to follow up (New Questions)

To go to the list of questions for librarians at your library to follow up:

  1. Click the New link under Question Lists on the My QuestionPoint page. QuestionPoint displays the New Questions list. It is located under the Questions tab in the Ask a Librarian module. Questions in this list need follow-up. They have the New status icon (New status icon).
  2. Click a question in the list. QuestionPoint displays the Full Question page. See Respond to the patron for next steps.

List of questions for libraries in your group to follow up (Shared Follow up Questions)

Your library may belong to a group that uses full chat (chat with co-browse) and shares responsibility for follow-up. To go to the list of questions for librarians in your group to follow up:

  1. Click the Shared Followup link under Question Lists on the My QuestionPoint page. QuestionPoint displays the Shared Followup Questions list. It is located under the Questions tab in the Ask a Librarian module.
     Note: If there is no link, the group administrator has not turned on shared follow-up.
  2. Click a question in the list. QuestionPoint displays the Full Question page for claiming the transcript. The page has two parts:
    • The top part contains the question detail and a Claim button. The detail contains the patron information from the chat session.
    • The bottom part contains the question history and a Claim button. The history contains the transcript of the chat session, librarian notes, and system notes about librarian or patron actions
  3. Click the Claim button. QuestionPoint removes the question from the Shared Followup Questions list so no one else can claim it. QuestionPoint displays the Full Question page for sending a message to the patron. See Respond to the patron for next steps.
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