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Customer Emails and Referring For Follow-Up

When initiating an AskUsNow! chat, customers are not required to enter an email address. This means that if we're going to need to follow-up with a customer, we need to ask for their email address.

The customer's information, including an email address, is available for you while chatting in the Info Tab:

A customer without an email address would show as "Patron: Rebecca (No e-mail provided)" or "Patron: Anonymous (No e-mail provided)."

Why is it important to have an email address?

An email address allows for additional follow-up after the chat has ended. Always let the customer know why you're asking for an email address: 

  • "So that we can get back with you with the information you need, would you mind giving me your email address?"
  • "I'd like to send some articles to you. Would you mind sharing your email address?"

A customer has multiple options to add an email address during the course of chat. There are ways they may add it to obtain a copy of the transcript while also remaining anonymous. 


enlightenedIf a customer provides their email address in the body of the chat, include a Librarian's Note with the customer's email address. 

What happens if there's no email address?

For the most part, follow-up cannot be done without an email address. If you send the question for follow-up by the patron's library without an email address, please include a Librarian's Note with further explanation.  

If you want to alert a library to a particular chat, add a Librarian's Note to provide additional context.  

Other options for alerting a library to a chat session include:

  • Contacting the customer's library and ask for the manager or librarian in charge.
  • Contacting the customer's AskUsNow! Liaison

What if I receive a session for follow-up but there is no email address?

If a session arrives through Shared Followup and there is no email address, check the chat session to see if one was provided during the conversation. If no email is present, then the session can be closed.



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