Resolution Codes

What are resolution codes?

At the end of every chat session you do, a resolution code must be set. Resolution codes determine where the session goes post-chat.

What resolution code do I use?

The language of resolution codes isn't totally intuitive. Here's a guide to help you figure out what code to use for what sitution:

Answered: No additional information is needed by patron (no follow-up needed) or no email address was given so no follow-up is possible.

Follow Up by Patron Library: In most cases, use this code anytime follow-up is needed.

Follow Up by Me: If you want to be the one to follow-up with this customer (say, you know there's a book upstairs that will answer the question), use this code. Make sure to not forget you marked it as such. If you follow-up outside of QuestionPoint, please add a Librarian Note letting people know what you did.

Lost Call: This code is RARELY USED. Two things need to be present for this code to be used: The customer NEVER sends a message beyond the initial question they entered when they logged in AND there is no email address provided for follow-up.

I heard there's a flow chart to help me with this

Yes there is! Check out the printable Resolution Code Flow Chart (pdf) for a more visual guide. It's also available in French.