Handling and Referring SMS Chats
Basic Guidelines for handling SMS chats
When responding to an SMS text, keep in mind that messages are limited to 160 characters, so responses should be brief. SMS chats cannot be referred through our normal ticketing process. Instead, copy and paste the chat into our contact form (described below).
When you need to create an AskUs ticket for an SMS Text Chat:
- Ask the customer for their contact information (Name and UA Email Address). It is essential that you gather an email address, otherwise we will not be able to contact them.
- Then copy and paste the chat transcript into the AskUs Contact Form . Use the customer’s contact information to fill out the name and email fields.
This will allow the AskUs email contributors to respond to the patron or refer it on to another department. The patron will receive a copy of this form in their email.
Please contact the Information and Training Group with any questions about this process.
