Question and Answer

LibChat Process Starting November 10th, 2025

Springshare will be requiring Multi-Factor Authentication (MFA) for all logins, including Chat. Please review the information below. AIS staff should begin using individual chat logins on Monday, 11/10. 

What’s Changing with Chat:

  • Generic desk logins, like "UA Librarian 1", will no longer be available after December 8.
  • Desk staff and student employees must use individual accounts with MFA enabled to log into chat.

Setting up MFA (Multi-Factor Authentication) in LibAnswers:

  • You will need to opt in before December 8th.

  • You can authenticate when logging in using:
    • Duo app (recommended – already in use at UA)
    • Or another authenticator app (Google, Microsoft, LastPass, Authy, etc.)
    • Or email verification (less secure and slower)
  • Setup instructions: Springshare MFA Setup Guide

LibChat Accounts

  • All AIS staff already have a LibChat account.

  • When chatting, staff names will not display to patrons. Names will appear as “UA Library Staff”.

  • When you answer a chat, you will see your name, but the patron will not. (On left: Patron view. On right: Staff view)

Things to Keep in Mind:

  • Login time: Switching places at the desks will take a few extra minutes.

  • Chat status:
    • Chat appears “offline” on the website if no one is logged in.
    • We can monitor LibAnswers stats for any increase in missed chats.
  • Logging out:

    • Please remember to log out at the end of your desk hour.

    • If someone forgets to log out of their chat account earlier in the day, others cannot access that account to log them out at close.

    • If staff are still logged in, chat will appear as online while the libraries are closed. 

How to Log Out of Chat:

  1. Click “Offline” under “Status”.
  2. Close the browser window or tab.

  3. Log out of LibAnswers (upper right corner of LibAnswers)

 

 

 

 

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