It is possible to answer AskLIVE from a mobile device. You need to install an app in order to do so successfully, as the normal way we use AskLIVE on a PC does not provide sound alerts if you use it on mobile device, and there are other problems are well.

The instructions are in the link at the end of this post. Androids use the Xabber app, and iOS devices use AstraChat.  Be sure to follow the ‘Configuring mobile clients’ instructions at the bottom of the page. I found that I had to put a full stop after my first name in my username, not an underscore, although the instructions said to use an underscore, i.e. caroline.anderson@libraryh3lp.com

Depending on how you have configured your settings for the app on your device, it might not persistently alarm when a chat comes in. It might just beep once, but you shouldn’t miss it if you’re active on your device. On the iPad, I experimented with the notification settings in ‘Settings’ – ‘Notifications’ and then chose the AstraChat app. You need to experiment with the settings on your own device in order to find out what works best. Romy said that  eServices are not likely to be able to provide much support for these apps as a lot will depend on the device set up e.g. notification settings, etc. You can usually find an answer via Google to any questions about notification settings on your device.

One of the neat features of AstraChat for iOS is that you can use the microphone button on your keyboard instead of typing. You have to check carefully before sending your reply though, because the app doesn’t always interpret words correctly.

It’s very important to follow the relevant instructions for your device in the link below when you wish to stop staffing AskLIVE.  For example, on an iPad, double-click the home button and swipe the AstraChat app up. If you don’t follow the instructions, it will appear to patrons that you are still available for chats. This is particularly important at the end of the day.

https://ask.libraryh3lp.com/questions/496