allow users to create canned scripts for frequently typed messages and easily plug those into a chat session.

Have a short survey that can ask for the patron's information like status (undergrad, grad,etc), university affiliation, and other useful information for the agents (librarians using the system).

Have the ability to quickly ask users to 'rate their satisfaction' with the service by replying with 1-5 (or something like that)

Basically, embed the survey something int the chat session.

This would let librarians search across transcripts by keyword, to either locate a remembered tscript or perform service analysis.

If staff miss turning off their clients, messages from patrons still could get through. A pre-generated message that responds automatically after a certain amount of time would be great.

If a queue showed up as as buddy :
- IMs sent to the queue would be seen by all members
- a queue member response would be returned with username prefixed before the response
- a queue members response would be seen by all queue members
- a queue member could send an IM to the queue which they are a member of (and see it post)

Would it be possible to change the color of a buddy's name if he/she is currently chatting with someone else? That could prove useful for finding someone who is available to come to the desk or field a chat.

i think that anonymous user should be able to choose their nickname (instead of using a generic guestXXXXX)
http://code.google.com/p/libraryh3lp/issues/detail?id=8

as a public library, we sometimes get what seems like young people messing around with the chat service or even downright rude crude behavior. currently, we all log out and wait a few minutes before logging on again.

The reporting feature is awesome, but for end of the year stats, we have to have ours categorized as reference/directional/other. I'd love there to be a way for libraries to create a ticksheet with their categories so that when transcripts are reviewed, they can be categorized and reports can be run with those categories built in.

automatically send all chat session to admin's email.
also, let user choose to email themself the archive.

tnx.
dennyhalim.com

a widget for our pages like the the one on blogspot that shows total libraryh3lp use but for our own institution - x librarians helping x users

maybe you could fix it using domready (instead of onload)
see http://code.google.com/p/libraryh3lp/issues/detail?id=6
latest version of opera is still affected (10.5)

When looking through the "Monitor Activity" only one queue is shown, even when a transfer takes place. Both queues need to be shown to make the search by queue more effective and usable.

Instead of storing each individual transcript in a separate folder and separate text file, put them all into the same place, by queue, so that you can analyze aggregate chat usage

Some kind of cue that lets the patron know they have been transferred.

It would be great if the pop-out widget warned a patron when they tried to close it. This would prevent patrons from accidentally closing the widget.

allow the libraryh3lp interface to manage email reference, on top of IM, SMS, and the wonderful chat widget