Collaborative Messaging: Build Networks, Connect with other Helplines

These same principles of sharing volume to benefit centers and clients alike also extends to iCarol Messaging, and in recent month’s we’ve made improvements in this arena.
As an example, one nationwide network using iCarol was using a sort of round-robin approach in how to route chats to the centers who were members of that network. Visitors would arrive to the website and click through to chat, and from there they’d be routed to one of the centers based on the schedule, and the coverage area of the center. Once they were properly routed, they’d arrive at that center’s registration page and after completing registration they’d appear in just that center’s messaging queue.
There are some challenges to this approach, namely:
- The routing system didn’t take counselor availability into account so chats may be routed but the destination center may be overwhelmed with other work and short on counselors to take chats
- The visitor was visible just in the iCarol system to which they were routed
- Registration pages may have a different look and feel, depending on the center to which the visitor was sent
- Lack of control over the data being collected by individual centers
- Statistics could not be run in real-time; they had to be aggregated first
Our developers have been working on a new approach for this network, and they’re currently using it to much success during the pilot period. So, how does the approach work now? The network is using a single shared “portal” made available to the participating centers in their iCarol systems, rather than routing the chats as it did before. This means:
- Standardized registration pages make for a more consistent look and feel, and better branding for the network
- Pre-written messages, reporting forms, and data collection are standardized
- The network system directly hosts and controls their own data, so they get better reporting capabilities
- Chats are visible to any center serving the visitor’s area, meaning better load balancing and shorter wait times for visitors, fewer abandoned chats
- Chats are clearly marked as being from the network, but appear in the same queue as the center’s other local chats for ease of use
We’re excited to say that this pilot period has gone very well and the network is enjoying the benefits of the shared portal technology.
We’d welcome the opportunity to talk to you about your network whether it’s provincial/statewide, or national, to see how this functionality could improve and streamline your messaging services and benefit all your participating centers and visitors alike. Current iCarol users, please open a case with us, or if you’re not using iCarol yet please contact us to learn more!
Tags: crisis lines, helpline challenges, Helpline software, Helplines, iCarol capabilities, iCarol Clients, iCarol enhancements, iCarol Features, instant messaging, live chat, messaging, online emotional support, suicide prevention helplines