UniqueChat
Live web chat software for libraries
UniqueChat
Live web chat software for libraries
Engage with your virtual patrons.
UniqueChat efficiently and conveniently delivers chat support to online patrons. UniqueChat provides the ease patrons want and the flexibility libraries need through customization, automation, staffing models, and affordable pricing.
Flexibility
Delivering an excellent patron experience through UniqueChat is just the start. With over 100,000 chat interactions, we understand that each library’s needs are different. Our modern chat design is easy for libraries to customize and easy for patrons to use.
Staffing Options
UniqueChat provides flexible staffing models including self-service, answered by the library, full-service, answered by Unique’s experienced staff and hybrid options. Our chat support frees up your team to focus on what they do best while we take care of answering patrons’ questions.
Flexibility
Delivering an excellent patron experience through UniqueChat is just the start. With over 100,000 chat interactions, we understand that each library’s needs are different. Our modern chat design is easy for libraries to customize and easy for patrons to use.
Staffing Options
UniqueChat provides flexible staffing models including self-service, answered by the library, full-service, answered by Unique’s experienced staff and hybrid options. Our chat support frees up your team to focus on what they do best while we take care of answering patrons’ questions.
Why UniqueChat?
Gone are the days when patrons use chat for reference questions. Over 80% of patron chat requests fall into questions answered at a circulation or information desk, not at the reference desk. Libraries need tools designed for today’s patron’s needs.
Other library chat tools are built for answering reference questions. UniqueChat serves patrons better because today’s patrons don’t utilize services like before. Just as in the branch, meet the patron where they have routine questions – anywhere in your virtual branch.
Reduce Calls and Emails
Add Branding
Expand Service Hours
Analyze Reports
Drive Usage
Delight Patrons
Trusted by Top Libraries
“Having the chat feature present on our website and catalog has facilitated interactions to a whole new set of users! Unique has provided us an access point that customers increasingly expect to have and the feedback from customers has been overwhelmingly positive!” –Ashley Trew, Public Services Manager, Sacramento Public Library
We're Ready to Chat!
Unique offers a wide variety of cost effective tools that can help your library by reducing workloads for managers and frontline staff, which in turn increases in-house efficiency.
Patron Services Resources
Explore case studies, articles, and practical guidance focused on library customer service, call handling, live chat, and the patron experience.
Natrona County Public Library Success Story
See how a trained Unique call agent remained calm during a threatening patron interaction, followed escalation procedures, and helped library staff prepare to respond.
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Solving for Patron Service Headaches
Explore survey findings on staffing shortages, virtual service challenges, patron wait times, and opportunities to strengthen the service experience.
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Live Chat Software: Staffing and Designing for Real Patron Needs
Learn how patrons use live chat and why many interactions focus on circulation, account questions, catalog help, and digital resources.
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Patron Phone Calls: The 8 Most Common
Review the questions libraries receive most often and see which routine patron requests can be resolved efficiently by a trained support team.
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Unique Announces New Library Service Launches for Q2
Over a dozen libraries have launched MessageBee, Automated Borrower Renewal (uRenew), Verified Borrower Registration (uRegister), and Patron Services in the second quarter of 2026 Verified...
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Who Are Virtual Patrons?
As libraries expand beyond physical buildings, the concept of the “patron” has evolved. Increasingly, libraries serve users who may never walk through the front door...
Read More 2025 Patron Services Survey: What can we learn from each other?
Last year, we asked libraries how they were handling the day-to-day realities of patron service — online and in-person. This year, we asked again. The...
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Preparing for Tax Season: The Questions Your Staff Will Hear
Every tax season, call volume rises. We see it across nearly every library we support. Patrons want forms, dates, appointments, and help sorting out what’s...
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Dearborn Public Library Chooses MessageBee
Dearborn Public Library Goes Live on Unique’s MessageBee Platform Horizon Libraries now have Access to MessageBee’s Circulation Notices Unique is proud to announce that Dearborn Public Library has implemented MessageBee to...
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