IM Collaborator
http://www.library.uiuc.edu/askus/imcollaborator/

IM Collaborator allows IM messages sent to a single IM account to be queued, answered, and transferred by multiple operators from a web-based interface. The software also allows multiple IMs to be handled by the same operator, allows operators to have private conversations amongst themselves, allows admins to monitor all active IMs, allows multiple operators to chat with the same user, and includes reporting features for measuring use statistics. Individual operator profiles allow operators to save pre-scripted messages for use in IM, and to provide a description of themselves, their contact information, and their area of specialty that can be seen by other operators. The current version of the software supports the AOL/AIM protocol only. Future versions plan to incorporate support for other major networks. This software is planned for Open Source licensing. This has been added to the tools section of Research Resources Subject Tracer™ Information Blog. This has been added to World Wide Web Reference Subject Tracer™ Information Blog.