>It turns out I can create panels that have the user ids for each of the instant messagers to display on the web page. We will be using one chat id for all shifts. The public will be able to talk to whoever the officer on the desk might be. We will also have an email address that is monitored by the desk.
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>Thanks everyone for the suggestions.

You might look at Trillian because it allows you to talk to most of the other IM clients all through one interface. I don't know if it can be automated though.