From 1685449f6128ec73c3f9bbce43362d0f22f3af73 Mon Sep 17 00:00:00 2001 From: "Jonathan Castillo (jcs)" Date: Tue, 11 Apr 2023 10:12:28 +0000 Subject: [PATCH] [MOV] live chat: structure task-3269837 closes odoo/documentation#4124 Signed-off-by: Castillo Jonathan (jcs) --- .../helpdesk/overview/receiving_tickets.rst | 6 +- .../customer_interaction.rst | 6 +- content/applications/websites/livechat.rst | 77 +++++++++++++++- .../{overview/get_started => }/channels.png | Bin .../{overview/get_started => }/discuss.png | Bin .../get_started => }/joinchannel.png | Bin .../get_started => }/livechat_settings.png | Bin .../websites/livechat/overview.rst | 12 --- .../livechat/overview/get_started.rst | 83 ------------------ .../livechat/{overview => }/ratings.rst | 0 .../ratings/customer_ratings.png | Bin .../ratings/operator_chatwindow.png | Bin .../ratings/publish_ratings.png | Bin .../ratings/user_chatwindow.png | Bin .../livechat/{overview => }/responses.rst | 0 .../responses/canned_response.png | Bin .../responses/create_ticket.png | Bin .../{overview/get_started => }/rules.png | Bin .../{overview/get_started => }/widget.png | Bin redirects/14.0.txt | 3 + 20 files changed, 83 insertions(+), 104 deletions(-) rename content/applications/websites/livechat/{overview/get_started => }/channels.png (100%) rename content/applications/websites/livechat/{overview/get_started => }/discuss.png (100%) rename content/applications/websites/livechat/{overview/get_started => }/joinchannel.png (100%) rename content/applications/websites/livechat/{overview/get_started => }/livechat_settings.png (100%) delete mode 100644 content/applications/websites/livechat/overview.rst delete mode 100644 content/applications/websites/livechat/overview/get_started.rst rename content/applications/websites/livechat/{overview => }/ratings.rst (100%) rename content/applications/websites/livechat/{overview => }/ratings/customer_ratings.png (100%) rename content/applications/websites/livechat/{overview => }/ratings/operator_chatwindow.png (100%) rename content/applications/websites/livechat/{overview => }/ratings/publish_ratings.png (100%) rename content/applications/websites/livechat/{overview => }/ratings/user_chatwindow.png (100%) rename content/applications/websites/livechat/{overview => }/responses.rst (100%) rename content/applications/websites/livechat/{overview => }/responses/canned_response.png (100%) rename content/applications/websites/livechat/{overview => }/responses/create_ticket.png (100%) rename content/applications/websites/livechat/{overview/get_started => }/rules.png (100%) rename content/applications/websites/livechat/{overview/get_started => }/widget.png (100%) diff --git a/content/applications/services/helpdesk/overview/receiving_tickets.rst b/content/applications/services/helpdesk/overview/receiving_tickets.rst index 741ad1ece..784dc3c07 100644 --- a/content/applications/services/helpdesk/overview/receiving_tickets.rst +++ b/content/applications/services/helpdesk/overview/receiving_tickets.rst @@ -120,7 +120,7 @@ Live Chat The *Live Chat* feature allows website visitors to connect directly with a support agent or chatbot. During these conversations, *Helpdesk* tickets can be instantly created by using the -:doc:`response command ` `/helpdesk`. +:doc:`response command ` `/helpdesk`. To enable *Live Chat*, navigate to the :menuselection:`Configuration --> Teams` list view, select a team, and on the :guilabel:`Teams` settings page, click the check box next to :guilabel:`Live Chat`, @@ -259,7 +259,7 @@ Create a support ticket from a live chat session Once live chat is enabled, operators will be able to communicate with site visitors in real time. During the conversation, an operator can use the shortcut :doc:`command -` `/helpdesk` to create a ticket without leaving +` `/helpdesk` to create a ticket without leaving the chat window. The transcript from the conversation will be added to the new ticket, under the :guilabel:`Description` tab. @@ -290,4 +290,4 @@ appropriate number of stars on the kanban card, or on the ticket. .. seealso:: - :doc:`/applications/services/helpdesk/advanced/close_tickets` - :doc:`/applications/general/email_communication/email_servers` - - :doc:`/applications/websites/livechat/overview/get_started` + - :doc:`/applications/websites/livechat` diff --git a/content/applications/websites/ecommerce/ecommerce_management/customer_interaction.rst b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction.rst index 386a9de37..e41d18784 100644 --- a/content/applications/websites/ecommerce/ecommerce_management/customer_interaction.rst +++ b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction.rst @@ -32,9 +32,9 @@ A chatbot is available and can simulate a human-like conversation with website v messages in a chat box. .. seealso:: - - :doc:`../../livechat/overview/get_started` - - :doc:`../../livechat/overview/ratings` - - :doc:`../../livechat/overview/responses` + - :doc:`../../livechat` + - :doc:`../../livechat/ratings` + - :doc:`../../livechat/responses` .. _contact-form: diff --git a/content/applications/websites/livechat.rst b/content/applications/websites/livechat.rst index 9ad70dcf0..15cce9168 100644 --- a/content/applications/websites/livechat.rst +++ b/content/applications/websites/livechat.rst @@ -1,16 +1,87 @@ -:nosearch: :show-content: -:hide-page-toc: :show-toc: ========= Live Chat ========= +Live Chat has the highest satisfaction rating of any communication tool. It allows fast responses +and it is accessible and convenient, as your customers can keep doing what they are doing while +interacting with you. Remember: your customers want to talk to you, so let's make it easy. + .. seealso:: - `Live Chat: product page `_ + - :doc:`livechat/ratings` + - :doc:`livechat/responses` + +Set up +====== + +Once *Live Chat* is installed on your database, if your website was created with Odoo, the +application is automatically added to it. All that is left to do is to go to +:menuselection:`Website --> Configuration --> Settings --> Live Chat`. + +.. image:: livechat/livechat_settings.png + :height: 300 + :alt: View of the settings page and the live chat feature for Odoo Live Chat + +Select the channel to be linked to your website or create one on the fly. + +.. image:: livechat/channels.png + :alt: View of a live chat channel form for Odoo Live Chat + +| For both scenarios, under: +| - **Operators**: add agents to respond to the chat requests. Add as many as you like, and keep in + mind that operators that do not show any activity in Odoo for more than 30min are considered + disconnected. +| - **Options**: set the default text to be shown on the live chat button; an automated welcome + message to be seen by visitors when a conversation is initiated, and the text that prompts the + user to initiate a chat. +| - **Channel Rules**: choose an action for a given URL, and/or per country. In the example below, + the chat window automatically pops-up 3 seconds after users (from any country) land on the + contact us page. + +.. image:: livechat/rules.png + :alt: View of a channel’s rules form for Odoo Live Chat + +.. note:: + GeoIP, which refers to the process of finding a computer terminal’s geographical location by its + IP address, must be installed on your server. Otherwise, under *Channel Rules*, countries are + not taken into account. + +External options +---------------- + +| If your website was not created with Odoo, you can find the code to be added to your own, under + the *Widget* tab. +| Odoo also offers an URL you can send to users so they can have access to a single live chat page. + +.. image:: livechat/widget.png + :alt: View of the widget tab for Odoo Live Chat + +Managing chat requests +====================== + +Conversations initiated by visitors pop up as a direct message, and are shown in *Discuss*. +Therefore, inquiries can be answered wherever you are in Odoo. + +.. image:: livechat/discuss.png + :alt: View of the discuss application with a message sent through live chat in Odoo + +.. note:: + Conversations are dispatched based on the current workload of the online operators. + +Leave or join a channel +======================= + +Go to :menuselection:`Website --> Configuration --> Settings`, access your channel under +*Live Chat*, and *Join Channel* or *Leave Channel*. + +.. image:: livechat/joinchannel.png + :alt: View of a channel form and the option to join a channel for Odoo Live Chat .. toctree:: :titlesonly: - livechat/overview + livechat/ratings + livechat/responses diff --git a/content/applications/websites/livechat/overview/get_started/channels.png b/content/applications/websites/livechat/channels.png similarity index 100% rename from content/applications/websites/livechat/overview/get_started/channels.png rename to content/applications/websites/livechat/channels.png diff --git a/content/applications/websites/livechat/overview/get_started/discuss.png b/content/applications/websites/livechat/discuss.png similarity index 100% rename from content/applications/websites/livechat/overview/get_started/discuss.png rename to content/applications/websites/livechat/discuss.png diff --git a/content/applications/websites/livechat/overview/get_started/joinchannel.png b/content/applications/websites/livechat/joinchannel.png similarity index 100% rename from content/applications/websites/livechat/overview/get_started/joinchannel.png rename to content/applications/websites/livechat/joinchannel.png diff --git a/content/applications/websites/livechat/overview/get_started/livechat_settings.png b/content/applications/websites/livechat/livechat_settings.png similarity index 100% rename from content/applications/websites/livechat/overview/get_started/livechat_settings.png rename to content/applications/websites/livechat/livechat_settings.png diff --git a/content/applications/websites/livechat/overview.rst b/content/applications/websites/livechat/overview.rst deleted file mode 100644 index 9c477f1f0..000000000 --- a/content/applications/websites/livechat/overview.rst +++ /dev/null @@ -1,12 +0,0 @@ -:nosearch: - -======== -Overview -======== - -.. toctree:: - :titlesonly: - - overview/get_started - overview/ratings - overview/responses diff --git a/content/applications/websites/livechat/overview/get_started.rst b/content/applications/websites/livechat/overview/get_started.rst deleted file mode 100644 index c640bd167..000000000 --- a/content/applications/websites/livechat/overview/get_started.rst +++ /dev/null @@ -1,83 +0,0 @@ -========================== -Get Started with Live Chat -========================== - -Live Chat has the highest satisfaction rating of any communication tool. It allows fast responses -and it is accessible and convenient, as your customers can keep doing what they are doing while -interacting with you. Remember: your customers want to talk to you, so let's make it easy. - -Set up -====== - -Once *Live Chat* is installed on your database, if your website was created with Odoo, the -application is automatically added to it. All that is left to do is to go to -:menuselection:`Website --> Configuration --> Settings --> Live Chat`. - -.. image:: get_started/livechat_settings.png - :align: center - :height: 300 - :alt: View of the settings page and the live chat feature for Odoo Live Chat - -Select the channel to be linked to your website or create one on the fly. - -.. image:: get_started/channels.png - :align: center - :alt: View of a live chat channel form for Odoo Live Chat - -| For both scenarios, under: -| - **Operators**: add agents to respond to the chat requests. Add as many as you like, and keep in - mind that operators that do not show any activity in Odoo for more than 30min are considered - disconnected. -| - **Options**: set the default text to be shown on the live chat button; an automated welcome - message to be seen by visitors when a conversation is initiated, and the text that prompts the - user to initiate a chat. -| - **Channel Rules**: choose an action for a given URL, and/or per country. In the example below, - the chat window automatically pops-up 3 seconds after users (from any country) land on the - contact us page. - -.. image:: get_started/rules.png - :align: center - :alt: View of a channel’s rules form for Odoo Live Chat - -.. note:: - GeoIP, which refers to the process of finding a computer terminal’s geographical location by its - IP address, must be installed on your server. Otherwise, under *Channel Rules*, countries are - not taken into account. - -External options ----------------- - -| If your website was not created with Odoo, you can find the code to be added to your own, under - the *Widget* tab. -| Odoo also offers an URL you can send to users so they can have access to a single live chat page. - -.. image:: get_started/widget.png - :align: center - :alt: View of the widget tab for Odoo Live Chat - -Managing chat requests -====================== - -Conversations initiated by visitors pop up as a direct message, and are shown in *Discuss*. -Therefore, inquiries can be answered wherever you are in Odoo. - -.. image:: get_started/discuss.png - :align: center - :alt: View of the discuss application with a message sent through live chat in Odoo - -.. note:: - Conversations are dispatched based on the current workload of the online operators. - -Leave or join a channel -======================= - -Go to :menuselection:`Website --> Configuration --> Settings`, access your channel under -*Live Chat*, and *Join Channel* or *Leave Channel*. - -.. image:: get_started/joinchannel.png - :align: center - :alt: View of a channel form and the option to join a channel for Odoo Live Chat - -.. seealso:: - - :doc:`ratings` - - :doc:`responses` diff --git a/content/applications/websites/livechat/overview/ratings.rst b/content/applications/websites/livechat/ratings.rst similarity index 100% rename from content/applications/websites/livechat/overview/ratings.rst rename to content/applications/websites/livechat/ratings.rst diff --git a/content/applications/websites/livechat/overview/ratings/customer_ratings.png b/content/applications/websites/livechat/ratings/customer_ratings.png similarity index 100% rename from content/applications/websites/livechat/overview/ratings/customer_ratings.png rename to content/applications/websites/livechat/ratings/customer_ratings.png diff --git a/content/applications/websites/livechat/overview/ratings/operator_chatwindow.png b/content/applications/websites/livechat/ratings/operator_chatwindow.png similarity index 100% rename from content/applications/websites/livechat/overview/ratings/operator_chatwindow.png rename to content/applications/websites/livechat/ratings/operator_chatwindow.png diff --git a/content/applications/websites/livechat/overview/ratings/publish_ratings.png b/content/applications/websites/livechat/ratings/publish_ratings.png similarity index 100% rename from content/applications/websites/livechat/overview/ratings/publish_ratings.png rename to content/applications/websites/livechat/ratings/publish_ratings.png diff --git a/content/applications/websites/livechat/overview/ratings/user_chatwindow.png b/content/applications/websites/livechat/ratings/user_chatwindow.png similarity index 100% rename from content/applications/websites/livechat/overview/ratings/user_chatwindow.png rename to content/applications/websites/livechat/ratings/user_chatwindow.png diff --git a/content/applications/websites/livechat/overview/responses.rst b/content/applications/websites/livechat/responses.rst similarity index 100% rename from content/applications/websites/livechat/overview/responses.rst rename to content/applications/websites/livechat/responses.rst diff --git a/content/applications/websites/livechat/overview/responses/canned_response.png b/content/applications/websites/livechat/responses/canned_response.png similarity index 100% rename from content/applications/websites/livechat/overview/responses/canned_response.png rename to content/applications/websites/livechat/responses/canned_response.png diff --git a/content/applications/websites/livechat/overview/responses/create_ticket.png b/content/applications/websites/livechat/responses/create_ticket.png similarity index 100% rename from content/applications/websites/livechat/overview/responses/create_ticket.png rename to content/applications/websites/livechat/responses/create_ticket.png diff --git a/content/applications/websites/livechat/overview/get_started/rules.png b/content/applications/websites/livechat/rules.png similarity index 100% rename from content/applications/websites/livechat/overview/get_started/rules.png rename to content/applications/websites/livechat/rules.png diff --git a/content/applications/websites/livechat/overview/get_started/widget.png b/content/applications/websites/livechat/widget.png similarity index 100% rename from content/applications/websites/livechat/overview/get_started/widget.png rename to content/applications/websites/livechat/widget.png diff --git a/redirects/14.0.txt b/redirects/14.0.txt index 7eabec58d..7f3743bd1 100644 --- a/redirects/14.0.txt +++ b/redirects/14.0.txt @@ -51,6 +51,9 @@ applications/sales/sales/advanced/portal.rst applications/general/users/portal.r # applications/websites +applications/websites/livechat/overview/get_started.rst applications/websites/livechat.rst # livechat/overview/get_started -> livechat +applications/websites/livechat/overview/ratings.rst applications/websites/livechat/ratings.rst # overview/* -> * +applications/websites/livechat/overview/responses.rst applications/websites/livechat/responses.rst # overview/* -> * applications/websites/website/optimize/google_analytics.rst applications/websites/website/reporting/google_analytics.rst # optimize/* -> reporting/* applications/websites/website/optimize/google_analytics_dashboard.rst applications/websites/website/reporting/google_analytics_dashboard.rst # optimize/* -> reporting/* applications/websites/website/optimize/link_tracker.rst applications/websites/website/reporting/link_tracker.rst # optimize/* -> reporting/*