diff --git a/content/applications/websites/livechat/participate.rst b/content/applications/websites/livechat/participate.rst index 4aad91701..6273ea175 100644 --- a/content/applications/websites/livechat/participate.rst +++ b/content/applications/websites/livechat/participate.rst @@ -26,7 +26,6 @@ that is designated on their profile page. include only their first name. .. image:: participate/online-chat-name.png - :align: center :alt: View of user profile in Odoo, emphasizing the Online Chat name field. Set online chat languages @@ -50,6 +49,22 @@ field, and select one or more languages from the drop-down menu. Only :doc:`languages <../../general/users/language>` that are enabled on the database can be selected in the :guilabel:`Online Chat Language` field. +Set live chat expertise +----------------------- + +Operators can designate *Expertise* in one or more areas on their profile. A :doc:`chatbot +` can then assign conversations to the operator with the appropriate expertise. Select one +or more options from the :guilabel:`Live Chat Expertise` drop-down list. + +To create a new expertise, navigate to :menuselection:`Live Chat app --> Configuration --> +Expertise` and click :guilabel:`New`. Enter the :guilabel:`Name` of the expertise, and, if desired, +select one or more :guilabel:`Operators`. Click :guilabel:`Save` when finished. + +.. important:: + When forwarding live chat conversations, the chatbot prioritizes users with matching expertise. + If no applicable match is found, the chatbot forwards the conversation to the next available + operator. + Join or leave a channel ----------------------- @@ -60,7 +75,6 @@ Any channel where the user is currently active shows a :guilabel:`Leave` button. to disconnect from the channel. .. image:: participate/leave-channel.png - :align: center :alt: View of a channel form and the option to join a channel for Odoo Live Chat. .. important:: @@ -75,18 +89,16 @@ screen, no matter where they are in the database. This allows them to access oth while still participating in the conversation. .. tip:: - Conversations can also be accessed by clicking the :icon:`fa-comments` :guilabel:`(messages)` + Conversations can also be accessed by clicking the :icon:`fa-comments` :guilabel:`(Messages)` icon in the menu bar. .. image:: participate/menu-bar.png - :align: center :alt: View of the menu bar in Odoo emphasizing the comments icon. Live chat conversations can also be viewed by navigating to the :menuselection:`Discuss app`. New -conversations appear in bold under the :guilabel:`LIVECHAT` heading, located along the left panel. +conversations appear in bold under the channel name, located along the left panel. .. image:: participate/managing-chat-responses.png - :align: center :alt: View of the discuss application with a message sent through live chat in Odoo. Click on a conversation in the left panel to select it. This opens the conversation. From this diff --git a/content/applications/websites/livechat/participate/leave-channel.png b/content/applications/websites/livechat/participate/leave-channel.png index f096f21f7..74be846dc 100644 Binary files a/content/applications/websites/livechat/participate/leave-channel.png and b/content/applications/websites/livechat/participate/leave-channel.png differ diff --git a/content/applications/websites/livechat/participate/managing-chat-responses.png b/content/applications/websites/livechat/participate/managing-chat-responses.png index 1c402edb1..53e676716 100644 Binary files a/content/applications/websites/livechat/participate/managing-chat-responses.png and b/content/applications/websites/livechat/participate/managing-chat-responses.png differ diff --git a/content/applications/websites/livechat/participate/menu-bar.png b/content/applications/websites/livechat/participate/menu-bar.png index 6c4c5661f..89d293dfe 100644 Binary files a/content/applications/websites/livechat/participate/menu-bar.png and b/content/applications/websites/livechat/participate/menu-bar.png differ diff --git a/content/applications/websites/livechat/participate/online-chat-name.png b/content/applications/websites/livechat/participate/online-chat-name.png index 4a2955a15..28f17f81e 100644 Binary files a/content/applications/websites/livechat/participate/online-chat-name.png and b/content/applications/websites/livechat/participate/online-chat-name.png differ