[IMP] Livechat: set expertise feature 18.1
@ -26,7 +26,6 @@ that is designated on their profile page.
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include only their first name.
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include only their first name.
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.. image:: participate/online-chat-name.png
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.. image:: participate/online-chat-name.png
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:align: center
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:alt: View of user profile in Odoo, emphasizing the Online Chat name field.
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:alt: View of user profile in Odoo, emphasizing the Online Chat name field.
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Set online chat languages
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Set online chat languages
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@ -50,6 +49,22 @@ field, and select one or more languages from the drop-down menu.
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Only :doc:`languages <../../general/users/language>` that are enabled on the database can be
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Only :doc:`languages <../../general/users/language>` that are enabled on the database can be
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selected in the :guilabel:`Online Chat Language` field.
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selected in the :guilabel:`Online Chat Language` field.
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Set live chat expertise
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-----------------------
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Operators can designate *Expertise* in one or more areas on their profile. A :doc:`chatbot
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<chatbots>` can then assign conversations to the operator with the appropriate expertise. Select one
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or more options from the :guilabel:`Live Chat Expertise` drop-down list.
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To create a new expertise, navigate to :menuselection:`Live Chat app --> Configuration -->
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Expertise` and click :guilabel:`New`. Enter the :guilabel:`Name` of the expertise, and, if desired,
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select one or more :guilabel:`Operators`. Click :guilabel:`Save` when finished.
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.. important::
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When forwarding live chat conversations, the chatbot prioritizes users with matching expertise.
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If no applicable match is found, the chatbot forwards the conversation to the next available
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operator.
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Join or leave a channel
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Join or leave a channel
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-----------------------
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-----------------------
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@ -60,7 +75,6 @@ Any channel where the user is currently active shows a :guilabel:`Leave` button.
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to disconnect from the channel.
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to disconnect from the channel.
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.. image:: participate/leave-channel.png
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.. image:: participate/leave-channel.png
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:align: center
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:alt: View of a channel form and the option to join a channel for Odoo Live Chat.
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:alt: View of a channel form and the option to join a channel for Odoo Live Chat.
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.. important::
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.. important::
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@ -75,18 +89,16 @@ screen, no matter where they are in the database. This allows them to access oth
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while still participating in the conversation.
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while still participating in the conversation.
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.. tip::
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.. tip::
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Conversations can also be accessed by clicking the :icon:`fa-comments` :guilabel:`(messages)`
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Conversations can also be accessed by clicking the :icon:`fa-comments` :guilabel:`(Messages)`
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icon in the menu bar.
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icon in the menu bar.
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.. image:: participate/menu-bar.png
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.. image:: participate/menu-bar.png
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:align: center
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:alt: View of the menu bar in Odoo emphasizing the comments icon.
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:alt: View of the menu bar in Odoo emphasizing the comments icon.
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Live chat conversations can also be viewed by navigating to the :menuselection:`Discuss app`. New
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Live chat conversations can also be viewed by navigating to the :menuselection:`Discuss app`. New
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conversations appear in bold under the :guilabel:`LIVECHAT` heading, located along the left panel.
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conversations appear in bold under the channel name, located along the left panel.
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.. image:: participate/managing-chat-responses.png
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.. image:: participate/managing-chat-responses.png
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:align: center
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:alt: View of the discuss application with a message sent through live chat in Odoo.
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:alt: View of the discuss application with a message sent through live chat in Odoo.
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Click on a conversation in the left panel to select it. This opens the conversation. From this
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Click on a conversation in the left panel to select it. This opens the conversation. From this
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