[IMP] Livechat: set expertise feature 18.1

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
+<chatbots>` 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