[IMP] live_chat: overhaul documentation update (#601)

applications.rst

@@ -18,7 +18,7 @@ Applications
    point_of_sale
    project
    helpdesk
-   livechat/livechat
+   live_chat
    expense/expense
    iot
    mobile/firebase

live_chat.rst

@@ -0,0 +1,10 @@
+:banner: banners/livechat.png
+
+=========
+Live Chat
+=========
+
+.. toctree::
+   :titlesonly:
+
+   livechat/overview

livechat/livechat.rst

@@ -1,137 +0,0 @@
-:banner: banners/livechat.png
-
-=========
-Live Chat
-=========
-
-Chat in real time with website visitors
-=======================================
-
-With Odoo Live Chat, you can establish a direct contact with your
-website visitors. A simple dialog box will be available on their screen
-and will allow them to get in touch with one of your sales
-representatives. This way, you can easily turn prospects into potential
-business opportunities. You will also be able to provide assistance to
-your customers. Overall, this is the perfect tool to improve customer
-satisfaction.
-
-Configuration
-=============
-
-To get the Live Chat feature, open the Apps module, search for "Live
-Chat" and then click on install.
-
-.. image:: media/live_chat01.png
-   :align: center
-
-The Live Chat module provides you a direct access to your channels.
-There, operators can easily join and leave the chat.
-
-.. image:: media/live_chat02.png
-   :align: center
-
-Add the live chat to an Odoo website
-====================================
-
-If your website was created with Odoo, then the live chat is
-automatically added to it. All that is left to do, is to go to
-:menuselection:`Website --> Configuration --> Settings` to select the
-channel to be linked to the website.
-
-.. image:: media/live_chat03.png
-   :align: center
-
-Add the live chat to an external website
-========================================
-
-If your website was not created with Odoo, go to the Live Chat module
-and then select the channel to be linked. There, you can simply copy
-paste the code available into your website. A specific url you can send
-to customers or suppliers for them to access the live chat is also
-provided.
-
-Hide / display the live chat according to rules
-===============================================
-
-Rules for the live chat can be defined on the channel form. For
-instance, you can choose to display the chat in the countries you speak
-the language of. On the contrary, you are able to hide the chat in
-countries your company does not sell in. If you select *Auto popup*,
-you can also set the length of time it takes for the chat to appear.
-
-.. image:: media/live_chat04.png
-   :align: center
-
-Prepare automatic messages
-==========================
-
-On the channel form, in the *Options* section, several messages can be
-typed to appear automatically on the chat. This will entice visitors to
-reach you through the live chat.
-
-.. image:: media/live_chat05.png
-   :align: center
-
-Start chatting with customers
-=============================
-
-In order to start chatting with customers, first make sure that the
-channel is published on your website. To do so, select *Unpublished on
-Website* on the top right corner of the channel form to toggle the
-*Published* setting. Then, the live chat can begin once an operator
-has joined the channel.
-
-.. image:: media/live_chat06.png
-   :align: center
-
-.. note::
-   If no operator is available and/or if the channel is
-   unpublished on the website, then the live chat button will not appear to
-   visitors.
-
-Conversations initiated by visitors also appear in
-the Discuss module in addition to popping up as a direct message. Therefore,
-inquiries can be answered wherever you are in Odoo.
-
-If there are several operators who have all joined a channel, the system will
-dispatch visitor sessions randomly between them.
-
-Use commands
-============
-
-Commands are useful shortcuts for completing certain actions or to
-access information you might need. To use this feature, simply type the
-commands into the chat. The following actions are available :
-
-**/help** : show a helper message.
-
-**/helpdesk** : create a helpdesk ticket.
-
-**/helpdesk\_search** : search for a helpdesk ticket.
-
-**/history** : see 15 last visited pages.
-
-**/lead** : create a new lead.
-
-**/leave** : leave the channel.
-
-.. note::
-   If a helpdesk ticket is created from the chat, then the
-   conversation it was generated from will automatically appear as the
-   description of the ticket. The same goes for the creation of a lead.
-
-Send canned responses
-=====================
-
-Canned responses allow you to create substitutes to generic sentences
-you frequently use. Typing a word instead of several will save you a lot
-of time. To add canned responses, go to :menuselection:`LIVE CHAT -->
-Configuration --> Canned Responses` and create as many as you need to.
-Then, to use them during a chat, simply type ":" followed by the
-shortcut you assigned.
-
-.. image:: media/live_chat07.png
-   :align: center
-
-You now have all of the tools needed to chat in live with your website
-visitors, enjoy !

livechat/overview.rst

@@ -0,0 +1,10 @@
+========
+Overview
+========
+
+.. toctree::
+   :titlesonly:
+
+   overview/get_started
+   overview/ratings
+   overview/responses

livechat/overview/get_started.rst

@@ -0,0 +1,83 @@
+==========================
+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:: media/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:: media/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:: media/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:: media/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:: media/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:: media/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`

livechat/overview/ratings.rst

@@ -0,0 +1,45 @@
+=======
+Ratings
+=======
+
+Giving users the opportunity to rate their interactions can help you improving the experience you
+offer. That means staying on top of your customers' needs, besides keeping track of your operators’
+performances.
+
+Customer Rating
+===============
+
+| Once the user chooses to close the chat window, he can rate his interaction.
+| If the user is *Not satisfied* or *Highly dissatisfied*, a field allowing for an explanation
+  is shown.
+| A copy of the conversation can also be sent by email.
+
+.. image:: media/user_chatwindow.png
+   :align: center
+   :height: 400
+   :alt: View of the chat window from a user’s side for Odoo Live Chat
+
+The rating is shown on the chat window itself for the operator.
+
+.. image:: media/operator_chatwindow.png
+   :align: center
+   :alt: View of a chat window from an operator’s side highlighting a rating for Odoo Live Chat
+
+And under :menuselection:`Report --> Customer Ratings`.
+
+.. image:: media/customer_ratings.png
+   :align: center
+   :alt: View of the customer ratings page in Odoo Live Chat
+
+Make the rating public
+======================
+
+Go to :menuselection:`Website --> Configuration --> Settings`, access your channel form, click on
+*Go to Website* and on *Unpublished*, to publish the rating of that channel on your website.
+
+.. image:: media/publish_ratings.png
+   :align: center
+   :alt: View of the public ratings in the website for Odoo Live Chat
+
+.. seealso::
+   - :doc:`responses`

livechat/overview/responses.rst

@@ -0,0 +1,48 @@
+=============================
+Commands and Canned Responses
+=============================
+
+Using canned responses can help you save time and have a previous, well-thought response, to some
+of your most common questions and comments.
+
+Use commands
+============
+
+Commands are shortcuts that do specific actions within the chat window:
+
+#. **/help**: shows a help message.
+#. **/helpdesk**: creates a helpdesk ticket.
+#. **/helpdesk_search**: searches for a helpdesk ticket.
+#. **/history**: shows the last 15 visited pages.
+#. **/lead**: creates a new lead.
+#. **/leave**: leaves the channel.
+
+.. important::
+   | - For *helpdesk tickets*: make sure the application is installed on your database and the
+     option *Live Chat* under :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`
+     is enabled.
+   | - For *leads*: the *CRM* application must be installed on your database.
+
+To access the ticket or lead created from the chat, click on the shortcut link.
+
+.. image:: media/create_ticket.png
+   :align: center
+   :alt: View of the chat window with a helpdesk ticket created in Odoo Live Chat
+
+.. tip::
+   Helpdesk tickets created from the chat automatically add the conversation as a description of
+   the ticket. The same goes for the creation of a lead.
+
+Send canned responses
+=====================
+
+| Canned responses allow you to have a full piece of text being placed when you type a shortcut word.
+  To create them, go to :menuselection:`Live Chat --> Configuration --> Canned Responses`.
+| To use them during a conversation, simply type **:** followed by the shortcut word you created.
+
+.. image:: media/canned_response.png
+   :align: center
+   :alt: View of a chat window and the use of a canned response in Odoo Live Chat
+
+.. seealso::
+   - :doc:`ratings`

social_marketing/overview/livechat.rst

@@ -57,4 +57,4 @@ on the respective pages.
    :alt: Choose the pages to be tracked in the website application for Odoo Social Marketing
 
 .. seealso::
-   - :doc:`../../livechat/livechat`
+   - :doc:`../../livechat/overview/get_started`