[IMP] Livechat: chatbots 17.0

closes odoo/documentation#8454

X-original-commit: c54584a3f0
Signed-off-by: Samuel Lieber (sali) <sali@odoo.com>
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>

content/applications/websites/livechat/chatbots.rst

@@ -8,8 +8,8 @@ response, and lead them through a series of questions and answers the same way a
 would.
 
 Chatbots can be customized to fill various roles, from customer support, to creating leads, to
-collecting contact information. The goal of the chatbot depends on the page of the website they are
-assigned, and the messages included in the script, among other criteria.
+collecting contact information. The goal of each chatbot can vary based on several criteria,
+including the webpage where it is located, and the information it captures.
 
 .. image:: chatbots/chatbot-visitor-view.png
    :align: center
@@ -19,25 +19,21 @@ Build a chatbot
 ===============
 
 Before creating a new chatbot, the *Live Chat* application must first be installed on the database.
-This can be done directly from the :menuselection:`Apps` menu by searching for `Live Chat` in the
-:guilabel:`search bar` and clicking :guilabel:`Install`.
+This can be done directly from the :menuselection:`Apps` application, by searching for `Live Chat`
+in the :guilabel:`Search...` bar, and clicking :guilabel:`Install`.
 
-Alternatively, *Live Chat* can be installed and enabled by navigating to the :menuselection:`Website
-application --> Configuration --> Settings`, and checking the box labeled :guilabel:`Livechat`. Once
-enabled, the database will refresh, and the *Live Chat* application is accessible.
-
-Once the *Live Chat* application has been installed on the database, open it, and go to
-:menuselection:`Configuration --> Chatbots`.
+Once the *Live Chat* application has been installed on the database, go to :menuselection:`Live Chat
+app --> Configuration --> Chatbots`.
 
 .. note::
    When the *Live Chat* app is installed, a sample chatbot is created, named *Welcome Bot*. This
-   chatbot has a pre-configured script that walks through a few basic steps, including asking for a
+   chatbot has a preconfigured script that walks through a few basic steps, including asking for a
    visitor's email address, and forwarding the conversation to an operator.
 
    *Welcome Bot* can be used as a starting point. The existing steps can be edited or removed, and
    new steps can be added to customize the script, as needed.
 
-   *Welcome Bot* can be deleted (or archived).
+   *Welcome Bot* can be deleted or archived, if necessary.
 
    .. image:: chatbots/chatbot-welcome-bot.png
       :align: center
@@ -52,35 +48,35 @@ the :guilabel:`Edit Image` icon in the upper right corner of the form to add a p
 Chatbot scripts
 ---------------
 
-Once the new chatbot has been created and named, the next step is to create a script. Chatbot
-conversations follow an accompanying script. These scripts are comprised of lines of dialogue, each
-designed to either deliver or capture information.
+After the new chatbot has been created and named, the next step is to create a script. Chatbot
+conversations follow an accompanying script. These scripts are comprised of lines of dialog, each
+designed to deliver or capture information.
 
-To create a chatbot script, navigate to the :guilabel:`Script` tab of the chatbot details page, and
-click :guilabel:`Add a Line` to open the :guilabel:`Create Script Steps` pop-up form.
+To create a chatbot script, click :guilabel:`Add a Line` in the :guilabel:`Script` tab of the
+chatbot detail page, and a :guilabel:`Create Script Steps` modal appears.
 
-This form must be filled out for each line of text (dialogue) that the chatbot could potentially
-deliver during the conversation.
+
+This form must be filled out for **each** line of text (dialog) that the chatbot could deliver
+during the conversation.
 
 First, enter the content of the message in the :guilabel:`Message` field. Then, select an option
-from the :guilabel:`Step Types` drop-down menu.
+from the :guilabel:`Step Type` and :guilabel:`Only If` drop-down menus.
 
 Step types
 ~~~~~~~~~~
 
 The :guilabel:`Step Type` selected depends on the intended purpose of the message. The available
-options in the :guilabel:`Step Type` drop-down are listed below, as well as their use, and any
-additional information:
+options in the :guilabel:`Step Type` drop-down menu are detailed below:
 
 Text
 ****
 
-This step is used for messages where no answer is expected (or necessary). Text steps can be used
-for greetings and/or to deliver information.
+This step is used for messages where no answer is expected or necessary. Text steps can be used for
+greetings, to offer resources, such as documentation, or provide links to specific web pages.
 
 .. important::
-   Text step types are only intended to deliver information, and do not allow for any visitor input.
-   As such, they need to be followed by additional steps to continue the conversation.
+   *Text* step types are only intended to deliver information, and do **not** allow for any visitor
+   input. As such, they **must** be followed by additional steps to continue the conversation.
 
 Question
 ********
@@ -88,9 +84,20 @@ Question
 This step asks a question and provides a set of answers. The visitor clicks on one answer, which
 either leads to a new step in the conversation, or can lead to an optional link to a new webpage.
 
+Enter the question in the :guilabel:`Message` field. Then, under the :guilabel:`Answer` heading,
+click :guilabel:`Add a Line` to create a blank answer line.
+
+Proceed to enter the answer as it should appear to the visitor. To turn the answer into a link that
+redirects the visitor when selected, add the URL to the answer line under the :guilabel:`Optional
+Link` heading.
+
+Repeat these steps for every answer to be included for the question.
+
+Click :guilabel:`Save & Close` or :guilabel:`Save & New`.
+
 .. tip::
-   It is helpful to add a catchall answer to question steps (ex: "Something else"). This helps
-   visitors continue the conversation, even if their needs don't exactly fit with any of the other
+   It is helpful to add a catchall answer to question steps (e.g: `Something else`). This helps
+   visitors continue the conversation, even if their needs do not exactly fit with any of the other
    answers.
 
 Email
@@ -99,7 +106,7 @@ Email
 This step prompts visitors to provide their email address, which is stored and can be used by team
 members later to follow up with additional information.
 
-The only accepted inputs for this step type are email addresses that are in a valid format. If a
+The **only** accepted inputs for this step type are email addresses that are in a valid format. If a
 visitor attempts to enter anything other than a valid email address, the chatbot responds with a
 message stating it does not recognize the information submitted.
 
@@ -111,24 +118,26 @@ Phone
 *****
 
 Similar to email, this step type prompts the visitor to enter their phone number, which can be used
-at a later time to follow up with additional information, or to schedule demos, and more.
+to follow up with additional information, schedule demos, and more.
 
 .. warning::
    Due to the vast number of formats used for phone numbers worldwide, responses to this step type
-   are **not** validated for formatting.
+   are **not** validated for formatting, and can include both numbers and special characters.
 
 Forward to Operator
 *******************
 
-This step forwards the conversation to an active live chat operator, so that they can continue
-assisting the visitor. As the conversation transcript is passed on to the operator they are able to
-pick up where the chatbot left off. This not only saves time for all parties involved, it can also
-help qualify conversations before they reach live human operators.
+This step forwards the conversation to an active live chat operator, so they can continue
+assisting the visitor. As the conversation transcript is passed on to the operator, they can pick up
+where the chatbot left off. This not only saves time for all parties involved, it can also help
+qualify conversations before they reach live operators.
 
 .. note::
    If no active operator is available on the channel, the chatbot continues the conversation with
-   the visitor. Therefore, additional steps should be added after this one to ensure that there is
-   no abrupt end to the conversation.
+   the visitor. Therefore, additional steps should be added after this one to ensure there is no
+   abrupt end to the conversation. The additional steps can both inform visitors about the lack of
+   available operators (e.g. `Uh-oh, it looks like none of our operators are available`) and
+   continue the conversation (e.g. `Would you like to leave your email address?`).
 
    .. image:: chatbots/chatbot-no-operator.png
       :align: center
@@ -137,42 +146,49 @@ help qualify conversations before they reach live human operators.
 Free Input/Multi-Line
 *********************
 
-The free input step allows visitors to respond to questions without providing pre-written responses.
-Information provided in these responses is stored in the chat transcripts.
+The *free input* step allows visitors to respond to questions without providing pre-written
+responses. Information provided in these responses is stored in the chat transcripts.
 
 Choose between :guilabel:`Free Input` and :guilabel:`Free Input (Multi-Line)` depending on the type
-and amount of information being requested from the visitor.
+and amount of information the visitor is asked to provide.
 
 Create Lead
 ***********
 
 This step creates a lead in the *CRM* application. Select an option from the :guilabel:`Sales Team`
-drop-down to assign the created lead to a specific team.
+drop-down field that appears to assign the created lead to a specific team.
+
+.. note::
+   This step is **only** available if the *CRM* application is installed on the database.
 
 Create Ticket
 *************
 
-This step creates a :doc:`ticket </applications/services/helpdesk/overview/receiving_tickets>` in
-the *Helpdesk* application. Select an option from the :guilabel:`Helpdesk Team` drop-down to assign
-the created ticket to a specific team.
+This step creates a :doc:`ticket <../../services/helpdesk/overview/receiving_tickets>` in
+the *Helpdesk* application. Select an option from the :guilabel:`Helpdesk Team` drop-down field that
+appears to assign the created ticket to a specific team.
+
+.. note::
+   This step is **only** available if the *Helpdesk* application is installed on the database.
 
 Only if
 ~~~~~~~
 
 Chatbot scripts operate on an if/then basis, which means the next question presented to the visitor
-is determined by the answer they provide to the previous question.
+is determined by the answer provided to the previous question.
 
-To continue the progression of the conversation, the form for a new step contains a field labeled
-:guilabel:`Only If`. This field is where the progression of questions is defined.
+To continue the progression of the conversation, the :guilabel:`Create Script Steps` form for a new
+step contains a field labeled :guilabel:`Only If`. This field is where the progression of questions
+is defined.
 
 If a step is intended to follow all of the previous messages, this field can be left empty. However,
-if a message should **only** be sent conditionally, based on a previous response (or several
-previous responses), those responses need to be added to this field.
+if a message should **only** be sent conditionally, based on a previous response, or several
+previous responses, those responses **must** be added to this field.
 
 .. important::
-   If there are any selections made in the :guilabel:`Only If` field, the step will **not** be shown
-   in a conversation unless **all** of the answers have been selected. Only include selections in
-   this field if they are necessary for this step to be displayed.
+   If any selections are made in the :guilabel:`Only If` field, they must **all** be selected during
+   the conversation *before* this step will be included. Only include selections in this field if
+   they are necessary for this step to be displayed.
 
 .. example::
    In the *Welcome Bot* script, a visitor can ask about pricing information. If the visitor selects
@@ -198,15 +214,14 @@ previous responses), those responses need to be added to this field.
 Script testing
 --------------
 
-In order to ensure all visitors have a satisfactory experience with the chatbot, each message needs
+To ensure all visitors have a satisfactory experience with the chatbot, each message needs
 to lead to a natural conclusion. Chatbot scripts should be tested to confirm there are no dead-ends,
-and to get an understanding of what the visitor sees when they interact with the chatbot.
+and to understand what the visitor sees when they interact with the chatbot.
 
 .. important::
-   If there is an answer or input provided by the visitor that is **not** assigned a corresponding
-   follow-up response, the conversation stops (*dead-end*). Since the visitor cannot re-engage the
-   chatbot, they will have to re-start the conversation, by refreshing the chat window, or their
-   browser.
+   If the visitor provides an answer, or input, that is **not** assigned a corresponding follow-up
+   response, the conversation stops (*dead-ends*). Since the visitor cannot re-engage the chatbot,
+   they must restart the conversation by refreshing the chat window, or their browser.
 
 To test the performance of a chatbot, first click on the :guilabel:`Test` button at the top-left of
 the chatbot script page. Then, upon being redirected to the testing screen, answer the chatbot
@@ -222,15 +237,21 @@ Add chatbot to a channel
 
 After a chatbot has been created and tested, it needs to be added to a live chat channel.
 
-First, open the :menuselection:`Live Chat` application, and select the kanban card for a
-:guilabel:`Channel`, or create a :doc:`new one </applications/websites/livechat>`. Click on the
-:guilabel:`Channel Rules` tab. Then, open an existing rule, or create a new one by clicking
-:guilabel:`Add a line`.
+First, open the :menuselection:`Live Chat` application, find the Kanban card for the appropriate
+live chat channel, hover over it, and click the :guilabel:`⋮ (three dots)` icon to open the
+drop-down menu. Click :guilabel:`Configure Channel` to open the channel detail form.
 
-On the :guilabel:`Create Rules` pop-up detail form, choose the appropriate chatbot in the
-:guilabel:`Chatbot` field.
+.. note::
+   To create a new live chat channel, open the :menuselection:`Live Chat app` and click
+   :guilabel:`New`. See :doc:`Live Chat <../livechat>` for more information.
 
-If the chatbot should **only** be active if there are no available live chat operators, check the
+Click on the :guilabel:`Channel Rules` tab. Then, open an existing rule, or create a new one by
+clicking :guilabel:`Add a line`.
+
+On the :guilabel:`Create Rules` modal, choose the appropriate chatbot in the :guilabel:`Chatbot`
+field.
+
+If the chatbot should **only** be active if there are no live chat operators available, check the
 box labeled :guilabel:`Enabled only if no operator`.
 
 .. image:: chatbots/chatbot-add-to-channel.png