[IMP] live chat:update getting started doc

closes odoo/documentation#4881

X-original-commit: c24f4b237e
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>

content/applications/websites/livechat.rst

@@ -5,80 +5,289 @@
 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.
+Odoo *Live Chat* allows users to communicate with website visitors in real time. With *Live Chat*,
+leads can be qualified for their sales potential, support questions can be answered quickly, and
+issues can be directed to the appropriate team for further investigation (or follow up). *Live Chat*
+also provides the opportunity for instant feedback from customers.
+
+Enable Live Chat
+================
+
+In order to enable *Live Chat*, the *Live Chat* application needs to be installed. This can be done
+in one of two ways.
+
+- Go to :menuselection:`Apps --> Live Chat` and click :guilabel:`Install`.
+- In the :menuselection:`Website` application, go to :menuselection:`Configuration --> Settings`,
+  scroll to the :guilabel:`Email & Marketing` section, check the box next to :guilabel:`Livechat`,
+  and click :guilabel:`Save`.
+
+.. image:: livechat/enable-setting.png
+   :align: center
+   :alt: View of the settings page and the live chat feature for Odoo Live Chat.
+
+After the :guilabel:`Live Chat` application is installed, a live chat :guilabel:`Channel` will be
+created by default and automatically selected in the drop-down.
+
+Create a new live chat channel
+==============================
+
+To create a new live chat *Channel*, go to :menuselection:`Main Odoo Dashboard --> Live Chat app -->
+New`. This will open a blank channel detail form. Enter the name of the new channel in the
+:guilabel:`Channel Name` field.
+
+.. image:: livechat/open-channel.png
+   :align: center
+   :alt: View of a live chat channel form for Odoo Live Chat.
+
+To configure the remaining tabs on the channel detail form (:guilabel:`Operators`,
+:guilabel:`Options`, :guilabel:`Channel Rules`, and :guilabel:`Widgets`), follow the steps below.
+
+Operators
+---------
+
+*Operators* are the users who will respond to live chat requests from customers. When a user is
+added as an operator in a live chat channel, they will be able to receive chats from website
+visitors wherever they are in the database. Chat windows will open in the bottom right corner of the
+screen.
+
+.. image:: livechat/pop-up.png
+   :align: center
+   :alt: View of a live chat pop up window in an Odoo database.
+
+The user who originally created the live chat channel will be added as an operator by default.
+
+To add additional users, navigate back to the :guilabel:`Website Live Chat Channels` dashboard via
+the breadcrumbs and click on the appropriate :guilabel:`Live Chat Channel`. Then, on the channel
+detail form, under the :guilabel:`Operators` tab, click :guilabel:`ADD` to reveal an :guilabel:`Add:
+Operators` pop-up window.
+
+In the pop-up window, search for the desired user(s). Then, click the checkbox next to the user(s)
+to be added, and click :guilabel:`SELECT`.
+
+New operators can be created and added to the list directly from this pop-up, as well, by clicking
+:guilabel:`New`, and filling out the :guilabel:`Create Operators` pop-up form. When the form is
+complete, click :guilabel:`SAVE & CLOSE` (or :guilabel:`SAVE & NEW` for multiple record creations).
+
+.. note::
+   Current operators can be edited (or removed) by clicking on their respective boxes in the
+   :guilabel:`Operators` tab, which reveals a separate :guilabel:`Open: Operators` pop-up. In that
+   pop-up, adjust any information as needed, and click :guilabel:`Save`, or click :guilabel:`Remove`
+   to remove that operator from the channel.
+
+Options
+-------
+
+The :guilabel:`Options` tab on the live chat channel details form contains the visual and text
+settings for the live chat window.
+
+Livechat button
+~~~~~~~~~~~~~~~
+
+The *Livechat Button* is the icon that appears in the bottom corner of the website.
+
+.. image:: livechat/chat-button.png
+   :align: center
+   :alt: View of an Odoo website emphasizing the livechat button.
+
+Change the text in the :guilabel:`Text of the Button` field to update the greeting displayed in the
+text bubble when the live chat button appears on the website.
+
+Change the :guilabel:`Livechat Button Color` by clicking a color bubble to open the color selection
+window. Click the :guilabel:`🔄 (refresh)` icon to the right of the color bubbles to reset the
+colors to the default selection.
+
+.. tip::
+   Color selection, for the button or header, can be made manually using a slider or through RGB,
+   HSL, or HEX color code entries from the pop-up color selection window that appears when either of
+   the color bubbles are clicked. Different options will be available, depending on your operating
+   system.
+
+Livechat window
+~~~~~~~~~~~~~~~
+
+The *Livechat Window* is the space where the live chat conversation with website visitors takes
+place.
+
+Edit the :guilabel:`Welcome Message` to change the message a visitor sees when they open a new chat
+session. This message will appear as though it is sent by a live chat operator, and acts as both a
+greeting and an invitation to continue the conversation.
+
+Edit the :guilabel:`Chat Input Placeholder` to alter the text that appears in the box where visitors
+will type their replies.
+
+The *Channel Header* is the colored bar at the top of the chat window. The :guilabel:`Channel Header
+Color` can be changed following the same steps as the *Livechat Button Color* above.
+
+.. figure:: livechat/chat-window.png
+   :align: center
+
+   The Livechat Window with a purple header. The chat input placeholder reads "Ask Something..."
+
+Channel rules
+-------------
+
+The :guilabel:`Channel Rules` tab on the live chat channel details form determines when the *Live
+Chat Window* opens on the website, by configuring when a :guilabel:`URL Regex` action is triggered
+(e.g., a page visit).
+
+To create a new channel rule, click :guilabel:`Add a line`. This opens the :guilabel:`Open: Rules`
+pop-up.
+
+.. image:: livechat/create-rules.png
+   :align: center
+   :alt: View of a channel's rules form for Odoo Live Chat.
+
+Create new rules
+~~~~~~~~~~~~~~~~
+
+Fill out the fields on the :guilabel:`Open: Rules` pop-up as instructed below, then click
+:guilabel:`Save`.
+
+.. tabs::
+
+   .. tab:: Live Chat Button
+
+      The *Livechat Button* is the icon that appears in the bottom corner of the website. Select
+      from one of the following display options:
+
+      - :guilabel:`Show` displays the chat button on the page(s).
+      - :guilabel:`Show with notification` displays the chat button, as well as a floating text
+        bubble next to the button.
+      - :guilabel:`Open automatically` displays the button and automatically opens the chat window
+        after a specified amount of time (designated in the :guilabel:`Open automatically timer`
+        field).
+      - :guilabel:`Hide` hides the chat button on the page(s).
+
+   .. tab:: Chatbot
+
+      If a *Chatbot* will be included on this channel, select it from the dropdown. If the chatbot
+      will only be active when no operators are active, check the box labeled :guilabel:`Enabled
+      only if no operator`.
+
+   .. tab:: URL Regex
+
+      In the :guilabel:`URL Regex` field, input the relative URL of the page where the chat button
+      should appear.
+
+   .. tab:: Open automatically timer
+
+      This field designates the amount of time (in seconds) a page will be open before the chat
+      window will open. If the :guilabel:`Livechat Button` for this rule is not set to
+      :guilabel:`Open automatically`, this field will be ignored.
+
+   .. tab:: Country
+
+      If this channel should only be available to site visitors in specific countries, add them to
+      the :guilabel:`Country` field. If this field is left blank, the channel will be available to
+      all site visitors, regardless of location.
+
+.. note::
+   In order to track the geographical location of visitors, :guilabel:`GeoIP` must be installed on
+   the database. While this feature is installed by default on *Odoo Online*, *On-Premise* databases
+   will require additional :doc:`setup steps
+   </applications/websites/website/configuration/on-premise_geo-ip-installation>`.
+
+Widget
+------
+
+The :guilabel:`Widget` tab on the live chat channel details form provides the shortcode for an
+embeddable website widget. This code can be added to a website to provide access to a live chat
+window.
+
+The live chat widget can be added to websites created through Odoo by navigating to the
+:menuselection:`Website --> Configuration --> Settings`. Then scroll to the :guilabel:`Livechat`
+section, and select the channel to add to the site. Click :guilabel:`Save` to apply.
+
+To add the widget to a website created on a third-party platform, click the first :guilabel:`COPY`
+button on the :guilabel:`Widget` tab and paste the code into the `<head>` tag on the site.
+
+Likewise, to send a live chat session to a customer, click the second :guilabel:`COPY` button on the
+:guilabel:`Widget` tab. This link can be sent directly to a customer, and once they click the link,
+it will open a new chat.
+
+.. image:: livechat/widget-code.png
+   :align: center
+   :alt: View of the widget tab for Odoo Live Chat.
+
+Participate in a conversation
+=============================
+
+As explained above, *operators* are the users who will respond to live chat requests from customers.
+The information below outlines the necessary steps for operators participating in live chat
+conversations on an Odoo database.
+
+Set an online chat name
+-----------------------
+
+Before participating in a live chat, operators should update their *Online Chat Name*. This is the
+name that will be displayed to site visitors in the live chat conversation.
+
+To update the :guilabel:`Online Chat Name`, click on the user name in the upper-right corner of any
+page in the database. Select :guilabel:`My Profile` to open the Profile page. On the right side of
+the :guilabel:`Preferences` tab, locate the :guilabel:`Online Chat Name` field and enter the
+preferred name.
+
+.. image:: livechat/my-profile.png
+   :align: center
+   :alt: View of the My Profile option in Odoo.
+
+If a users :guilabel:`Online Chat Name` is not set, the name displayed will default to the
+:guilabel:`User Name`.
+
+.. example::
+   A user has their full name as their :guilabel:`User Name`, but they do not want to include their
+   last name in a live chat conversation. They would then set their :guilabel:`Online Chat Name` to
+   include only their first name.
+
+   .. image:: livechat/online-chat-name.png
+      :align: center
+      :alt: View of user profile in Odoo, emphasizing the Online Chat name field.
+
+Join or leave a channel
+-----------------------
+
+To join a live chat channel, go to the :menuselection:`Live Chat` app and click the :guilabel:`JOIN`
+button on the kanban card for the appropriate channel.
+
+Any channel where the user is currently active will show a :guilabel:`LEAVE` button. Click this
+button to disconnect from the channel.
+
+.. image:: livechat/leave-channel.png
+   :align: center
+   :alt: View of a channel form and the option to join a channel for Odoo Live Chat.
+
+.. important::
+   *Operators* that do not show any activity in Odoo for more than thirty minutes will be considered
+   disconnected, and subsequently removed from the channel.
+
+Manage live chat requests
+-------------------------
+
+When an operator is active in a channel, chat windows will open in the bottom right corner of the
+screen, no matter where they are in the database. They can participate in conversations without
+leaving their current location.
+
+.. tip::
+   Conversations can also be accessed by clicking the :guilabel:`Conversations` icon in the
+   menu bar.
+
+   .. image:: livechat/menu-bar.png
+      :align: center
+      :alt: View of the menu bar in Odoo emphasizing the conversations icon.
+
+Live chat conversations can also be viewed by navigating to :menuselection:`Dashboard --> Discuss`.
+New conversations will appear in bold under the :guilabel:`LIVECHAT` heading along the left panel.
+
+.. image:: livechat/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 will open the conversation. From this
+view, an operator can participate in the chat the same as they would in the normal chat window.
 
 .. seealso::
-   - `Live Chat: product page <https://www.odoo.com/app/live-chat>`_
-   - :doc:`livechat/ratings`
-   - :doc:`livechat/responses`
-
-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:: livechat/livechat_settings.png
-   :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:: livechat/channels.png
-   :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:: livechat/rules.png
-   :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:: livechat/widget.png
-   :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:: livechat/discuss.png
-   :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:: livechat/joinchannel.png
-   :alt: View of a channel form and the option to join a channel for Odoo Live Chat
+   - :doc:`Get Started with Discuss </applications/productivity/discuss/overview/get_started>`
+   - :doc:`/applications/websites/livechat/responses`
 
 .. toctree::
    :titlesonly: