diff --git a/content/applications/websites/livechat/responses.rst b/content/applications/websites/livechat/responses.rst index c4a7d3ca2..0bb1ad44c 100644 --- a/content/applications/websites/livechat/responses.rst +++ b/content/applications/websites/livechat/responses.rst @@ -4,7 +4,7 @@ Commands and canned responses In the Odoo *Live Chat* application, *commands* allow the user to perform specific actions both inside the chat window, and through other Odoo applications. The *Live Chat* app also includes -*canned responses*. These are customized, pre-configured substitutions that allow users to replace +*canned responses*. These are customized, preconfigured substitutions that allow users to replace shortcut entries in place of longer, well-thought out responses to some of the most common questions and comments. @@ -14,17 +14,23 @@ throughout their conversations. Execute a command ================= -Live chat *commands* are keywords that trigger pre-configured actions. When a live chat *operator* +Live chat *commands* are keywords that trigger preconfigured actions. When a live chat *operator* is participating in a conversation with a customer or website visitor, they can execute a command by typing `/`, followed by the command. Commands, and the resulting actions, are only visible in the conversation window for the live chat -operator. A customer will not see any commands that an operator uses in a conversation from their +operator. A customer does not see any commands that an operator uses in a conversation from their view of the chat. -.. image:: responses/responses-ticket-link.png - :align: center - :alt: View of the chat window with a helpdesk ticket created in Odoo Live Chat. +.. example:: + During a conversation with a customer, a live chat operator executes the command to :ref:`create + a ticket `. After entering the command, `/ticket`, the system automatically + creates a ticket with the information from the conversation. It also includes a link to the new + ticket, so the operator can go there directly to add any additional information, if necessary. + + .. image:: responses/responses-ticket-link.png + :align: center + :alt: View of the chat window with a helpdesk ticket created in Odoo Live Chat. More information about each available command can be found below. @@ -45,32 +51,30 @@ entry types an operator can make is displayed. :alt: View of the message generated from using the /help command in Odoo Live Chat. .. seealso:: - - :doc:`/applications/productivity/discuss` - - :doc:`/applications/productivity/discuss/team_communication` + - :doc:`/applications/productivity/discuss` + - :doc:`/applications/productivity/discuss/team_communication` -Helpdesk & Helpdesk search --------------------------- +Ticket & search tickets +----------------------- -The `/helpdesk` and `/helpdesk_search` commands allow operators to both create helpdesk tickets -directly from a conversation, and search through existing tickets by keyword or ticket number. +The `/ticket` and `/search_tickets` commands allow operators to create helpdesk tickets directly +from a conversation, and search through existing tickets by keyword or ticket number. .. important:: - The `/helpdesk` and `/helpdesk_search` commands can only be used if the *Helpdesk* app has been - installed, and *Live Chat* has been activated on a *Helpdesk* team. To activate :guilabel:`Live - Chat`, go to :menuselection:`Helpdesk application --> Configuration --> Teams`, and select a - team. Scroll to the :guilabel:`Channels` section and check the box labeled :guilabel:`Live Chat`. + The `/ticket` and `/search_tickets` commands can **only** be used if the *Helpdesk* app has been + installed, and *Live Chat* has been activated on a *Helpdesk* team. To activate *Live Chat*, go + to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`, and select a team. Scroll + to the :guilabel:`Channels` section, and check the box labeled, :guilabel:`Live Chat`. + +.. _live-chat/ticket: Create a ticket from a live chat ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ -If an operator types `/helpdesk` in the chat window, the conversation is used to create a *Helpdesk* +If an operator types `/ticket` in the chat window, the conversation is used to create a *Helpdesk* ticket. -.. important:: - In version 16.3, the command to create a new ticket is `/ticket`. This only applies to databases - running version 16.3. - -After entering the `/helpdesk` command, type a title for the ticket into the chat window, then press +After entering the `/ticket` command, type a title for the ticket into the chat window, then press `Enter`. .. image:: responses/helpdesk.png @@ -85,22 +89,18 @@ The transcript from the conversation will be added to the new ticket, under the :guilabel:`Description` tab. To access the new ticket, click on the link in the chat window, or go to the -:menuselection:`Helpdesk app` and click the :guilabel:`Tickets` button on the kanban card for the +:menuselection:`Helpdesk app`, and click the :guilabel:`Tickets` button on the Kanban card for the appropriate team. Search for a ticket from a live chat ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ -If an operator types `/helpdesk_search` in the chat window, they can search through *Helpdesk* -tickets by ticket number or keyword. +If an operator types `/search_tickets` in the chat window, they can search through *Helpdesk* +tickets, either by ticket number or keyword. -.. important:: - In version 16.3, the command to search through *Helpdesk* tickets is `/search_tickets`. This only - applies to databases running version 16.3. - -After entering the `/helpdesk_search` command, type a keyword or ticket number, then press `Enter`. -If one or more related tickets are found, a list of links will be generated in the conversation -window. +After entering the `/search_tickets` command, type a keyword or ticket number, then press +:kbd:`Enter`. If one or more related tickets are found, a list of links is generated in the +conversation window. .. image:: responses/helpdesk-search.png :align: center @@ -112,8 +112,8 @@ window. History ------- -If an operator types `/history` in the chat window, it will generate a list of the most recent pages -the visitor has viewed on the website (up to 15). +Typing `/history` in the chat window generates a list of the most recent pages the visitor has +viewed on the website (up to fifteen pages). .. image:: responses/responses-history.png :align: center @@ -160,9 +160,12 @@ end the conversation. Canned responses ================ -*Canned responses* are customizable inputs where a *shortcut* stands in for a longer response. An -operator will enter the shortcut, and it will automatically be replaced by the expanded -*substitution* response in the conversation. +*Canned responses* are customizable inputs, where a typed shortcut populates a longer response. A +user enters a keyword *shortcut*, which is then automatically replaced by the expanded +*substitution* response. The shortcut is the keyword or key phrase that is to be replaced. The +substitution is the longer message that replaces the shortcut. + +.. _livechat/created-canned-response: Create canned responses ----------------------- @@ -170,14 +173,19 @@ Create canned responses To create a new canned response, go to :menuselection:`Live Chat app --> Configuration --> Canned Responses --> New`. -From here, type the shortcut command into the :guilabel:`Shortcut` field. - -Then, click into the :guilabel:`Substitution` field, and enter the custom message that will be sent -to visitors in place of the shortcut. Click :guilabel:`Save`. +Type a shortcut command in the :guilabel:`Shortcut` field. Next, click the :guilabel:`Substitution` +field, and type the message that should replace the shortcut. .. tip:: - Try to connect the shortcut to the topic of the substitution. The easier it is for the operators - to remember, the easier it will be to use the canned responses in conversations. + Try to connect the shortcut to the topic of the substitution. Not only does this make it easier + to use the responses, it prevents the list of responses from becoming disorganized and + overwhelming. + +In the :guilabel:`Description` field, add any information that provides context for this response, +such as guidelines for when it should or should not be used. + +The :guilabel:`Last Used` field keeps track of the date and time each response was most recently +used. This field **cannot** be edited. 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