[IMP] Livechat: URL Regex clarification

closes odoo/documentation#10533

Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: Felicia Kuan <feku@odoo.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.rst

@@ -5,133 +5,155 @@
 Live Chat
 =========
 
-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.
+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.
+The **Live Chat** application is installed in multiple 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`.
+- Go to :menuselection:`Apps application`, search `Live Chat`, and click :guilabel:`Install`.
+- Go to the :menuselection:`Helpdesk app --> Configuration --> Teams` list view, select a team, and
+  on the team's settings page, tick the :guilabel:`Live Chat` checkbox, under the
+  :guilabel:`Channels` section.
+- In the :menuselection:`Website` app, go to :menuselection:`Configuration --> Settings`, scroll to
+  the :guilabel:`How to configure the Twitter API access` section, tick the :guilabel:`Livechat`
+  checkbox, 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.
+.. note::
+   After the **Live Chat** application is installed, a live chat *Channel* is created by default.
 
 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.
+To create a new live chat *Channel*, go to :menuselection:`Live Chat app --> New`. This opens 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.
+To configure the remaining tabs on the channel detail form (:ref:`Operators
+<livechat/operators-tab>`, :ref:`Options <livechat/options-tab>`, :ref:`Channel Rules
+<livechat/channel-rules-tab>`, and :ref:`Widget <livechat/widget-tab>`), follow the steps below.
 
-Operators
----------
+.. tip::
+   The channel detail form for any channel can be accessed by navigating back to the
+   :guilabel:`Website Live Chat Channels` dashboard, via the breadcrumbs. Click the Kanban card for
+   the appropriate live chat channel to open the channel detail form.
 
-*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.
+.. _livechat/operators-tab:
+
+Operators tab
+-------------
+
+*Operators* are the users who act as agents and respond to live chat requests from customers. When a
+user is added as an operator in a live chat channel, they can receive chats from website visitors
+wherever they are in the database. Chat windows 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).
+On the channel detail form, click the :guilabel:`Operators` tab. The user who originally created the
+live chat channel has been added as an operator by default.
 
 .. 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.
+   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 window.
+   In that pop-up window, adjust any information, as needed. Then, click :guilabel:`Save`, or click
+   :guilabel:`Remove` to remove that operator from the channel.
 
-Options
--------
+Click :guilabel:`Add` to reveal an :guilabel:`Add: Operators` pop-up window.
 
-The :guilabel:`Options` tab on the live chat channel details form contains the visual and text
+In the pop-up window, scroll to find the desired users, or enter their name in the search bar. Then,
+tick the checkbox next to the users to be added, and click :guilabel:`Select`.
+
+New operators can be created and added to the list directly from this pop-up window, as well, by
+clicking :guilabel:`New`, and filling out the :guilabel:`Create Operators` form. When the form is
+complete, click :guilabel:`Save & Close`, or :guilabel:`Save & New` for multiple record creations.
+
+.. danger::
+   Creating a new user can impact the status of an Odoo subscription, as the total number of users
+   in a database counts towards the billing rate. Proceed with caution before creating a new user.
+   If a user already exists, adding them as an operator does **not** alter the subscription or
+   billing rate for a database.
+
+.. _livechat/options-tab:
+
+Options tab
+-----------
+
+The :guilabel:`Options` tab on the live chat channel detail form contains the visual and text
 settings for the live chat window.
 
-Livechat button
-~~~~~~~~~~~~~~~
+.. _livechat/livechat-button:
 
-The *Livechat Button* is the icon that appears in the bottom corner of the website.
+Livechat Button section
+~~~~~~~~~~~~~~~~~~~~~~~
 
-.. image:: livechat/chat-button.png
+The *Livechat Button* is the icon that appears in the bottom-right corner of the website.
+
+.. figure:: livechat/chat-button.png
    :align: center
    :alt: View of an Odoo website emphasizing the livechat button.
 
+   The Live Chat button in the bottom-right corner of an Odoo website.
+
 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
+The :guilabel:`Livechat Button Color` alters the color of the live chat button as it appears on the
+website. To change the color, click on a color bubble to open the color selection window, then click
+and drag the circle along the color gradient. Click out of the selection window once complete. Click
+the :icon:`fa-refresh` :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
+   the color bubbles are clicked. Different options are available, depending on the operating
    system.
 
-Livechat window
-~~~~~~~~~~~~~~~
+Livechat Window section
+~~~~~~~~~~~~~~~~~~~~~~~
 
 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
+session. This message appears 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.
+type their replies. This message prompts the visitor to initiate the chat.
 
 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.
+Color` can be changed following the same steps as the :ref:`Livechat button
+<livechat/livechat-button>`.
 
 .. figure:: livechat/chat-window.png
    :align: center
 
    The Livechat Window with a purple header. The chat input placeholder reads "Ask Something..."
 
-Channel rules
--------------
+.. _livechat/channel-rules-tab:
 
-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).
+Channel Rules tab
+-----------------
 
-To create a new channel rule, click :guilabel:`Add a line`. This opens the :guilabel:`Open: Rules`
-pop-up.
+To configure which website user actions open the live chat window, go to the :guilabel:`Channel
+Rules` tab on the live chat channel detail form.
+
+To create a new channel rule, click :guilabel:`Add a line`. This opens the :guilabel:`Create Rules`
+pop-up window.
 
 .. image:: livechat/create-rules.png
    :align: center
@@ -140,69 +162,79 @@ pop-up.
 Create new rules
 ~~~~~~~~~~~~~~~~
 
-Fill out the fields on the :guilabel:`Open: Rules` pop-up as instructed below, then click
-:guilabel:`Save`.
+Fill out the fields on the :guilabel:`Create Rules` pop-up window as instructed below, then click
+:guilabel:`Save & Close`.
 
 .. 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:
+      The *Livechat Button* is the icon that appears in the bottom-right 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
+      - :guilabel:`Show`: displays the chat button on the page.
+      - :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
+      - :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).
+        field that appears when this option is selected).
+      - :guilabel:`Hide`: hides the chat button on the page.
 
    .. 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`.
+      To include a :doc:`Chatbot <livechat/chatbots>` on this channel, select it from the drop-down
+      menu. If the chatbot should only be active when no operators are active, tick the checkbox
+      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.
+      The *URL Regex* specifies the web pages where this rule should be applied. In the
+      :guilabel:`URL Regex` field, input the relative URL of the page where the chat button should
+      appear.
+
+      For example, to apply the rule to the URL, `https://mydatabse.odoo.com/shop`, enter `/shop`
+      to the :guilabel:`URL Regex` field.
+
+      To apply the rule to *all* pages on the database, enter `/` in the :guilabel:`URL Regex`
+      field.
 
    .. 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.
+      This field designates the amount of time (in seconds) a page should be open before the chat
+      window opens. This field **only** appears if the :guilabel:`Live Chat Button` for this rule is
+      set to :guilabel:`Open automatically`.
 
    .. 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.
+      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 is 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 </administration/on_premise/geo_ip>`.
+   To track the geographical location of visitors, *GeoIP* **must** be installed on the database.
+   While this feature is installed by default on *Odoo Online* databases, *On-Premise* databases
+   require additional :doc:`setup steps </administration/on_premise/geo_ip>`.
 
-Widget
-------
+.. _livechat/widget-tab:
 
-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.
+Widget tab
+----------
 
-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.
+The :guilabel:`Widget` tab on the live chat channel detail form provides the code for a website
+widget. This code can be added to a website to provide access to a live chat window.
+
+.. tip::
+   The live chat widget can be added to websites created through Odoo by navigating to
+   :menuselection:`Website app --> Configuration --> Settings`. Then, scroll to the
+   :menuselection:`How to configure the Twitter API access` section. In the :guilabel:`Channel`
+   field, 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.
+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.
+:guilabel:`Widget` tab. This link can be sent directly to a customer. When they click the link, they
+are redirected to a new chat window.
 
 .. image:: livechat/widget-code.png
    :align: center
@@ -245,11 +277,11 @@ If a users :guilabel:`Online Chat Name` is not set, the name displayed will defa
 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.
+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.
+Any channel where the user is currently active shows a :guilabel:`LEAVE` button. Click this button
+to disconnect from the channel.
 
 .. image:: livechat/leave-channel.png
    :align: center
@@ -267,8 +299,8 @@ screen, no matter where they are in the database. They can participate in conver
 leaving their current location.
 
 .. tip::
-   Conversations can also be accessed by clicking the :guilabel:`Conversations` icon in the
-   menu bar.
+   Conversations can also be accessed by clicking the :icon:`fa-comments` :guilabel:`(messages)`
+   icon in the menu bar.
 
    .. image:: livechat/menu-bar.png
       :align: center