diff --git a/content/applications/websites/livechat.rst b/content/applications/websites/livechat.rst index 390e16231..e55c47281 100644 --- a/content/applications/websites/livechat.rst +++ b/content/applications/websites/livechat.rst @@ -47,9 +47,9 @@ To configure the remaining tabs on the channel detail form (:ref:`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. Find the Kanban card for - the appropriate live chat channel, hover over it, and then click on the :guilabel:`⋮ (three - dots)` icon to open the drop-down menu. Click :guilabel:`Configure Channel` to open the channel - detail form. + the appropriate live chat channel, hover over it, and then click on the :icon:`fa-ellipsis-v` + :guilabel:`(vertical ellipsis)` icon to open the drop-down menu. Click :guilabel:`Configure + Channel` to open the channel detail form. .. _livechat/operators-tab: @@ -113,8 +113,8 @@ text bubble when the live chat button appears on the website. 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 :guilabel:`🔁 (refresh)` icon to the right of the color bubbles to reset the colors to the -default selection. +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, @@ -239,100 +239,12 @@ are redirected to a new chat window. :align: center :alt: View of the widget tab for Odoo Live Chat. -Participate in a conversation -============================= - -As explained above, *operators* are the users who 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 may choose to update their *Online Chat Name*. This -is the name that is displayed to site visitors in the live chat conversation. - -To update the :guilabel:`Online Chat Name`, click on the user avatar in the top-right corner of any -page in the database. Select :guilabel:`My Profile` from the drop-down menu to open the profile -page. On the right side of the :guilabel:`Preferences` tab, locate the :guilabel:`Online Chat Name` -field, and enter a preferred name. - -If a user's :guilabel:`Online Chat Name` is not set, the name displayed defaults to the user's name -that is designated on their profile page. - -.. 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. - -Set online chat languages -------------------------- - -If an operator speaks multiple languages, they can add this information to their user profile. This -information can then be used to determine what conversations the operator is assigned. A visitor's -language is determined, via their browser's language settings. - -To add *Online Chat Languages*, click on the user avatar in the top-right corner of any page in the -database. Select :guilabel:`My Profile` from the drop-down menu to open the profile page. On the -right side of the :guilabel:`Preferences` tab, click into the :guilabel:`Online Chat Language` -field, and select one or more languages from the drop-down menu. - -.. note:: - Conversations are assigned to operators based on a number of criteria, including availability and - the number of ongoing conversations. While the operator's main language and additional languages - are taken into consideration, they do **not** supersede all other criteria. - -Join or leave a channel ------------------------ - -To join a live chat channel, go to the :menuselection:`Live Chat app --> Channels`, and click the -:guilabel:`Join` button on the Kanban card for the appropriate 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 - :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 are considered - disconnected, and subsequently removed from the channel. - -Manage live chat requests -------------------------- - -When an operator is active in a channel, chat windows 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:`(comments)` icon in the menu bar. - bar. - - .. image:: livechat/menu-bar.png - :align: center - :alt: View of the menu bar in Odoo emphasizing the comments icon. - -Live chat conversations can also be viewed by navigating to :menuselection:`Discuss app`. New -conversations appear in bold under the :guilabel:`LIVECHAT` heading, located 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 opens the conversation. From this -view, an operator can participate in the chat the same as they would in the normal chat window. - .. seealso:: - :doc:`../productivity/discuss` - :doc:`livechat/responses` - :doc:`livechat/ratings` - :doc:`livechat/chatbots` + - :doc:`livechat/participate` .. toctree:: :titlesonly: @@ -341,3 +253,4 @@ view, an operator can participate in the chat the same as they would in the norm livechat/responses livechat/chatbots livechat/reports + livechat/participate diff --git a/content/applications/websites/livechat/participate.rst b/content/applications/websites/livechat/participate.rst new file mode 100644 index 000000000..4aad91701 --- /dev/null +++ b/content/applications/websites/livechat/participate.rst @@ -0,0 +1,98 @@ +======================== +Participate in live chat +======================== + +*Operators* are the users who respond to live chat requests from customers and website visitors. 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 may choose to update their *Online Chat Name*. This +is the name displayed to site visitors in the live chat conversation. + +To update the *Online Chat Name*, click on the user avatar in the top-right corner of any page in +the database. Select :guilabel:`My Profile` from the drop-down menu to open the profile page. On the +right side of the :guilabel:`Preferences` tab, locate the :guilabel:`Online Chat Name` field, and +enter a preferred name. + +If a user's :guilabel:`Online Chat Name` is not set, the name displayed defaults to the user's name +that is designated on their profile page. + +.. 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:: participate/online-chat-name.png + :align: center + :alt: View of user profile in Odoo, emphasizing the Online Chat name field. + +Set online chat languages +------------------------- + +If an operator speaks multiple languages, they can add this information to their user profile. This +information can then be used to determine which conversations the operator is assigned. A visitor's +language is determined via their browser's language settings. + +.. note:: + Conversations are assigned to operators based on a number of criteria, including availability and + the number of ongoing conversations. While the operator's main language and additional languages + are taken into consideration, they do **not** supersede all other criteria. + +To add *Online Chat Languages*, click on the user avatar in the top-right corner of any page in the +database. Select :guilabel:`My Profile` from the drop-down menu to open the profile page. On the +right side of the :guilabel:`Preferences` tab, click into the :guilabel:`Online Chat Language` +field, and select one or more languages from the drop-down menu. + +.. important:: + Only :doc:`languages <../../general/users/language>` that are enabled on the database can be + selected in the :guilabel:`Online Chat Language` field. + +Join or leave a channel +----------------------- + +To join a live chat channel, go to the :menuselection:`Live Chat app --> Channels`, and click the +:guilabel:`Join` button on the Kanban card for the appropriate channel. + +Any channel where the user is currently active shows a :guilabel:`Leave` button. Click this button +to disconnect from the channel. + +.. image:: participate/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 are considered + disconnected, and subsequently removed from the channel. + +Manage live chat requests +------------------------- + +When an operator is active in a channel, chat windows open in the bottom-right corner of the +screen, no matter where they are in the database. This allows them to access other pages and apps, +while still participating in the conversation. + +.. tip:: + Conversations can also be accessed by clicking the :icon:`fa-comments` :guilabel:`(messages)` + icon in the menu bar. + + .. image:: participate/menu-bar.png + :align: center + :alt: View of the menu bar in Odoo emphasizing the comments icon. + +Live chat conversations can also be viewed by navigating to the :menuselection:`Discuss app`. New +conversations appear in bold under the :guilabel:`LIVECHAT` heading, located along the left panel. + +.. image:: participate/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 opens the conversation. From this +view, an operator can participate in the chat the same as they would in the normal chat window. + +.. seealso:: + - :doc:`../../productivity/discuss` + - :doc:`../livechat` + - :doc:`../livechat/responses` diff --git a/content/applications/websites/livechat/leave-channel.png b/content/applications/websites/livechat/participate/leave-channel.png similarity index 100% rename from content/applications/websites/livechat/leave-channel.png rename to content/applications/websites/livechat/participate/leave-channel.png diff --git a/content/applications/websites/livechat/managing-chat-responses.png b/content/applications/websites/livechat/participate/managing-chat-responses.png similarity index 100% rename from content/applications/websites/livechat/managing-chat-responses.png rename to content/applications/websites/livechat/participate/managing-chat-responses.png diff --git a/content/applications/websites/livechat/menu-bar.png b/content/applications/websites/livechat/participate/menu-bar.png similarity index 100% rename from content/applications/websites/livechat/menu-bar.png rename to content/applications/websites/livechat/participate/menu-bar.png diff --git a/content/applications/websites/livechat/online-chat-name.png b/content/applications/websites/livechat/participate/online-chat-name.png similarity index 100% rename from content/applications/websites/livechat/online-chat-name.png rename to content/applications/websites/livechat/participate/online-chat-name.png