diff --git a/content/applications/websites/livechat/responses.rst b/content/applications/websites/livechat/responses.rst index c45f727b3..f1ba4a7f0 100644 --- a/content/applications/websites/livechat/responses.rst +++ b/content/applications/websites/livechat/responses.rst @@ -2,9 +2,9 @@ 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 +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, 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. @@ -14,7 +14,7 @@ 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. @@ -36,14 +36,9 @@ entry types an operator can make is displayed. - Type `@username` to mention a user in the conversation. A notification will be sent to that user's inbox or email, depending on their notification settings. -- Type `#channel` to mention a *Discuss* channel. - Type `/command` to execute a command. - Type `:shortcut` to insert a :ref:`canned response `. -.. image:: responses/responses-help.png - :align: center - :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` @@ -55,7 +50,7 @@ The `/helpdesk` and `/helpdesk_search` commands allow operators to both create h 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 + 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`. @@ -85,7 +80,7 @@ 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 @@ -112,8 +107,8 @@ 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). +If an operator types `/history` in the chat window, it generates a list of the most recent pages the +visitor has viewed on the website (up to 15). .. image:: responses/responses-history.png :align: center @@ -122,14 +117,14 @@ the visitor has viewed on the website (up to 15). Lead ---- -By typing `/lead` in the chat window, an operator can create a *lead* in the *CRM* application. +By typing `/lead` in the chat window, an operator can create a *lead* in the **CRM** application. .. image:: responses/responses-lead.png :align: center :alt: View of the results from a /lead command in a Live Chat conversation. .. important:: - The `/lead` command can only be used if the *CRM* app has been installed. + The `/lead` command can only be used if the **CRM** app has been installed. After typing `/lead`, create a title for this new lead, then press `Enter`. A link with the lead title appears. Click the link, or navigate to the :menuselection:`CRM` app to view the @@ -161,8 +156,8 @@ 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. +operator will enter the shortcut, and it is automatically replaced by the expanded *substitution* +response in the conversation. Create canned responses ----------------------- @@ -177,7 +172,7 @@ to visitors in place of the shortcut. Click :guilabel:`Save`. .. 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. + to remember, the easier it is to use the canned responses in conversations. Use canned responses in a live chat conversation ------------------------------------------------ diff --git a/content/applications/websites/livechat/responses/responses-help.png b/content/applications/websites/livechat/responses/responses-help.png deleted file mode 100644 index f2958bc1a..000000000 Binary files a/content/applications/websites/livechat/responses/responses-help.png and /dev/null differ