From c4d9aae9112061f4aaf1ea2c006b89e26107fce8 Mon Sep 17 00:00:00 2001 From: jero-odoo Date: Thu, 8 Aug 2024 14:25:27 +0000 Subject: [PATCH] [IMP] Livechat: Commands channel update closes odoo/documentation#10688 X-original-commit: 34ffcdfa58bc38b07206efd910d15664e8aef571 Signed-off-by: Samuel Lieber (sali) Signed-off-by: Jessica Rogers (jero) --- .../websites/livechat/responses.rst | 47 ++++++------------ .../livechat/responses/responses-help.png | Bin 6566 -> 0 bytes 2 files changed, 16 insertions(+), 31 deletions(-) delete mode 100644 content/applications/websites/livechat/responses/responses-help.png diff --git a/content/applications/websites/livechat/responses.rst b/content/applications/websites/livechat/responses.rst index 0bb1ad44c..df8b61d33 100644 --- a/content/applications/websites/livechat/responses.rst +++ b/content/applications/websites/livechat/responses.rst @@ -2,8 +2,8 @@ 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 +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. @@ -42,14 +42,9 @@ 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` @@ -61,10 +56,10 @@ The `/ticket` and `/search_tickets` commands allow operators to create helpdesk from a conversation, and search through existing tickets by keyword or ticket number. .. important:: - 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`. + 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: @@ -89,7 +84,7 @@ 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 @@ conversation window. History ------- -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). +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 @@ viewed on the website (up to fifteen pages). 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 @@ -160,12 +155,9 @@ end the conversation. Canned responses ================ -*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: +*Canned responses* are customizable inputs where a *shortcut* stands in for a longer response. An +operator will enter the shortcut, and it is automatically replaced by the expanded *substitution* +response in the conversation. Create canned responses ----------------------- @@ -177,15 +169,8 @@ Type a shortcut command in the :guilabel:`Shortcut` field. Next, click the :guil field, and type the message that should replace the shortcut. .. tip:: - 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. + Try to connect the shortcut to the topic of the substitution. The easier it is for the operators + to remember, the easier it is to use the canned responses in conversations. 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