[ADD] Discuss: New Canned Responses Doc

closes odoo/documentation#8695

Signed-off-by: Jessica Rogers (jero) <jero@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>
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jero-odoo 2024-04-17 10:50:34 -04:00
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discuss/team_communication
discuss/ice_servers
discuss/chatter
discuss/canned_responses

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================
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. Canned responses save time by allowing users to use shorthand phrases to populate longer
messages. This also limits the possibility of errors when typing out longer messages because these
are pre-set messages. This maintains consistency throughout customer interactions.
Canned responses consist of two main components: the *shortcut* and the *substitution*. The shortcut
is the keyword or key phrase that is to be replaced. The substitution is the longer message that
replaces the shortcut.
.. image:: canned_responses/canned-response-sample.png
:align: center
:alt: A live chat conversation using a canned response.
Canned responses are available :ref:`to use <discuss/use-cases>` in *Live Chat* conversations, the
*Discuss* app, and the *Chatter* composer. This includes direct message conversations, channel
conversations, and *WhatsApp* messages.
.. _discuss/created-canned-response:
Creating canned responses
=========================
Canned responses are managed through the *Discuss* application. To create a new canned response, or
manage the list of existing responses, navigate to :menuselection:`Discuss app --> Configuration
--> Canned Responses`.
Then, to create a new canned response, click :guilabel:`New` at the top-left of the list. Doing so
reveals a new blank line in the list.
Canned responses consist of two main components, a *shortcut* the user enters, and the
*substitution* that replaces the shortcut.
.. image:: canned_responses/shortcut-substitution.png
:align: center
:alt: A list of canned responses emphasizing the shortcut and substitution fields.
Type a shortcut command in the :guilabel:`Shortcut` field. Next, click on the
:guilabel:`Substitution` field, and type the message that will 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:`Created by` field automatically populates with the name of the user that creates a
new response. This field cannot be edited.
To :ref:`share <discuss/sharing-responses>` this response with other users, select one or more
groups in the :guilabel:`Authorized Group` field that should have access.
.. warning::
If the :guilabel:`Authorized Group` field is left blank, the response can **only** be used by the
user that created it.
Canned responses created by the database are automatically credited as created by *OdooBot*. They
must be assigned to an *authorized group* before they can be used by **any** users. To view the
responses created by *OdooBot*, navigate to :menuselection:`Discuss app --> Configuration -->
Canned Responses`. Click into the :guilabel:`Search..` bar, and remove any filters.
Lastly, the :guilabel:`Last Used` field keeps track of the date and time each response was most
recently used. This field cannot be edited.
.. _discuss/sharing-responses:
Share responses
===============
Canned responses, by default, are made available **only** to the user who creates them. To make a
canned response available for others to use, they need to be shared.
.. note::
Users with *Administrator* access rights can view and edit canned responses created by other
users through the *Discuss* app. However, they are **only** able to use them if they are included
in an authorized group that has been designated on that canned responses item line, located on
the :guilabel:`Canned Responses` page.
Access to shared responses is granted on the :ref:`groups <access-rights/groups>` level.
To view the *Groups* a user is a member of, first enable :ref:`Developer mode <developer-mode>`,
then navigate to :menuselection:`Settings app --> Users & Companies --> Users`. Select a user from
the list, and click to open their :guilabel:`User Record`. Then, click the :guilabel:`Groups` smart
button at the top of the page.
.. tip::
To view a list of users in a specific group, first enable :doc:`Developer mode
<../../general/developer_mode/>`. Next, navigate to :menuselection:`Settings app --> Users &
Companies --> Groups`. Select a group from the list, then click to open the :guilabel:`Group
Record`. A list of users is included on the :guilabel:`Users` tab.
After determining what groups should have access to a response, they **must** :ref:`be added
<discuss/created-canned-response>` to the :guilabel:`Authorized Groups` field for each canned
response.
.. note::
The user who created the response can use it, even if they are not a member of one of the
*Authorized Groups*.
.. _discuss/use-cases:
Use a canned response
=====================
Canned responses can be used in the *Discuss* app, in a *Live Chat* conversation, or on any record
that contains a *Chatter* composer. This includes direct message conversations, channel
conversations, and *WhatsApp* messages.
To use a canned response, type a colon (`:`) into a *Chatter* composer or chat window, followed by
the shortcut. Then press :kbd:`Enter`. This replaces the shortcut with the substitution, though the
response can still be edited before it is sent.
.. tip::
Typing `:` in the *Chatter* composer, or chat window, on its own generates a drop-down list of
available canned responses. A response can be selected from the list, in addition to the use of
shortcuts.
To search through the list of available responses, type `:`, followed by the first few letters of
the shortcut.
.. image:: canned_responses/canned-responses-using.png
:align: center
:alt: A live chat window with a list of all available canned responses.
.. seealso::
- :doc:`Chatter <chatter>`
- :doc:`Discuss <../discuss>`
- :ref:`Commands and Canned Responses <live-chat/canned-responses>`

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