[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>

content/applications/productivity/discuss.rst

@@ -107,3 +107,4 @@ checking their *status*. The status is shown on the left side of a contact's nam
    discuss/team_communication
    discuss/ice_servers
    discuss/chatter
+   discuss/canned_responses

content/applications/productivity/discuss/canned_responses.rst

@@ -0,0 +1,134 @@
+================
+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>`