diff --git a/content/applications/productivity/discuss.rst b/content/applications/productivity/discuss.rst index 1e298d785..cac02b6d6 100644 --- a/content/applications/productivity/discuss.rst +++ b/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 diff --git a/content/applications/productivity/discuss/canned_responses.rst b/content/applications/productivity/discuss/canned_responses.rst new file mode 100644 index 000000000..813872dbe --- /dev/null +++ b/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 ` 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 ` 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 ` level. + +To view the *Groups* a user is a member of, first enable :ref:`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 +` 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 ` + - :doc:`Discuss <../discuss>` + - :ref:`Commands and Canned Responses ` diff --git a/content/applications/productivity/discuss/canned_responses/canned-response-sample.png b/content/applications/productivity/discuss/canned_responses/canned-response-sample.png new file mode 100644 index 000000000..cc83e99f0 Binary files /dev/null and b/content/applications/productivity/discuss/canned_responses/canned-response-sample.png differ diff --git a/content/applications/productivity/discuss/canned_responses/canned-responses-using.png b/content/applications/productivity/discuss/canned_responses/canned-responses-using.png new file mode 100644 index 000000000..6e5f48cb3 Binary files /dev/null and b/content/applications/productivity/discuss/canned_responses/canned-responses-using.png differ diff --git a/content/applications/productivity/discuss/canned_responses/shortcut-substitution.png b/content/applications/productivity/discuss/canned_responses/shortcut-substitution.png new file mode 100644 index 000000000..a44b4bf04 Binary files /dev/null and b/content/applications/productivity/discuss/canned_responses/shortcut-substitution.png differ