[MOV] live chat: structure
task-3269837 closes odoo/documentation#4107 Signed-off-by: Castillo Jonathan (jcs) <jcs@odoo.com>
@ -120,7 +120,7 @@ Live Chat
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The *Live Chat* feature allows website visitors to connect directly with a support agent or chatbot.
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The *Live Chat* feature allows website visitors to connect directly with a support agent or chatbot.
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During these conversations, *Helpdesk* tickets can be instantly created by using the
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During these conversations, *Helpdesk* tickets can be instantly created by using the
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:doc:`response command </applications/websites/livechat/overview/responses>` `/helpdesk`.
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:doc:`response command </applications/websites/livechat/responses>` `/helpdesk`.
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To enable *Live Chat*, navigate to the :menuselection:`Configuration --> Teams` list view, select a
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To enable *Live Chat*, navigate to the :menuselection:`Configuration --> Teams` list view, select a
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team, and on the :guilabel:`Teams` settings page, click the check box next to :guilabel:`Live Chat`,
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team, and on the :guilabel:`Teams` settings page, click the check box next to :guilabel:`Live Chat`,
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@ -259,7 +259,7 @@ Create a support ticket from a live chat session
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Once live chat is enabled, operators will be able to communicate with site visitors in real time.
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Once live chat is enabled, operators will be able to communicate with site visitors in real time.
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During the conversation, an operator can use the shortcut :doc:`command
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During the conversation, an operator can use the shortcut :doc:`command
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</applications/websites/livechat/overview/responses>` `/helpdesk` to create a ticket without leaving
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</applications/websites/livechat/responses>` `/helpdesk` to create a ticket without leaving
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the chat window. The transcript from the conversation will be added to the new ticket, under the
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the chat window. The transcript from the conversation will be added to the new ticket, under the
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:guilabel:`Description` tab.
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:guilabel:`Description` tab.
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@ -290,4 +290,4 @@ appropriate number of stars on the kanban card, or on the ticket.
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.. seealso::
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.. seealso::
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- :doc:`/applications/services/helpdesk/advanced/close_tickets`
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- :doc:`/applications/services/helpdesk/advanced/close_tickets`
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- :doc:`/applications/general/email_communication/email_servers`
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- :doc:`/applications/general/email_communication/email_servers`
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- :doc:`/applications/websites/livechat/overview/get_started`
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- :doc:`/applications/websites/livechat`
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@ -32,9 +32,9 @@ A chatbot is available and can simulate a human-like conversation with website v
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messages in a chat box.
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messages in a chat box.
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.. seealso::
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.. seealso::
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- :doc:`../../livechat/overview/get_started`
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- :doc:`../../livechat`
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- :doc:`../../livechat/overview/ratings`
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- :doc:`../../livechat/ratings`
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- :doc:`../../livechat/overview/responses`
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- :doc:`../../livechat/responses`
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.. _contact-form:
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.. _contact-form:
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@ -1,16 +1,87 @@
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:nosearch:
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:show-content:
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:show-content:
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:hide-page-toc:
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:show-toc:
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:show-toc:
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=========
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=========
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Live Chat
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Live Chat
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=========
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=========
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Live Chat has the highest satisfaction rating of any communication tool. It allows fast responses
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and it is accessible and convenient, as your customers can keep doing what they are doing while
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interacting with you. Remember: your customers want to talk to you, so let's make it easy.
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.. seealso::
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.. seealso::
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- `Live Chat: product page <https://www.odoo.com/app/live-chat>`_
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- `Live Chat: product page <https://www.odoo.com/app/live-chat>`_
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- :doc:`livechat/ratings`
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- :doc:`livechat/responses`
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Set up
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======
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Once *Live Chat* is installed on your database, if your website was created with Odoo, the
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application is automatically added to it. All that is left to do is to go to
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:menuselection:`Website --> Configuration --> Settings --> Live Chat`.
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.. image:: livechat/livechat_settings.png
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:height: 300
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:alt: View of the settings page and the live chat feature for Odoo Live Chat
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Select the channel to be linked to your website or create one on the fly.
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.. image:: livechat/channels.png
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:alt: View of a live chat channel form for Odoo Live Chat
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| For both scenarios, under:
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| - **Operators**: add agents to respond to the chat requests. Add as many as you like, and keep in
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mind that operators that do not show any activity in Odoo for more than 30min are considered
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disconnected.
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| - **Options**: set the default text to be shown on the live chat button; an automated welcome
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message to be seen by visitors when a conversation is initiated, and the text that prompts the
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user to initiate a chat.
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| - **Channel Rules**: choose an action for a given URL, and/or per country. In the example below,
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the chat window automatically pops-up 3 seconds after users (from any country) land on the
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contact us page.
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.. image:: livechat/rules.png
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:alt: View of a channel’s rules form for Odoo Live Chat
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.. note::
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GeoIP, which refers to the process of finding a computer terminal’s geographical location by its
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IP address, must be installed on your server. Otherwise, under *Channel Rules*, countries are
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not taken into account.
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External options
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----------------
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| If your website was not created with Odoo, you can find the code to be added to your own, under
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the *Widget* tab.
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| Odoo also offers an URL you can send to users so they can have access to a single live chat page.
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.. image:: livechat/widget.png
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:alt: View of the widget tab for Odoo Live Chat
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Managing chat requests
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======================
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Conversations initiated by visitors pop up as a direct message, and are shown in *Discuss*.
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Therefore, inquiries can be answered wherever you are in Odoo.
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.. image:: livechat/discuss.png
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:alt: View of the discuss application with a message sent through live chat in Odoo
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.. note::
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Conversations are dispatched based on the current workload of the online operators.
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Leave or join a channel
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=======================
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Go to :menuselection:`Website --> Configuration --> Settings`, access your channel under
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*Live Chat*, and *Join Channel* or *Leave Channel*.
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.. image:: livechat/joinchannel.png
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:alt: View of a channel form and the option to join a channel for Odoo Live Chat
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.. toctree::
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.. toctree::
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:titlesonly:
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:titlesonly:
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livechat/overview
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livechat/ratings
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livechat/responses
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Before Width: | Height: | Size: 37 KiB After Width: | Height: | Size: 37 KiB |
Before Width: | Height: | Size: 42 KiB After Width: | Height: | Size: 42 KiB |
Before Width: | Height: | Size: 44 KiB After Width: | Height: | Size: 44 KiB |
Before Width: | Height: | Size: 26 KiB After Width: | Height: | Size: 26 KiB |
@ -1,12 +0,0 @@
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:nosearch:
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========
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Overview
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========
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.. toctree::
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:titlesonly:
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overview/get_started
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overview/ratings
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overview/responses
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@ -1,83 +0,0 @@
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==========================
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Get Started with Live Chat
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==========================
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Live Chat has the highest satisfaction rating of any communication tool. It allows fast responses
|
|
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and it is accessible and convenient, as your customers can keep doing what they are doing while
|
|
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interacting with you. Remember: your customers want to talk to you, so let's make it easy.
|
|
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|
|
||||||
Set up
|
|
||||||
======
|
|
||||||
|
|
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Once *Live Chat* is installed on your database, if your website was created with Odoo, the
|
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application is automatically added to it. All that is left to do is to go to
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:menuselection:`Website --> Configuration --> Settings --> Live Chat`.
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.. image:: get_started/livechat_settings.png
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:align: center
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:height: 300
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:alt: View of the settings page and the live chat feature for Odoo Live Chat
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Select the channel to be linked to your website or create one on the fly.
|
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.. image:: get_started/channels.png
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:align: center
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:alt: View of a live chat channel form for Odoo Live Chat
|
|
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|
|
||||||
| For both scenarios, under:
|
|
||||||
| - **Operators**: add agents to respond to the chat requests. Add as many as you like, and keep in
|
|
||||||
mind that operators that do not show any activity in Odoo for more than 30min are considered
|
|
||||||
disconnected.
|
|
||||||
| - **Options**: set the default text to be shown on the live chat button; an automated welcome
|
|
||||||
message to be seen by visitors when a conversation is initiated, and the text that prompts the
|
|
||||||
user to initiate a chat.
|
|
||||||
| - **Channel Rules**: choose an action for a given URL, and/or per country. In the example below,
|
|
||||||
the chat window automatically pops-up 3 seconds after users (from any country) land on the
|
|
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contact us page.
|
|
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|
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.. image:: get_started/rules.png
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:align: center
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:alt: View of a channel’s rules form for Odoo Live Chat
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|
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|
|
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.. note::
|
|
||||||
GeoIP, which refers to the process of finding a computer terminal’s geographical location by its
|
|
||||||
IP address, must be installed on your server. Otherwise, under *Channel Rules*, countries are
|
|
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not taken into account.
|
|
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|
|
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External options
|
|
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----------------
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|
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|
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| If your website was not created with Odoo, you can find the code to be added to your own, under
|
|
||||||
the *Widget* tab.
|
|
||||||
| Odoo also offers an URL you can send to users so they can have access to a single live chat page.
|
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.. image:: get_started/widget.png
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:align: center
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:alt: View of the widget tab for Odoo Live Chat
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|
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Managing chat requests
|
|
||||||
======================
|
|
||||||
|
|
||||||
Conversations initiated by visitors pop up as a direct message, and are shown in *Discuss*.
|
|
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Therefore, inquiries can be answered wherever you are in Odoo.
|
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||||||
|
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.. image:: get_started/discuss.png
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:align: center
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:alt: View of the discuss application with a message sent through live chat in Odoo
|
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.. note::
|
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Conversations are dispatched based on the current workload of the online operators.
|
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||||||
|
|
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Leave or join a channel
|
|
||||||
=======================
|
|
||||||
|
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||||||
Go to :menuselection:`Website --> Configuration --> Settings`, access your channel under
|
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*Live Chat*, and *Join Channel* or *Leave Channel*.
|
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.. image:: get_started/joinchannel.png
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:align: center
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:alt: View of a channel form and the option to join a channel for Odoo Live Chat
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.. seealso::
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- :doc:`ratings`
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- :doc:`responses`
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Before Width: | Height: | Size: 29 KiB After Width: | Height: | Size: 29 KiB |
Before Width: | Height: | Size: 30 KiB After Width: | Height: | Size: 30 KiB |
Before Width: | Height: | Size: 41 KiB After Width: | Height: | Size: 41 KiB |
Before Width: | Height: | Size: 24 KiB After Width: | Height: | Size: 24 KiB |
Before Width: | Height: | Size: 5.4 KiB After Width: | Height: | Size: 5.4 KiB |
Before Width: | Height: | Size: 6.9 KiB After Width: | Height: | Size: 6.9 KiB |
Before Width: | Height: | Size: 28 KiB After Width: | Height: | Size: 28 KiB |
Before Width: | Height: | Size: 19 KiB After Width: | Height: | Size: 19 KiB |
@ -51,6 +51,9 @@ applications/sales/sales/advanced/portal.rst applications/general/users/portal.r
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# applications/websites
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# applications/websites
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applications/websites/livechat/overview/get_started.rst applications/websites/livechat.rst # livechat/overview/get_started -> livechat
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applications/websites/livechat/overview/ratings.rst applications/websites/livechat/ratings.rst # overview/* -> *
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applications/websites/livechat/overview/responses.rst applications/websites/livechat/responses.rst # overview/* -> *
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applications/websites/website/optimize/google_analytics.rst applications/websites/website/reporting/google_analytics.rst # optimize/* -> reporting/*
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applications/websites/website/optimize/google_analytics.rst applications/websites/website/reporting/google_analytics.rst # optimize/* -> reporting/*
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applications/websites/website/optimize/google_analytics_dashboard.rst applications/websites/website/reporting/google_analytics_dashboard.rst # optimize/* -> reporting/*
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applications/websites/website/optimize/google_analytics_dashboard.rst applications/websites/website/reporting/google_analytics_dashboard.rst # optimize/* -> reporting/*
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applications/websites/website/optimize/link_tracker.rst applications/websites/website/reporting/link_tracker.rst # optimize/* -> reporting/*
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applications/websites/website/optimize/link_tracker.rst applications/websites/website/reporting/link_tracker.rst # optimize/* -> reporting/*
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