[IMP] Livechat: basics 17.0
closes odoo/documentation#8407
X-original-commit: 36ca933672
Signed-off-by: Samuel Lieber (sali) <sali@odoo.com>
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: Timothy Kukulka <91896312+tiku-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.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>
@ -1,85 +1,103 @@
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:show-content:
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:show-toc:
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=========
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Live Chat
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=========
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Odoo *Live Chat* allows users to communicate with website visitors in real time. With *Live Chat*,
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Odoo *Live Chat* allows users to communicate with website visitors in real-time. With *Live Chat*,
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leads can be qualified for their sales potential, support questions can be answered quickly, and
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issues can be directed to the appropriate team for further investigation (or follow up). *Live Chat*
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issues can be directed to the appropriate team for further investigation or follow up. *Live Chat*
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also provides the opportunity for instant feedback from customers.
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Enable Live Chat
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================
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In order to enable *Live Chat*, the *Live Chat* application needs to be installed. This can be done
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in one of two ways.
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The *Live Chat* application can be installed multiple ways:
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- Go to :menuselection:`Apps --> Live Chat` and click :guilabel:`Install`.
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- In the :menuselection:`Website` application, go to :menuselection:`Configuration --> Settings`,
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scroll to the :guilabel:`Email & Marketing` section, check the box next to :guilabel:`Livechat`,
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and click :guilabel:`Save`.
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- Go to :menuselection:`Apps application --> Live Chat` and click :guilabel:`Install`.
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- Go to the :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams` list view, select a
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team, and on the team's settings page, click the checkbox next to :guilabel:`Live Chat`, under the
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:guilabel:`Channels` section.
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- In the :menuselection:`Website` app, go to :menuselection:`Configuration --> Settings`, scroll to
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the :guilabel:`Email & Marketing` section, check the box next to :guilabel:`Livechat`, and click
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:guilabel:`Save`.
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.. image:: livechat/enable-setting.png
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:align: center
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:alt: View of the settings page and the live chat feature for Odoo Live Chat.
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.. image:: livechat/enable-setting.png
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:align: center
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:alt: View of the settings page and the live chat feature for Odoo Live Chat.
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After the :guilabel:`Live Chat` application is installed, a live chat :guilabel:`Channel` will be
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created by default and automatically selected in the drop-down.
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.. note::
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After the *Live Chat* application is installed, a live chat *Channel* is created by default.
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Create a new live chat channel
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==============================
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Create live chat channels
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=========================
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To create a new live chat *Channel*, go to :menuselection:`Main Odoo Dashboard --> Live Chat app -->
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New`. This will open a blank channel detail form. Enter the name of the new channel in the
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New`. This opens a blank channel detail form. Enter the name of the new channel in the
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:guilabel:`Channel Name` field.
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.. image:: livechat/open-channel.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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To configure the remaining tabs on the channel detail form (:guilabel:`Operators`,
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:guilabel:`Options`, :guilabel:`Channel Rules`, and :guilabel:`Widgets`), follow the steps below.
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To configure the remaining tabs on the channel detail form (:ref:`Operators
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<livechat/operators-tab>`, :ref:`Options <livechat/options-tab>`, :ref:`Channel Rules
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<livechat/channel-rules-tab>`, and :ref:`Widget <livechat/widget-tab>`), follow the steps below.
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Operators
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---------
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.. tip::
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The channel detail form for any channel can be accessed by navigating back to the
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:guilabel:`Website Live Chat Channels` dashboard, via the breadcrumbs. Find the Kanban card for
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the appropriate live chat channel, hover over it, and then click on the :guilabel:`⋮ (three
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dots)` icon to open the drop-down menu. Click :guilabel:`Configure Channel` to open the channel
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detail form.
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*Operators* are the users who will respond to live chat requests from customers. When a user is
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added as an operator in a live chat channel, they will be able to receive chats from website
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visitors wherever they are in the database. Chat windows will open in the bottom right corner of the
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screen.
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.. _livechat/operators-tab:
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Operators tab
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-------------
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*Operators* are the users who act as agents and respond to live chat requests from customers. When a
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user is added as an operator in a live chat channel, they can receive chats from website visitors
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wherever they are in the database. Chat windows open in the bottom-right corner of the screen.
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.. image:: livechat/pop-up.png
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:align: center
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:alt: View of a live chat pop up window in an Odoo database.
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The user who originally created the live chat channel will be added as an operator by default.
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To add additional users, navigate back to the :guilabel:`Website Live Chat Channels` dashboard via
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the breadcrumbs and click on the appropriate :guilabel:`Live Chat Channel`. Then, on the channel
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detail form, under the :guilabel:`Operators` tab, click :guilabel:`ADD` to reveal an :guilabel:`Add:
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Operators` pop-up window.
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In the pop-up window, search for the desired user(s). Then, click the checkbox next to the user(s)
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to be added, and click :guilabel:`SELECT`.
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New operators can be created and added to the list directly from this pop-up, as well, by clicking
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:guilabel:`New`, and filling out the :guilabel:`Create Operators` pop-up form. When the form is
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complete, click :guilabel:`SAVE & CLOSE` (or :guilabel:`SAVE & NEW` for multiple record creations).
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On the channel detail form, click the :guilabel:`Operators` tab. The user who originally created the
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live chat channel has been added as an operator by default.
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.. note::
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Current operators can be edited (or removed) by clicking on their respective boxes in the
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:guilabel:`Operators` tab, which reveals a separate :guilabel:`Open: Operators` pop-up. In that
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pop-up, adjust any information as needed, and click :guilabel:`Save`, or click :guilabel:`Remove`
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to remove that operator from the channel.
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Current operators can be edited, or removed, by clicking on their respective boxes in the
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:guilabel:`Operators` tab, which reveals a separate :guilabel:`Open: Operators` modal. In that
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modal, adjust any information, as needed. Then, click :guilabel:`Save`, or click
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:guilabel:`Remove` to remove that operator from the channel.
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Options
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-------
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Click :guilabel:`Add` to reveal an :guilabel:`Add: Operators` modal.
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The :guilabel:`Options` tab on the live chat channel details form contains the visual and text
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In the modal, scroll to find the desired users, or enter their name in the :guilabel:`Search...`
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bar. Then, click the checkbox next to the users to be added, and click :guilabel:`Select`.
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New operators can be created and added to the list directly from this modal, as well, by clicking
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:guilabel:`New`, and filling out the :guilabel:`Create Operators` form. When the form is complete,
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click :guilabel:`Save & Close`, or :guilabel:`Save & New` for multiple record creations.
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.. danger::
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Creating a new user can impact the status of an Odoo subscription, as the total number of users
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in a database counts towards the billing rate. Proceed with caution before creating a new user.
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If a user already exists, adding them as an operator will **not** alter the subscription or
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billing rate for a database.
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.. _livechat/options-tab:
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Options tab
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-----------
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The :guilabel:`Options` tab on the live chat channel detail form contains the visual and text
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settings for the live chat window.
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.. _livechat/livechat-button:
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Livechat button
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~~~~~~~~~~~~~~~
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@ -89,17 +107,19 @@ The *Livechat Button* is the icon that appears in the bottom corner of the websi
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:align: center
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:alt: View of an Odoo website emphasizing the livechat button.
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Change the text in the :guilabel:`Text of the Button` field to update the greeting displayed in the
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Change the text in the :guilabel:`Notification text` field to update the greeting displayed in the
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text bubble when the live chat button appears on the website.
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Change the :guilabel:`Livechat Button Color` by clicking a color bubble to open the color selection
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window. Click the :guilabel:`🔄 (refresh)` icon to the right of the color bubbles to reset the
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colors to the default selection.
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The :guilabel:`Livechat Button Color` alters the color of the live chat button as it appears on the
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website. To change the color, click on a color bubble to open the color selection window, then click
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and drag the circle along the color gradient. Click out of the selection window once complete. Click
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the :guilabel:`🔁 (refresh)` icon to the right of the color bubbles to reset the colors to the
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default selection.
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.. tip::
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Color selection, for the button or header, can be made manually using a slider or through RGB,
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HSL, or HEX color code entries from the pop-up color selection window that appears when either of
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the color bubbles are clicked. Different options will be available, depending on your operating
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the color bubbles are clicked. Different options are available, depending on the operating
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system.
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Livechat window
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@ -109,29 +129,33 @@ The *Livechat Window* is the space where the live chat conversation with website
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place.
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Edit the :guilabel:`Welcome Message` to change the message a visitor sees when they open a new chat
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session. This message will appear as though it is sent by a live chat operator, and acts as both a
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session. This message appears as though it is sent by a live chat operator, and acts as both a
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greeting and an invitation to continue the conversation.
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Edit the :guilabel:`Chat Input Placeholder` to alter the text that appears in the box where visitors
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will type their replies.
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type their replies. This message prompts the visitor to initiate the chat.
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The *Channel Header* is the colored bar at the top of the chat window. The :guilabel:`Channel Header
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Color` can be changed following the same steps as the *Livechat Button Color* above.
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Color` can be changed following the same steps as the :ref:`Livechat button
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<livechat/livechat-button>`.
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.. figure:: livechat/chat-window.png
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:align: center
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The Livechat Window with a purple header. The chat input placeholder reads "Ask Something..."
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The live chat window with a purple channel header and placeholder text that reads, "Say
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Something..."
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Channel rules
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-------------
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.. _livechat/channel-rules-tab:
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The :guilabel:`Channel Rules` tab on the live chat channel details form determines when the *Live
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Chat Window* opens on the website, by configuring when a :guilabel:`URL Regex` action is triggered
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(e.g., a page visit).
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Channel Rules tab
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-----------------
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To create a new channel rule, click :guilabel:`Add a line`. This opens the :guilabel:`Open: Rules`
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pop-up.
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The :guilabel:`Channel Rules` tab on the live chat channel detail form determines when the live chat
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window opens on the website, by configuring when a :guilabel:`URL Regex` action is triggered, such
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as a page visit.
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To create a new channel rule, click :guilabel:`Add a line`. This opens the :guilabel:`Create Rules`
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modal.
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.. image:: livechat/create-rules.png
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:align: center
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@ -140,69 +164,76 @@ pop-up.
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Create new rules
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~~~~~~~~~~~~~~~~
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Fill out the fields on the :guilabel:`Open: Rules` pop-up as instructed below, then click
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:guilabel:`Save`.
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Fill out the fields on the :guilabel:`Create Rules` modal, as instructed below. Then, click
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:guilabel:`Save & Close`.
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.. tabs::
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.. tab:: Live Chat Button
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The *Livechat Button* is the icon that appears in the bottom corner of the website. Select
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The *Live Chat Button* is the icon that appears in the bottom corner of the website. Select
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from one of the following display options:
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- :guilabel:`Show` displays the chat button on the page(s).
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- :guilabel:`Show with notification` displays the chat button, as well as a floating text
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- :guilabel:`Show`: displays the chat button on the page.
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- :guilabel:`Show with notification`: displays the chat button, as well as a floating text
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bubble next to the button.
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- :guilabel:`Open automatically` displays the button and automatically opens the chat window
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- :guilabel:`Open automatically`: displays the button and automatically opens the chat window
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after a specified amount of time (designated in the :guilabel:`Open automatically timer`
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field).
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- :guilabel:`Hide` hides the chat button on the page(s).
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field, which is revealed when selecting this option).
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- :guilabel:`Hide`: hides the chat button on the page.
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.. tab:: Chatbot
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If a *Chatbot* will be included on this channel, select it from the dropdown. If the chatbot
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will only be active when no operators are active, check the box labeled :guilabel:`Enabled
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only if no operator`.
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To include a :doc:`Chatbot <livechat/chatbots>` on this channel, select it from the drop-down
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menu. If the chatbot should only be active when no operators are active, check the box labeled
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:guilabel:`Enabled only if no operator`.
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The :guilabel:`Enabled only if no operator` field is **only** visible if a chatbot is selected
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in the :guilabel:`Chatbot` field.
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.. tab:: URL Regex
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In the :guilabel:`URL Regex` field, input the relative URL of the page where the chat button
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should appear.
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The *URL Regex* specifies the web pages where this rule should be applied. In the
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:guilabel:`URL Regex` field, input the relative URL of the page where the chat button should
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appear.
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.. tab:: Open automatically timer
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This field designates the amount of time (in seconds) a page will be open before the chat
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window will open. If the :guilabel:`Livechat Button` for this rule is not set to
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:guilabel:`Open automatically`, this field will be ignored.
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This field designates the amount of time (in seconds) a page should be open before the chat
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window opens. This field **only** appears if the :guilabel:`Live Chat Button` for this rule is
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set to :guilabel:`Open automatically`.
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.. tab:: Country
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If this channel should only be available to site visitors in specific countries, add them to
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the :guilabel:`Country` field. If this field is left blank, the channel will be available to
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all site visitors, regardless of location.
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the :guilabel:`Country` field. If this field is left blank, the channel is available to all
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site visitors, regardless of location.
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.. note::
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In order to track the geographical location of visitors, :guilabel:`GeoIP` must be installed on
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the database. While this feature is installed by default on *Odoo Online*, *On-Premise* databases
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will require additional :doc:`setup steps </administration/on_premise/geo_ip>`.
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In order to track the geographical location of visitors, *GeoIP* **must** be installed on the
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database. While this feature is installed by default on *Odoo Online* databases, *On-Premise*
|
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databases require additional :doc:`setup steps </administration/on_premise/geo_ip>`.
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Widget
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------
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.. _livechat/widget-tab:
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The :guilabel:`Widget` tab on the live chat channel details form provides the shortcode for an
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embeddable website widget. This code can be added to a website to provide access to a live chat
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window.
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Widget tab
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----------
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The live chat widget can be added to websites created through Odoo by navigating to the
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:menuselection:`Website --> Configuration --> Settings`. Then scroll to the :guilabel:`Livechat`
|
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section, and select the channel to add to the site. Click :guilabel:`Save` to apply.
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The :guilabel:`Widget` tab on the live chat channel detail form provides the code for a website
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widget. This code can be added to a website to provide access to a live chat window.
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.. tip::
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The live chat widget can be added to websites created through Odoo by navigating to
|
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:menuselection:`Website app --> Configuration --> Settings`. Then, scroll to the
|
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:menuselection:`Email & Marketing` section. In the :guilabel:`Channel` field, select the channel
|
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to add to the site. Click :guilabel:`Save` to apply.
|
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|
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To add the widget to a website created on a third-party platform, click the first :guilabel:`COPY`
|
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button on the :guilabel:`Widget` tab and paste the code into the `<head>` tag on the site.
|
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button on the :guilabel:`Widget` tab, and paste the code into the `<head>` tag on the site.
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|
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Likewise, to send a live chat session to a customer, click the second :guilabel:`COPY` button on the
|
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:guilabel:`Widget` tab. This link can be sent directly to a customer, and once they click the link,
|
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it will open a new chat.
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:guilabel:`Widget` tab. This link can be sent directly to a customer. When they click the link, they
|
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are redirected to a new chat window.
|
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|
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.. image:: livechat/widget-code.png
|
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:align: center
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@ -211,27 +242,23 @@ it will open a new chat.
|
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Participate in a conversation
|
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=============================
|
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|
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As explained above, *operators* are the users who will respond to live chat requests from customers.
|
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The information below outlines the necessary steps for operators participating in live chat
|
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As explained above, *operators* are the users who respond to live chat requests from customers. The
|
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information below outlines the necessary steps for operators participating in live chat
|
||||
conversations on an Odoo database.
|
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|
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Set an online chat name
|
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-----------------------
|
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|
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Before participating in a live chat, operators should update their *Online Chat Name*. This is the
|
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name that will be displayed to site visitors in the live chat conversation.
|
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Before participating in a live chat, operators may choose to update their *Online Chat Name*. This
|
||||
is the name that is displayed to site visitors in the live chat conversation.
|
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|
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To update the :guilabel:`Online Chat Name`, click on the user name in the upper-right corner of any
|
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page in the database. Select :guilabel:`My Profile` to open the Profile page. On the right side of
|
||||
the :guilabel:`Preferences` tab, locate the :guilabel:`Online Chat Name` field and enter the
|
||||
preferred name.
|
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To update the :guilabel:`Online Chat Name`, click on the user avatar in the top-right corner of any
|
||||
page in the database. Select :guilabel:`My Profile` from the drop-down menu to open the profile
|
||||
page. On the right side of the :guilabel:`Preferences` tab, locate the :guilabel:`Online Chat Name`
|
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field, and enter a preferred name.
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|
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.. image:: livechat/my-profile.png
|
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:align: center
|
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:alt: View of the My Profile option in Odoo.
|
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|
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If a users :guilabel:`Online Chat Name` is not set, the name displayed will default to the
|
||||
:guilabel:`User Name`.
|
||||
If a user's :guilabel:`Online Chat Name` is not set, the name displayed defaults to the user's name
|
||||
that is designated on their profile page.
|
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|
||||
.. example::
|
||||
A user has their full name as their :guilabel:`User Name`, but they do not want to include their
|
||||
@ -242,51 +269,70 @@ If a users :guilabel:`Online Chat Name` is not set, the name displayed will defa
|
||||
:align: center
|
||||
:alt: View of user profile in Odoo, emphasizing the Online Chat name field.
|
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|
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Set online chat languages
|
||||
-------------------------
|
||||
|
||||
If an operator speaks multiple languages, they can add this information to their user profile. This
|
||||
information can then be used to determine what conversations the operator is assigned. A visitor's
|
||||
language is determined, via their browser's language settings.
|
||||
|
||||
To add *Online Chat Languages*, click on the user avatar in the top-right corner of any page in the
|
||||
database. Select :guilabel:`My Profile` from the drop-down menu to open the profile page. On the
|
||||
right side of the :guilabel:`Preferences` tab, click into the :guilabel:`Online Chat Language`
|
||||
field, and select one or more languages from the drop-down menu.
|
||||
|
||||
.. note::
|
||||
Conversations are assigned to operators based on a number of criteria, including availability and
|
||||
the number of ongoing conversations. While the operator's main language and additional languages
|
||||
are taken into consideration, they do **not** supersede all other criteria.
|
||||
|
||||
Join or leave a channel
|
||||
-----------------------
|
||||
|
||||
To join a live chat channel, go to the :menuselection:`Live Chat` app and click the :guilabel:`JOIN`
|
||||
button on the kanban card for the appropriate channel.
|
||||
To join a live chat channel, go to the :menuselection:`Live Chat app --> Channels`, and click the
|
||||
:guilabel:`Join` button on the Kanban card for the appropriate channel.
|
||||
|
||||
Any channel where the user is currently active will show a :guilabel:`LEAVE` button. Click this
|
||||
button to disconnect from the channel.
|
||||
Any channel where the user is currently active shows a :guilabel:`Leave` button. Click this button
|
||||
to disconnect from the channel.
|
||||
|
||||
.. image:: livechat/leave-channel.png
|
||||
:align: center
|
||||
:alt: View of a channel form and the option to join a channel for Odoo Live Chat.
|
||||
|
||||
.. important::
|
||||
*Operators* that do not show any activity in Odoo for more than thirty minutes will be considered
|
||||
Operators that do not show any activity in Odoo for more than thirty minutes are considered
|
||||
disconnected, and subsequently removed from the channel.
|
||||
|
||||
Manage live chat requests
|
||||
-------------------------
|
||||
|
||||
When an operator is active in a channel, chat windows will open in the bottom right corner of the
|
||||
When an operator is active in a channel, chat windows open in the bottom-right corner of the
|
||||
screen, no matter where they are in the database. They can participate in conversations without
|
||||
leaving their current location.
|
||||
|
||||
.. tip::
|
||||
Conversations can also be accessed by clicking the :guilabel:`Conversations` icon in the
|
||||
menu bar.
|
||||
Conversations can also be accessed by clicking the :guilabel:`(comments)` icon in the menu bar.
|
||||
bar.
|
||||
|
||||
.. image:: livechat/menu-bar.png
|
||||
:align: center
|
||||
:alt: View of the menu bar in Odoo emphasizing the conversations icon.
|
||||
:alt: View of the menu bar in Odoo emphasizing the comments icon.
|
||||
|
||||
Live chat conversations can also be viewed by navigating to :menuselection:`Dashboard --> Discuss`.
|
||||
New conversations will appear in bold under the :guilabel:`LIVECHAT` heading along the left panel.
|
||||
Live chat conversations can also be viewed by navigating to :menuselection:`Discuss app`. New
|
||||
conversations appear in bold under the :guilabel:`LIVECHAT` heading, located along the left panel.
|
||||
|
||||
.. image:: livechat/managing-chat-responses.png
|
||||
:align: center
|
||||
:alt: View of the discuss application with a message sent through live chat in Odoo.
|
||||
|
||||
Click on a conversation in the left panel to select it. This will open the conversation. From this
|
||||
Click on a conversation in the left panel to select it. This opens the conversation. From this
|
||||
view, an operator can participate in the chat the same as they would in the normal chat window.
|
||||
|
||||
.. seealso::
|
||||
- :doc:`Get Started with Discuss </applications/productivity/discuss>`
|
||||
- :doc:`/applications/websites/livechat/responses`
|
||||
- :doc:`../productivity/discuss`
|
||||
- :doc:`livechat/responses`
|
||||
- :doc:`livechat/ratings`
|
||||
- :doc:`livechat/chatbots`
|
||||
|
||||
.. toctree::
|
||||
:titlesonly:
|
||||
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