[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>

content/applications/websites/livechat.rst

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