diff --git a/content/applications/websites/livechat/responses.rst b/content/applications/websites/livechat/responses.rst index 045c915d9..27d026429 100644 --- a/content/applications/websites/livechat/responses.rst +++ b/content/applications/websites/livechat/responses.rst @@ -1,48 +1,195 @@ ============================= -Commands and Canned Responses +Commands and canned responses ============================= -Using canned responses can help you save time and have a previous, well-thought response, to some -of your most common questions and comments. +In the Odoo *Live Chat* application, *commands* allow the user to perform specific actions both +inside the chat window, and through other Odoo applications. The *Live Chat* app also includes +*canned responses*. These are customized, pre-configured substitutions that allow users to replace +shortcut entries in place of longer, well-thought out responses to some of the most common questions +and comments. -Use commands -============ +Both commands and canned responses save time, and allow users to maintain a level of consistency +throughout their conversations. -Commands are shortcuts that do specific actions within the chat window: +Execute a command +================= -#. **/help**: shows a help message. -#. **/helpdesk**: creates a helpdesk ticket. -#. **/helpdesk_search**: searches for a helpdesk ticket. -#. **/history**: shows the last 15 visited pages. -#. **/lead**: creates a new lead. -#. **/leave**: leaves the channel. +Live chat *commands* are keywords that trigger pre-configured actions. When a live chat *operator* +is participating in a conversation with a customer or website visitor, they can execute a command by +typing `/`, followed by the command. -.. important:: - | - For *helpdesk tickets*: make sure the application is installed on your database and the - option *Live Chat* under :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` - is enabled. - | - For *leads*: the *CRM* application must be installed on your database. +Commands, and the resulting actions, are only visible in the conversation window for the live chat +operator. A customer will not see any commands that an operator uses in a conversation from their +view of the chat. -To access the ticket or lead created from the chat, click on the shortcut link. - -.. image:: responses/create_ticket.png +.. image:: responses/responses-ticket-link.png :align: center - :alt: View of the chat window with a helpdesk ticket created in Odoo Live Chat + :alt: View of the chat window with a helpdesk ticket created in Odoo Live Chat. -.. tip:: - Helpdesk tickets created from the chat automatically add the conversation as a description of - the ticket. The same goes for the creation of a lead. +More information about each available command can be found below. -Send canned responses -===================== +Help +---- -| Canned responses allow you to have a full piece of text being placed when you type a shortcut word. - To create them, go to :menuselection:`Live Chat --> Configuration --> Canned Responses`. -| To use them during a conversation, simply type **:** followed by the shortcut word you created. +If an operator types `/help` in the chat window, an informative message that includes the potential +entry types an operator can make is displayed. -.. image:: responses/canned_response.png +- Type `@username` to mention a user in the conversation. A notification will be sent to that user's + inbox or email, depending on their notification settings. +- Type `#channel` to mention a *Discuss* channel. +- Type `/command` to execute a command. +- Type `:shortcut` to insert a :ref:`canned response `. + +.. image:: responses/responses-help.png :align: center - :alt: View of a chat window and the use of a canned response in Odoo Live Chat + :alt: View of the message generated from using the /help command in Odoo Live Chat. .. seealso:: - - :doc:`ratings` + - :doc:`/applications/productivity/discuss/overview/get_started` + - :doc:`/applications/productivity/discuss/overview/team_communication` + +Helpdesk & Helpdesk search +-------------------------- + +The `/helpdesk` and `/helpdesk_search` commands allow operators to both create helpdesk tickets +directly from a conversation, and search through existing tickets by keyword or ticket number. + +.. important:: + The `/helpdesk` and `/helpdesk_search` commands can only be used if the *Helpdesk* app has been + installed, and *Live Chat* has been activated on a *Helpdesk* team. To activate :guilabel:`Live + Chat`, go to :menuselection:`Helpdesk application --> Configuration --> Teams`, and select a + team. Scroll to the :guilabel:`Channels` section and check the box labeled :guilabel:`Live Chat`. + +Create a ticket from a live chat +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +If an operator types `/helpdesk` in the chat window, the conversation is used to create a *Helpdesk* +ticket. + +After entering the `/helpdesk` command, type a title for the ticket into the chat window, then press +`Enter`. + +.. image:: responses/helpdesk.png + :align: center + :alt: View of the results from a helpdesk search in a Live Chat conversation. + +The newly created ticket will be added to the *Helpdesk* team that has live chat enabled. If more +than one team has live chat enabled, the ticket will automatically be assigned based on the team's +priority. + +The transcript from the conversation will be added to the new ticket, under the +:guilabel:`Description` tab. + +To access the new ticket, click on the link in the chat window, or go to the +:menuselection:`Helpdesk app` and click the :guilabel:`Tickets` button on the kanban card for the +appropriate team. + +Search for a ticket from a live chat +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +If an operator types `/helpdesk_search` in the chat window, they can search through *Helpdesk* +tickets by ticket number or keyword. + +After entering the `/helpdesk_search` command, type a keyword or ticket number, then press `Enter`. +If one or more related tickets are found, a list of links will be generated in the conversation +window. + +.. image:: responses/helpdesk-search.png + :align: center + :alt: View of the results from a helpdesk search in a Live Chat conversation. + +.. note:: + Results from the search command will only be seen by the operator, not the customer. + +History +------- + +If an operator types `/history` in the chat window, it will generate a list of the most recent pages +the visitor has viewed on the website (up to 15). + +.. image:: responses/responses-history.png + :align: center + :alt: View of the results from a /history command in a Live Chat conversation. + +Lead +---- + +By typing `/lead` in the chat window, an operator can create a *lead* in the *CRM* application. + +.. image:: responses/responses-lead.png + :align: center + :alt: View of the results from a /lead command in a Live Chat conversation. + +.. important:: + The `/lead` command can only be used if the *CRM* app has been installed. + +After typing `/lead`, create a title for this new lead, then press `Enter`. A link with the lead +title appears. Click the link, or navigate to the :menuselection:`CRM` app to view the +:guilabel:`Pipeline`. + +.. note:: + The link to the new lead can only be seen and accessed by the operator, not the customer. + +The transcript of that specific live chat conversation (where the lead was created) is added to the +:guilabel:`Internal Notes` tab of the lead form. + +On the :guilabel:`Extra Information` tab of the lead form, the :guilabel:`Source` will be listed as +:guilabel:`Livechat`. + +Leave +----- + +If an operator types `/leave` in the chat window, they can automatically exit the conversation. This +command does not cause the customer to be removed from the conversation, nor does it automatically +end the conversation. + +.. seealso:: + - :doc:`/applications/sales/crm/acquire_leads` + - :doc:`/applications/services/helpdesk/overview/getting_started` + +.. _live-chat/canned-responses: + +Canned responses +================ + +*Canned responses* are customizable inputs where a *shortcut* stands in for a longer response. An +operator will enter the shortcut, and it will automatically be replaced by the expanded +*substitution* response in the conversation. + +Create canned responses +----------------------- + +To create a new canned response, go to :menuselection:`Live Chat app --> Configuration --> Canned +Responses --> New`. + +From here, type the shortcut command into the :guilabel:`Shortcut` field. + +Then, click into the :guilabel:`Substitution` field, and enter the custom message that will be sent +to visitors in place of the shortcut. Click :guilabel:`Save`. + +.. tip:: + Try to connect the shortcut to the topic of the substitution. The easier it is for the operators + to remember, the easier it will be to use the canned responses in conversations. + +Use canned responses in a live chat conversation +------------------------------------------------ + +To use a canned response during a live chat conversation, type a colon (`:`) into the chat window, +followed by the shortcut. + +.. example:: + An operator is chatting with a visitor. As soon as they type `:` they would see a list of + available responses. They can manually select one from the list, or continue to type. If they + want to use the canned response `'I am sorry to hear that.'`, they would type `:sorry`. + +.. image:: responses/canned-responses.png + :align: center + :alt: View of a chat window and the use of a canned response in Odoo Live Chat. + +.. tip:: + Typing `:` into a chat window on its own will generate a list of available canned responses. + Responses can be manually selected from the list, in addition to the use of shortcuts. + + .. image:: responses/response-list.png + :align: center + :alt: View of a chat window and the list of available canned responses. diff --git a/content/applications/websites/livechat/responses/canned-responses.png b/content/applications/websites/livechat/responses/canned-responses.png new file mode 100644 index 000000000..7923bef64 Binary files /dev/null and b/content/applications/websites/livechat/responses/canned-responses.png differ diff --git a/content/applications/websites/livechat/responses/helpdesk-search.png b/content/applications/websites/livechat/responses/helpdesk-search.png new file mode 100644 index 000000000..00cddd649 Binary files /dev/null and b/content/applications/websites/livechat/responses/helpdesk-search.png differ diff --git a/content/applications/websites/livechat/responses/helpdesk.png b/content/applications/websites/livechat/responses/helpdesk.png new file mode 100644 index 000000000..43c535c1f Binary files /dev/null and b/content/applications/websites/livechat/responses/helpdesk.png differ diff --git a/content/applications/websites/livechat/responses/response-list.png b/content/applications/websites/livechat/responses/response-list.png new file mode 100644 index 000000000..45731f8a6 Binary files /dev/null and b/content/applications/websites/livechat/responses/response-list.png differ diff --git a/content/applications/websites/livechat/responses/responses-help.png b/content/applications/websites/livechat/responses/responses-help.png new file mode 100644 index 000000000..f2958bc1a Binary files /dev/null and b/content/applications/websites/livechat/responses/responses-help.png differ diff --git a/content/applications/websites/livechat/responses/responses-history.png b/content/applications/websites/livechat/responses/responses-history.png new file mode 100644 index 000000000..99eb3a48c Binary files /dev/null and b/content/applications/websites/livechat/responses/responses-history.png differ diff --git a/content/applications/websites/livechat/responses/responses-lead.png b/content/applications/websites/livechat/responses/responses-lead.png new file mode 100644 index 000000000..3fbc1799a Binary files /dev/null and b/content/applications/websites/livechat/responses/responses-lead.png differ diff --git a/content/applications/websites/livechat/responses/responses-ticket-link.png b/content/applications/websites/livechat/responses/responses-ticket-link.png new file mode 100644 index 000000000..39180205b Binary files /dev/null and b/content/applications/websites/livechat/responses/responses-ticket-link.png differ