:show-content: ========= 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** also provides the opportunity for instant feedback from customers. Enable Live Chat ================ The **Live Chat** application can be installed multiple ways: - Go to :menuselection:`Apps application`, search `Live Chat`, and click :guilabel:`Install`. - Go to the :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams` list view, select a team, and on the team's settings page, click the checkbox next to :guilabel:`Live Chat`, under the :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 :align: center :alt: View of the settings page and the live chat feature for Odoo Live Chat. .. note:: After the **Live Chat** application is installed, a live chat *Channel* is created, by default. Create live chat channels ========================= To create a new live chat *Channel*, go to :menuselection:`Main Odoo Dashboard --> Live Chat app --> 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 (:ref:`Operators `, :ref:`Options `, :ref:`Channel Rules `, and :ref:`Widget `), follow the steps below. .. 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 :icon:`fa-ellipsis-v` :guilabel:`(vertical ellipsis)` icon to open the drop-down menu. Click :guilabel:`Configure Channel` to open the channel detail form. .. _livechat/operators-tab: Operators tab ------------- *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. 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. .. note:: 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` modal. In that modal, adjust any information, as needed. Then, click :guilabel:`Save`, or click :guilabel:`Remove` to remove that operator from the channel. Click :guilabel:`Add` to reveal an :guilabel:`Add: Operators` pop-up window. In the pop-up window, scroll to find the desired users, or enter their name in the search bar. Then, tick 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 pop-up window, 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 ~~~~~~~~~~~~~~~ The *Livechat Button* is the icon that appears in the bottom-right corner of the website. .. image:: livechat/chat-button.png :align: center :alt: View of an Odoo website emphasizing the livechat button. 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. The :guilabel:`Livechat Button Color` alters the color of the live chat button as it appears on the website. To change the color, click on a color bubble to open the color selection window, then click and drag the circle along the color gradient. Click out of the selection window once complete. Click the :icon:`fa-refresh` :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 are available, depending on the operating system. Livechat Window ~~~~~~~~~~~~~~~ The *Livechat Window* is the space where the live chat conversation with website visitors takes place. Edit the :guilabel:`Welcome Message` to change the message a visitor sees when they open a new chat 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 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 :ref:`Livechat button `. .. figure:: livechat/chat-window.png :align: center The live chat window with a purple channel header and placeholder text that reads, "Say Something..." .. _livechat/channel-rules-tab: Channel Rules tab ----------------- To configure which website user actions open the live chat window, go to the :guilabel:`Channel Rules` tab on the live chat channel detail form. To create a new channel rule, click :guilabel:`Add a line`. This opens the :guilabel:`Create Rules` pop-up window. .. image:: livechat/create-rules.png :align: center :alt: View of a channel's rules form for Odoo Live Chat. Create new rules ~~~~~~~~~~~~~~~~ Fill out the fields on the :guilabel:`Create Rules` pop-up window as instructed below, then click :guilabel:`Save & Close`. .. tabs:: .. tab:: Live Chat Button The *Livechat Button* is the icon that appears in the bottom-right corner of the website. Select from one of the following display options: - :guilabel:`Show`: displays the chat button on the page. - :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 after a specified amount of time (designated in the :guilabel:`Open automatically timer` field, that appears when this option is selected). - :guilabel:`Hide`: hides the chat button on the page. .. tab:: Chatbot To include a :doc:`Chatbot ` on this channel, select it from the drop-down menu. If the chatbot should only be active when no operators are active, check the box labeled :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 The *URL Regex* specifies the web pages where this rule should be applied. In the :guilabel:`URL Regex` field, input the relative URL of the page where the chat button should appear. For example, to apply the rule to the URL, `https://mydatabse.odoo.com/shop`, enter `/shop` to the :guilabel:`URL Regex` field. To apply the rule to *all* pages on the database, enter `/` in the :guilabel:`URL Regex` field. .. tab:: Open automatically timer This field designates the amount of time (in seconds) a page should be open before the chat window opens. This field **only** appears if the :guilabel:`Live Chat Button` for this rule is 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 is available to all site visitors, regardless of location. .. note:: In order to track the geographical location of visitors, *GeoIP* **must** be installed on the database. While this feature is installed by default on *Odoo Online* databases, *On-Premise* databases require additional :doc:`setup steps `. .. _livechat/widget-tab: Widget tab ---------- The :guilabel:`Widget` tab on the live chat channel detail form provides the code for a website widget. This code can be added to a website to provide access to a live chat window. .. 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 `` 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. When they click the link, they are redirected to a new chat window. .. image:: livechat/widget-code.png :align: center :alt: View of the widget tab for Odoo Live Chat. .. seealso:: - :doc:`../productivity/discuss` - :doc:`livechat/responses` - :doc:`livechat/ratings` - :doc:`livechat/chatbots` - :doc:`livechat/participate` .. toctree:: :titlesonly: livechat/ratings livechat/responses livechat/chatbots livechat/reports livechat/participate