138 lines
4.4 KiB
ReStructuredText
138 lines
4.4 KiB
ReStructuredText
:banner: banners/livechat.jpg
|
|
|
|
=========
|
|
Live Chat
|
|
=========
|
|
|
|
Chat in real time with website visitors
|
|
=======================================
|
|
|
|
With Odoo Live Chat, you can establish a direct contact with your
|
|
website visitors. A simple dialog box will be available on their screen
|
|
and will allow them to get in touch with one of your sales
|
|
representatives. This way, you can easily turn prospects into potential
|
|
business opportunities. You will also be able to provide assistance to
|
|
your customers. Overall, this is the perfect tool to improve customer
|
|
satisfaction.
|
|
|
|
Configuration
|
|
=============
|
|
|
|
To get the Live Chat feature, open the Apps module, search for "Live
|
|
Chat" and then click on install.
|
|
|
|
.. image:: media/live_chat01.png
|
|
:align: center
|
|
|
|
The Live Chat module provides you a direct access to your channels.
|
|
There, operators can easily join and leave the chat.
|
|
|
|
.. image:: media/live_chat02.png
|
|
:align: center
|
|
|
|
Add the live chat to an Odoo website
|
|
====================================
|
|
|
|
If your website was created with Odoo, then the live chat is
|
|
automatically added to it. All that is left to do, is to go to
|
|
:menuselection:`Website --> Configuration --> Settings` to select the
|
|
channel to be linked to the website.
|
|
|
|
.. image:: media/live_chat03.png
|
|
:align: center
|
|
|
|
Add the live chat to an external website
|
|
========================================
|
|
|
|
If your website was not created with Odoo, go to the Live Chat module
|
|
and then select the channel to be linked. There, you can simply copy
|
|
paste the code available into your website. A specific url you can send
|
|
to customers or suppliers for them to access the live chat is also
|
|
provided.
|
|
|
|
Hide / display the live chat according to rules
|
|
===============================================
|
|
|
|
Rules for the live chat can be defined on the channel form. For
|
|
instance, you can choose to display the chat in the countries you speak
|
|
the language of. On the contrary, you are able to hide the chat in
|
|
countries your company does not sell in. If you select *Auto popup*,
|
|
you can also set the length of time it takes for the chat to appear.
|
|
|
|
.. image:: media/live_chat04.png
|
|
:align: center
|
|
|
|
Prepare automatic messages
|
|
==========================
|
|
|
|
On the channel form, in the *Options* section, several messages can be
|
|
typed to appear automatically on the chat. This will entice visitors to
|
|
reach you through the live chat.
|
|
|
|
.. image:: media/live_chat05.png
|
|
:align: center
|
|
|
|
Start chatting with customers
|
|
=============================
|
|
|
|
In order to start chatting with customers, first make sure that the
|
|
channel is published on your website. To do so, select *Unpublished on
|
|
Website* on the top right corner of the channel form to toggle the
|
|
*Published* setting. Then, the live chat can begin once an operator
|
|
has joined the channel.
|
|
|
|
.. image:: media/live_chat06.png
|
|
:align: center
|
|
|
|
.. note::
|
|
If no operator is available and/or if the channel is
|
|
unpublished on the website, then the live chat button will not appear to
|
|
visitors.
|
|
|
|
Conversations initiated by visitors also appear in
|
|
the Discuss module in addition to popping up as a direct message. Therefore,
|
|
inquiries can be answered wherever you are in Odoo.
|
|
|
|
If there are several operators who have all joined a channel, the system will
|
|
dispatch visitor sessions randomly between them.
|
|
|
|
Use commands
|
|
============
|
|
|
|
Commands are useful shortcuts for completing certain actions or to
|
|
access information you might need. To use this feature, simply type the
|
|
commands into the chat. The following actions are available :
|
|
|
|
**/help** : show a helper message.
|
|
|
|
**/helpdesk** : create a helpdesk ticket.
|
|
|
|
**/helpdesk\_search** : search for a helpdesk ticket.
|
|
|
|
**/history** : see 15 last visited pages.
|
|
|
|
**/lead** : create a new lead.
|
|
|
|
**/leave** : leave the channel.
|
|
|
|
.. note::
|
|
If a helpdesk ticket is created from the chat, then the
|
|
conversation it was generated from will automatically appear as the
|
|
description of the ticket. The same goes for the creation of a lead.
|
|
|
|
Send canned responses
|
|
=====================
|
|
|
|
Canned responses allow you to create substitutes to generic sentences
|
|
you frequently use. Typing a word instead of several will save you a lot
|
|
of time. To add canned responses, go to :menuselection:`LIVE CHAT -->
|
|
Configuration --> Canned Responses` and create as many as you need to.
|
|
Then, to use them during a chat, simply type ":" followed by the
|
|
shortcut you assigned.
|
|
|
|
.. image:: media/live_chat07.png
|
|
:align: center
|
|
|
|
You now have all of the tools needed to chat in live with your website
|
|
visitors, enjoy !
|