documentation/content/applications/websites/livechat/responses.rst

=============================
Commands and canned responses
=============================

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, preconfigured 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.

Both commands and canned responses save time, and allow users to maintain a level of consistency
throughout their conversations.

Execute a command
=================

Live chat *commands* are keywords that trigger preconfigured 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.

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.

.. image:: responses/responses-ticket-link.png
   :align: center
   :alt: View of the chat window with a helpdesk ticket created in Odoo Live Chat.

More information about each available command can be found below.

Help
----

If an operator types `/help` in the chat window, an informative message that includes the potential
entry types an operator can make is displayed.

- 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 `/command` to execute a command.
- Type `:shortcut` to insert a :ref:`canned response <live-chat/canned-responses>`.

.. seealso::
  - :doc:`/applications/productivity/discuss`
  - :doc:`/applications/productivity/discuss/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.

.. important::
   In version 16.3, the command to create a new ticket is `/ticket`. This only applies to databases
   running version 16.3.

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.

.. important::
   In version 16.3, the command to search through *Helpdesk* tickets is `/search_tickets`. This only
   applies to databases running version 16.3.

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 generates 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 is automatically 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 is 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.