07ac9eda1f
closes odoo/documentation#10001
X-original-commit: 9ed575b01e
Signed-off-by: Samuel Lieber (sali) <sali@odoo.com>
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: hojo-odoo <123424465+hojo-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
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========================
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Participate in live chat
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========================
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*Operators* are the users who respond to live chat requests from customers and website visitors. The
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information below outlines the necessary steps for operators participating in live chat
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conversations on an Odoo database.
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Set an online chat name
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-----------------------
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Before participating in a live chat, operators may choose to update their *Online Chat Name*. This
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is the name displayed to site visitors in the live chat conversation.
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To update the *Online Chat Name*, click on the user avatar in the top-right corner of any page in
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the database. Select :guilabel:`My Profile` from the drop-down menu to open the profile page. On the
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right side of the :guilabel:`Preferences` tab, locate the :guilabel:`Online Chat Name` field, and
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enter a preferred name.
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If a user's :guilabel:`Online Chat Name` is not set, the name displayed defaults to the user's name
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that is designated on their profile page.
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.. example::
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A user has their full name as their :guilabel:`User Name`, but they do not want to include their
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last name in a live chat conversation. They would then set their :guilabel:`Online Chat Name` to
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include only their first name.
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.. image:: participate/online-chat-name.png
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:align: center
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:alt: View of user profile in Odoo, emphasizing the Online Chat name field.
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Set online chat languages
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-------------------------
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If an operator speaks multiple languages, they can add this information to their user profile. This
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information can then be used to determine which conversations the operator is assigned. A visitor's
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language is determined via their browser's language settings.
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.. note::
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Conversations are assigned to operators based on a number of criteria, including availability and
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the number of ongoing conversations. While the operator's main language and additional languages
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are taken into consideration, they do **not** supersede all other criteria.
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To add *Online Chat Languages*, click on the user avatar in the top-right corner of any page in the
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database. Select :guilabel:`My Profile` from the drop-down menu to open the profile page. On the
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right side of the :guilabel:`Preferences` tab, click into the :guilabel:`Online Chat Language`
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field, and select one or more languages from the drop-down menu.
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.. important::
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Only :doc:`languages <../../general/users/language>` that are enabled on the database can be
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selected in the :guilabel:`Online Chat Language` field.
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Join or leave a channel
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-----------------------
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To join a live chat channel, go to the :menuselection:`Live Chat app --> Channels`, and click the
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:guilabel:`Join` button on the Kanban card for the appropriate channel.
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Any channel where the user is currently active shows a :guilabel:`Leave` button. Click this button
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to disconnect from the channel.
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.. image:: participate/leave-channel.png
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:align: center
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:alt: View of a channel form and the option to join a channel for Odoo Live Chat.
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.. important::
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Operators that do not show any activity in Odoo for more than thirty minutes are considered
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disconnected, and subsequently removed from the channel.
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Manage live chat requests
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-------------------------
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When an operator is active in a channel, chat windows open in the bottom-right corner of the
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screen, no matter where they are in the database. This allows them to access other pages and apps,
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while still participating in the conversation.
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.. tip::
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Conversations can also be accessed by clicking the :icon:`fa-comments` :guilabel:`(messages)`
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icon in the menu bar.
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.. image:: participate/menu-bar.png
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:align: center
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:alt: View of the menu bar in Odoo emphasizing the comments icon.
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Live chat conversations can also be viewed by navigating to the :menuselection:`Discuss app`. New
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conversations appear in bold under the :guilabel:`LIVECHAT` heading, located along the left panel.
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.. image:: participate/managing-chat-responses.png
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:align: center
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:alt: View of the discuss application with a message sent through live chat in Odoo.
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Click on a conversation in the left panel to select it. This opens the conversation. From this
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view, an operator can participate in the chat the same as they would in the normal chat window.
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.. seealso::
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- :doc:`../../productivity/discuss`
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- :doc:`../livechat`
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- :doc:`../livechat/responses`
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