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closes odoo/documentation#8884
X-original-commit: ca7d2936dd
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>
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================
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Canned responses
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================
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*Canned responses* are customizable inputs where a typed shortcut populates a longer response. A
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user enters a keyword shortcut, which is then automatically replaced by the expanded substitution
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response. Canned responses save time by allowing users to use shorthand phrases to populate longer
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messages. This also limits the possibility of errors when typing out longer messages because these
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are pre-set messages. This maintains consistency throughout customer interactions.
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Canned responses consist of two main components: the *shortcut* and the *substitution*. The shortcut
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is the keyword or key phrase that is to be replaced. The substitution is the longer message that
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replaces the shortcut.
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.. image:: canned_responses/canned-response-sample.png
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:align: center
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:alt: A live chat conversation using a canned response.
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Canned responses are available :ref:`to use <discuss/use-cases>` in *Live Chat* conversations, the
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*Discuss* app, and the *Chatter* composer. This includes direct message conversations, channel
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conversations, and *WhatsApp* messages.
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.. _discuss/created-canned-response:
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Creating canned responses
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=========================
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Canned responses are managed through the *Discuss* application. To create a new canned response, or
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manage the list of existing responses, navigate to :menuselection:`Discuss app --> Configuration
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--> Canned Responses`.
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Then, to create a new canned response, click :guilabel:`New` at the top-left of the list. Doing so
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reveals a new blank line in the list.
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Canned responses consist of two main components, a *shortcut* the user enters, and the
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*substitution* that replaces the shortcut.
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.. image:: canned_responses/shortcut-substitution.png
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:align: center
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:alt: A list of canned responses emphasizing the shortcut and substitution fields.
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Type a shortcut command in the :guilabel:`Shortcut` field. Next, click on the
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:guilabel:`Substitution` field, and type the message that will replace the shortcut.
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.. tip::
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Try to connect the shortcut to the topic of the substitution. Not only does this make it easier
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to use the responses, it prevents the list of responses from becoming disorganized and
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overwhelming.
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In the :guilabel:`Description` field, add any information that provides context for this response,
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such as guidelines for when it should or should not be used.
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The :guilabel:`Created by` field automatically populates with the name of the user that creates a
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new response. This field cannot be edited.
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To :ref:`share <discuss/sharing-responses>` this response with other users, select one or more
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groups in the :guilabel:`Authorized Group` field that should have access.
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.. warning::
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If the :guilabel:`Authorized Group` field is left blank, the response can **only** be used by the
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user that created it.
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Canned responses created by the database are automatically credited as created by *OdooBot*. They
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must be assigned to an *authorized group* before they can be used by **any** users. To view the
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responses created by *OdooBot*, navigate to :menuselection:`Discuss app --> Configuration -->
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Canned Responses`. Click into the :guilabel:`Search..` bar, and remove any filters.
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Lastly, the :guilabel:`Last Used` field keeps track of the date and time each response was most
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recently used. This field cannot be edited.
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.. _discuss/sharing-responses:
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Share responses
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===============
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Canned responses, by default, are made available **only** to the user who creates them. To make a
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canned response available for others to use, they need to be shared.
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.. note::
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Users with *Administrator* access rights can view and edit canned responses created by other
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users through the *Discuss* app. However, they are **only** able to use them if they are included
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in an authorized group that has been designated on that canned responses item line, located on
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the :guilabel:`Canned Responses` page.
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Access to shared responses is granted on the :ref:`groups <access-rights/groups>` level.
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To view the *Groups* a user is a member of, first enable :ref:`Developer mode <developer-mode>`,
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then navigate to :menuselection:`Settings app --> Users & Companies --> Users`. Select a user from
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the list, and click to open their :guilabel:`User Record`. Then, click the :guilabel:`Groups` smart
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button at the top of the page.
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.. tip::
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To view a list of users in a specific group, first enable :doc:`Developer mode
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<../../general/developer_mode/>`. Next, navigate to :menuselection:`Settings app --> Users &
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Companies --> Groups`. Select a group from the list, then click to open the :guilabel:`Group
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Record`. A list of users is included on the :guilabel:`Users` tab.
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After determining what groups should have access to a response, they **must** :ref:`be added
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<discuss/created-canned-response>` to the :guilabel:`Authorized Groups` field for each canned
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response.
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.. note::
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The user who created the response can use it, even if they are not a member of one of the
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*Authorized Groups*.
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.. _discuss/use-cases:
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Use a canned response
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=====================
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Canned responses can be used in the *Discuss* app, in a *Live Chat* conversation, or on any record
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that contains a *Chatter* composer. This includes direct message conversations, channel
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conversations, and *WhatsApp* messages.
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To use a canned response, type a colon (`:`) into a *Chatter* composer or chat window, followed by
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the shortcut. Then press :kbd:`Enter`. This replaces the shortcut with the substitution, though the
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response can still be edited before it is sent.
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.. tip::
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Typing `:` in the *Chatter* composer, or chat window, on its own generates a drop-down list of
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available canned responses. A response can be selected from the list, in addition to the use of
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shortcuts.
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To search through the list of available responses, type `:`, followed by the first few letters of
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the shortcut.
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.. image:: canned_responses/canned-responses-using.png
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:align: center
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:alt: A live chat window with a list of all available canned responses.
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.. seealso::
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- :doc:`Chatter <chatter>`
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- :doc:`Discuss <../discuss>`
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- :ref:`Commands and Canned Responses <live-chat/canned-responses>`
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