274 lines
11 KiB
Markdown
274 lines
11 KiB
Markdown
---
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show-content: true
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---
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# Live Chat
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Odoo **Live Chat** allows users to communicate with website visitors in real-time. With **Live
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Chat**, leads can be qualified for their sales potential, support questions can be answered quickly,
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and issues can be directed to the appropriate team for further investigation or follow up. **Live
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Chat** also provides the opportunity for instant feedback from customers.
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## Enable Live Chat
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The **Live Chat** application can be installed multiple ways:
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- Go to {menuselection}`Apps application`, search `Live Chat`, and click {guilabel}`Install`.
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- Go to the {menuselection}`Helpdesk app --> Configuration --> Helpdesk Teams` list view, select a
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team, and on the team's settings page, click the checkbox next to {guilabel}`Live Chat`, under the
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{guilabel}`Channels` section.
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- In the {menuselection}`Website` app, go to {menuselection}`Configuration --> Settings`, scroll to
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the {guilabel}`Email & Marketing` section, check the box next to {guilabel}`Livechat`, and click
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{guilabel}`Save`.
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```{image} livechat/enable-setting.png
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:align: center
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:alt: View of the settings page and the live chat feature for Odoo Live Chat.
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```
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:::{note}
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After the **Live Chat** application is installed, a live chat *Channel* is created, by default.
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:::
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## Create live chat channels
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To create a new live chat *Channel*, go to {menuselection}`Main Odoo Dashboard --> Live Chat app -->
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New`. This opens a blank channel detail form. Enter the name of the new channel in the
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{guilabel}`Channel Name` field.
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```{image} livechat/open-channel.png
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:align: center
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:alt: View of a live chat channel form for Odoo Live Chat.
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```
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To configure the remaining tabs on the channel detail form ({ref}`Operators
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<livechat/operators-tab>`, {ref}`Options <livechat/options-tab>`, {ref}`Channel Rules
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<livechat/channel-rules-tab>`, and {ref}`Widget <livechat/widget-tab>`), follow the steps below.
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:::{tip}
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The channel detail form for any channel can be accessed by navigating back to the
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{guilabel}`Website Live Chat Channels` dashboard, via the breadcrumbs. Find the Kanban card for
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the appropriate live chat channel, hover over it, and then click on the {icon}`fa-ellipsis-v`
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{guilabel}`(vertical ellipsis)` icon to open the drop-down menu. Click {guilabel}`Configure
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Channel` to open the channel detail form.
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:::
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(livechat-operators-tab)=
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### Operators tab
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*Operators* are the users who act as agents and respond to live chat requests from customers. When a
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user is added as an operator in a live chat channel, they can receive chats from website visitors
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wherever they are in the database. Chat windows open in the bottom-right corner of the screen.
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```{image} livechat/pop-up.png
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:align: center
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:alt: View of a live chat pop up window in an Odoo database.
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```
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On the channel detail form, click the {guilabel}`Operators` tab. The user who originally created the
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live chat channel has been added as an operator by default.
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:::{note}
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Current operators can be edited, or removed, by clicking on their respective boxes in the
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{guilabel}`Operators` tab, which reveals a separate {guilabel}`Open: Operators` modal. In that
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modal, adjust any information, as needed. Then, click {guilabel}`Save`, or click
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{guilabel}`Remove` to remove that operator from the channel.
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:::
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Click {guilabel}`Add` to reveal an {guilabel}`Add: Operators` pop-up window.
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In the pop-up window, scroll to find the desired users, or enter their name in the search bar. Then,
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tick the checkbox next to the users to be added, and click {guilabel}`Select`.
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New operators can be created and added to the list directly from this pop-up window, as well, by
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clicking {guilabel}`New`, and filling out the {guilabel}`Create Operators` form. When the form is
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complete, click {guilabel}`Save & Close`, or {guilabel}`Save & New` for multiple record creations.
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:::{danger}
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Creating a new user can impact the status of an Odoo subscription, as the total number of users
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in a database counts towards the billing rate. Proceed with caution before creating a new user.
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If a user already exists, adding them as an operator will **not** alter the subscription or
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billing rate for a database.
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:::
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(livechat-options-tab)=
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### Options tab
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The {guilabel}`Options` tab on the live chat channel detail form contains the visual and text
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settings for the live chat window.
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(livechat-livechat-button)=
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#### Livechat button
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The *Livechat Button* is the icon that appears in the bottom-right corner of the website.
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```{image} livechat/chat-button.png
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:align: center
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:alt: View of an Odoo website emphasizing the livechat button.
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```
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Change the text in the {guilabel}`Notification text` field to update the greeting displayed in the
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text bubble when the live chat button appears on the website.
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The {guilabel}`Livechat Button Color` alters the color of the live chat button as it appears on the
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website. To change the color, click on a color bubble to open the color selection window, then click
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and drag the circle along the color gradient. Click out of the selection window once complete. Click
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the {icon}`fa-refresh` {guilabel}`(refresh)` icon to the right of the color bubbles to reset the
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colors to the default selection.
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:::{tip}
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Color selection, for the button or header, can be made manually using a slider or through RGB,
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HSL, or HEX color code entries from the pop-up color selection window that appears when either of
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the color bubbles are clicked. Different options are available, depending on the operating
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system.
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:::
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#### Livechat Window
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The *Livechat Window* is the space where the live chat conversation with website visitors takes
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place.
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Edit the {guilabel}`Welcome Message` to change the message a visitor sees when they open a new chat
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session. This message appears as though it is sent by a live chat operator, and acts as both a
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greeting and an invitation to continue the conversation.
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Edit the {guilabel}`Chat Input Placeholder` to alter the text that appears in the box where visitors
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type their replies. This message prompts the visitor to initiate the chat.
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The *Channel Header* is the colored bar at the top of the chat window. The {guilabel}`Channel Header
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Color` can be changed following the same steps as the {ref}`Livechat button
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<livechat/livechat-button>`.
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:::{figure} livechat/chat-window.png
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:align: center
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The live chat window with a purple channel header and placeholder text that reads, "Say
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Something..."
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:::
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(livechat-channel-rules-tab)=
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### Channel Rules tab
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To configure which website user actions open the live chat window, go to the {guilabel}`Channel
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Rules` tab on the live chat channel detail form.
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To create a new channel rule, click {guilabel}`Add a line`. This opens the {guilabel}`Create Rules`
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pop-up window.
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```{image} livechat/create-rules.png
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:align: center
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:alt: View of a channel's rules form for Odoo Live Chat.
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```
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#### Create new rules
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Fill out the fields on the {guilabel}`Create Rules` pop-up window as instructed below, then click
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{guilabel}`Save & Close`.
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```{eval-rst}
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.. tabs::
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.. tab:: Live Chat Button
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The *Livechat Button* is the icon that appears in the bottom-right corner of the website.
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Select from one of the following display options:
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- :guilabel:`Show`: displays the chat button on the page.
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- :guilabel:`Show with notification`: displays the chat button, as well as a floating text
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bubble next to the button.
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- :guilabel:`Open automatically`: displays the button, and automatically opens the chat window
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after a specified amount of time (designated in the :guilabel:`Open automatically timer`
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field, that appears when this option is selected).
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- :guilabel:`Hide`: hides the chat button on the page.
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.. tab:: Chatbot
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To include a :doc:`Chatbot <livechat/chatbots>` on this channel, select it from the drop-down
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menu. If the chatbot should only be active when no operators are active, check the box labeled
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:guilabel:`Enabled only if no operator`.
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The :guilabel:`Enabled only if no operator` field is **only** visible if a chatbot is selected
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in the :guilabel:`Chatbot` field.
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.. tab:: URL Regex
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The *URL Regex* specifies the web pages where this rule should be applied. In the
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:guilabel:`URL Regex` field, input the relative URL of the page where the chat button should
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appear.
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For example, to apply the rule to the URL, `https://mydatabse.odoo.com/shop`, enter `/shop`
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to the :guilabel:`URL Regex` field.
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To apply the rule to *all* pages on the database, enter `/` in the :guilabel:`URL Regex`
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field.
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.. tab:: Open automatically timer
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This field designates the amount of time (in seconds) a page should be open before the chat
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window opens. This field **only** appears if the :guilabel:`Live Chat Button` for this rule is
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set to :guilabel:`Open automatically`.
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.. tab:: Country
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If this channel should **only** be available to site visitors in specific countries, add them
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to the :guilabel:`Country` field. If this field is left blank, the channel is available to all
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site visitors, regardless of location.
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```
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:::{note}
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In order to track the geographical location of visitors, *GeoIP* **must** be installed on the
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database. While this feature is installed by default on *Odoo Online* databases, *On-Premise*
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databases require additional {doc}`setup steps </administration/on_premise/geo_ip>`.
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:::
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(livechat-widget-tab)=
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### Widget tab
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The {guilabel}`Widget` tab on the live chat channel detail form provides the code for a website
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widget. This code can be added to a website to provide access to a live chat window.
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:::{tip}
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The live chat widget can be added to websites created through Odoo by navigating to
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{menuselection}`Website app --> Configuration --> Settings`. Then, scroll to the
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{menuselection}`Email & Marketing` section. In the {guilabel}`Channel` field, select the channel
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to add to the site. Click {guilabel}`Save` to apply.
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:::
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To add the widget to a website created on a third-party platform, click the first {guilabel}`COPY`
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button on the {guilabel}`Widget` tab, and paste the code into the `<head>` tag on the site.
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Likewise, to send a live chat session to a customer, click the second {guilabel}`COPY` button on the
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{guilabel}`Widget` tab. This link can be sent directly to a customer. When they click the link, they
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are redirected to a new chat window.
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```{image} livechat/widget-code.png
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:align: center
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:alt: View of the widget tab for Odoo Live Chat.
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```
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:::{seealso}
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- {doc}`../productivity/discuss`
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- {doc}`livechat/responses`
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- {doc}`livechat/ratings`
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- {doc}`livechat/chatbots`
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- {doc}`livechat/participate`
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:::
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```{toctree}
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:titlesonly: true
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livechat/ratings
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livechat/responses
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livechat/chatbots
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livechat/reports
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livechat/participate
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```
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