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Signed-off-by: Castillo Jonathan (jcs) <jcs@odoo.com>
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====================
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Customer interaction
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====================
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Odoo offers many ways to interact with customers and for customers to interact with your website.
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.. _product-reviews:
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Product reviews
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===============
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Customers can give a rating to your products. This is a great way to promote your products or
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services since reviews can influence purchase processes. To activate the **rating** feature, from
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your **shop page**, select a product, go to :menuselection:`Edit --> Customize` and enable
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:guilabel:`Rating`.
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.. image:: customer_interaction/interaction-rating.png
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:align: center
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:alt: Rating of a product on the product page
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.. note::
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Only portal users which purchased the product or service can leave ratings.
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.. tip::
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Customer reviews can be hidden by clicking the :guilabel:`Visible` button next to a published
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review.
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Live chat
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=========
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A chatbot is available and can simulate a human-like conversation with website visitors via text
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messages in a chat box.
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.. seealso::
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- :doc:`../../livechat`
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- :doc:`../../livechat/ratings`
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- :doc:`../../livechat/responses`
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.. _contact-form:
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Contact forms
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=============
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Helpdesk
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--------
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Customers may need support after purchasing a product or subscribing to a service. It is possible to
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create a **contact form**, which, when fulfilled, automatically creates a new ticket for your
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**support team**.
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.. image:: customer_interaction/interaction-form.png
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:align: center
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:alt: Contact form to submit a ticket to the support team
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To add a contact form, **create** a new page (:menuselection:`+ New --> Page`) if necessary, and
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drag and drop a :guilabel:`Form` block from the :guilabel:`Dynamic Content` section onto the page.
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Once placed, click on the form (while in :guilabel:`Edit` mode), and in the :guilabel:`Action`
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field, select :guilabel:`Create a Ticket`. You can then select to which :guilabel:`Helpdesk team`
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the ticket should be assigned.
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.. image:: customer_interaction/interaction-ticket.png
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:align: center
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:alt: Action field to create a task upon submitting a form
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Contact us
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----------
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A 'Contact Us' page makes it easier for customers and prospects to contact your company and get in
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touch.
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To have a 'Contact Us' page, create a new page (:menuselection:`+ New --> Page`) if necessary, and
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click on :menuselection:`Edit --> Customize`. Then, drag and drop a :guilabel:`Form` block onto the
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page. Select the form and define the action to be performed when submitted in the :guilabel:`Action`
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field.
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When clicking on a field, or when adding a new field (:guilabel:`+ Field`), you can select its
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:guilabel:`Type`. This enables different options, such as :guilabel:`Multiple Checkboxes`, which
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customers can use to indicate the services they are interested in, for example.
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.. image:: customer_interaction/interaction-tags.png
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:align: center
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:alt: Tags to be selected on the 'Contact Us' form
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.. image:: customer_interaction/interaction-checkboxes.png
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:align: center
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:alt: 'Checkboxes' configuration settings
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Newsletter
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==========
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Customers can get updates on your eCommerce activities by subscribing to a newsletter. Visitors
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subscribing to the newsletter are automatically added to the mailing list of the **Email Marketing**
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application. You can either choose a newsletter **block**, a newsletter **popup**, or both.
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- **Popup**: prompts up a newsletter box when visitors scroll down the page;
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- **Block**: displays a field on the page where customers can sign up by entering their email.
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The newsletter **block** can be configured according to different :guilabel:`Templates`. To do so,
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click the **block** while in :menuselection:`Edit --> Customize`, and select a :guilabel:`Template`
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in the :guilabel:`Newsletter Block` section. There are **three** templates available:
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- :guilabel:`Email Subscription`: visitors can sign up by email to the newsletter, without any
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choice to the content. The content is defined in :menuselection:`Edit --> Customize` in the
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:guilabel:`Newsletter` field;
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- :guilabel:`SMS Subscription`: is the same as :guilabel:`Email Subscription`, but by SMS;
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- :guilabel:`Form Subscription`: allows adding several fields, as well as a checkbox for the visitor
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to agree to the **GDPR policy** of your website.
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.. image:: customer_interaction/interaction-news.png
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:align: center
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:alt: Form subscription configuration and settings
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.. tip::
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Alternatively, you can select :guilabel:`Subscribe to Newsletter` as :guilabel:`Action` when
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creating a :ref:`contact form <contact-form>`, allowing for the same level of customization. Make
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sure to add a checkbox stating visitors agree to be added to the mailing list.
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