32aafb08cb
This commit aims to improve the documentation's navigability by redefining some categories' purposes and titles. There is a redirection rule for each documentation page moved. This ensures that users won't have a 404 error message. task-3217827 closes odoo/documentation#8056 Signed-off-by: Jonathan Castillo (jcs) <jcs@odoo.com>
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=========
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Live Chat
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=========
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Odoo *Live Chat* allows users to communicate with website visitors in real time. With *Live Chat*,
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leads can be qualified for their sales potential, support questions can be answered quickly, and
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issues can be directed to the appropriate team for further investigation (or follow up). *Live Chat*
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also provides the opportunity for instant feedback from customers.
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Enable Live Chat
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================
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In order to enable *Live Chat*, the *Live Chat* application needs to be installed. This can be done
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in one of two ways.
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- Go to :menuselection:`Apps --> Live Chat` and click :guilabel:`Install`.
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- In the :menuselection:`Website` application, go to :menuselection:`Configuration --> Settings`,
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scroll to the :guilabel:`Email & Marketing` section, check the box next to :guilabel:`Livechat`,
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and click :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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After the :guilabel:`Live Chat` application is installed, a live chat :guilabel:`Channel` will be
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created by default and automatically selected in the drop-down.
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Create a new live chat channel
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==============================
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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 will open 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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To configure the remaining tabs on the channel detail form (:guilabel:`Operators`,
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:guilabel:`Options`, :guilabel:`Channel Rules`, and :guilabel:`Widgets`), follow the steps below.
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Operators
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---------
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*Operators* are the users who will respond to live chat requests from customers. When a user is
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added as an operator in a live chat channel, they will be able to receive chats from website
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visitors wherever they are in the database. Chat windows will open in the bottom right corner of the
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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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The user who originally created the live chat channel will be added as an operator by default.
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To add additional users, navigate back to the :guilabel:`Website Live Chat Channels` dashboard via
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the breadcrumbs and click on the appropriate :guilabel:`Live Chat Channel`. Then, on the channel
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detail form, under the :guilabel:`Operators` tab, click :guilabel:`ADD` to reveal an :guilabel:`Add:
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Operators` pop-up window.
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In the pop-up window, search for the desired user(s). Then, click the checkbox next to the user(s)
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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, as well, by clicking
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:guilabel:`New`, and filling out the :guilabel:`Create Operators` pop-up 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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.. 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` pop-up. In that
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pop-up, adjust any information as needed, and click :guilabel:`Save`, or click :guilabel:`Remove`
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to remove that operator from the channel.
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Options
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-------
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The :guilabel:`Options` tab on the live chat channel details form contains the visual and text
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settings for the live chat window.
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Livechat button
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~~~~~~~~~~~~~~~
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The *Livechat Button* is the icon that appears in the bottom 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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Change the text in the :guilabel:`Text of the Button` 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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Change the :guilabel:`Livechat Button Color` by clicking a color bubble to open the color selection
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window. Click the :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 will be available, depending on your operating
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system.
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Livechat window
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~~~~~~~~~~~~~~~
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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 will appear 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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will type their replies.
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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 *Livechat Button Color* above.
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.. figure:: livechat/chat-window.png
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:align: center
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The Livechat Window with a purple header. The chat input placeholder reads "Ask Something..."
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Channel rules
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-------------
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The :guilabel:`Channel Rules` tab on the live chat channel details form determines when the *Live
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Chat Window* opens on the website, by configuring when a :guilabel:`URL Regex` action is triggered
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(e.g., a page visit).
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To create a new channel rule, click :guilabel:`Add a line`. This opens the :guilabel:`Open: Rules`
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pop-up.
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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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Create new rules
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~~~~~~~~~~~~~~~~
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Fill out the fields on the :guilabel:`Open: Rules` pop-up as instructed below, then click
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:guilabel:`Save`.
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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 corner of the website. Select
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from one of the following display options:
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- :guilabel:`Show` displays the chat button on the page(s).
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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).
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- :guilabel:`Hide` hides the chat button on the page(s).
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.. tab:: Chatbot
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If a *Chatbot* will be included on this channel, select it from the dropdown. If the chatbot
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will only be active when no operators are active, check the box labeled :guilabel:`Enabled
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only if no operator`.
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.. tab:: URL Regex
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In the :guilabel:`URL Regex` field, input the relative URL of the page where the chat button
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should appear.
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.. tab:: Open automatically timer
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This field designates the amount of time (in seconds) a page will be open before the chat
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window will open. If the :guilabel:`Livechat Button` for this rule is not set to
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:guilabel:`Open automatically`, this field will be ignored.
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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 to
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the :guilabel:`Country` field. If this field is left blank, the channel will be available to
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all site visitors, regardless of location.
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.. note::
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In order to track the geographical location of visitors, :guilabel:`GeoIP` must be installed on
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the database. While this feature is installed by default on *Odoo Online*, *On-Premise* databases
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will require additional :doc:`setup steps </administration/on_premise/geo_ip>`.
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Widget
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------
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The :guilabel:`Widget` tab on the live chat channel details form provides the shortcode for an
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embeddable website widget. This code can be added to a website to provide access to a live chat
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window.
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The live chat widget can be added to websites created through Odoo by navigating to the
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:menuselection:`Website --> Configuration --> Settings`. Then scroll to the :guilabel:`Livechat`
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section, and select the channel to add to the site. Click :guilabel:`Save` to apply.
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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, and once they click the link,
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it will open a new chat.
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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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Participate in a conversation
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=============================
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As explained above, *operators* are the users who will respond to live chat requests from customers.
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The 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 should update their *Online Chat Name*. This is the
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name that will be displayed to site visitors in the live chat conversation.
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To update the :guilabel:`Online Chat Name`, click on the user name in the upper-right corner of any
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page in the database. Select :guilabel:`My Profile` to open the Profile page. On the right side of
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the :guilabel:`Preferences` tab, locate the :guilabel:`Online Chat Name` field and enter the
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preferred name.
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.. image:: livechat/my-profile.png
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:align: center
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:alt: View of the My Profile option in Odoo.
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If a users :guilabel:`Online Chat Name` is not set, the name displayed will default to the
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:guilabel:`User Name`.
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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:: livechat/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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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 and click the :guilabel:`JOIN`
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button on the kanban card for the appropriate channel.
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Any channel where the user is currently active will show a :guilabel:`LEAVE` button. Click this
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button to disconnect from the channel.
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.. image:: livechat/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 will be 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 will open in the bottom right corner of the
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screen, no matter where they are in the database. They can participate in conversations without
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leaving their current location.
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.. tip::
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Conversations can also be accessed by clicking the :guilabel:`Conversations` icon in the
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menu bar.
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.. image:: livechat/menu-bar.png
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:align: center
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:alt: View of the menu bar in Odoo emphasizing the conversations icon.
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Live chat conversations can also be viewed by navigating to :menuselection:`Dashboard --> Discuss`.
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New conversations will appear in bold under the :guilabel:`LIVECHAT` heading along the left panel.
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.. image:: livechat/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 will open 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:`Get Started with Discuss </applications/productivity/discuss>`
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- :doc:`/applications/websites/livechat/responses`
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.. toctree::
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:titlesonly:
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livechat/ratings
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livechat/responses
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livechat/chatbots
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