203 lines
7.5 KiB
Markdown
203 lines
7.5 KiB
Markdown
# Commands and canned responses
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In the Odoo **Live Chat** application, *commands* allow the user to perform specific actions both
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inside the chat window, and through other Odoo applications. The **Live Chat** app also includes
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*canned responses*. These are customized, preconfigured substitutions that allow users to replace
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shortcut entries in place of longer, well-thought out responses to some of the most common questions
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and comments.
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Both commands and canned responses save time, and allow users to maintain a level of consistency
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throughout their conversations.
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## Execute a command
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Live chat *commands* are keywords that trigger preconfigured actions. When a live chat *operator*
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is participating in a conversation with a customer or website visitor, they can execute a command by
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typing `/`, followed by the command.
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Commands, and the resulting actions, are only visible in the conversation window for the live chat
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operator. A customer does not see any commands that an operator uses in a conversation from their
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view of the chat.
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```{eval-rst}
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.. example::
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During a conversation with a customer, a live chat operator executes the command to :ref:`create
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a ticket <live-chat/ticket>`. After entering the command, `/ticket`, the system automatically
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creates a ticket with the information from the conversation. It also includes a link to the new
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ticket, so the operator can go there directly to add any additional information, if necessary.
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.. image:: responses/responses-ticket-link.png
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:align: center
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:alt: View of the chat window with a helpdesk ticket created in Odoo Live Chat.
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```
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More information about each available command can be found below.
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### Help
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If an operator types `/help` in the chat window, an informative message that includes the potential
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entry types an operator can make is displayed.
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- Type `@username` to mention a user in the conversation. A notification will be sent to that user's
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inbox or email, depending on their notification settings.
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- Type `/command` to execute a command.
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- Type `:shortcut` to insert a {ref}`canned response <live-chat/canned-responses>`.
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:::{seealso}
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- {doc}`/applications/productivity/discuss`
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- {doc}`/applications/productivity/discuss/team_communication`
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:::
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### Ticket & search tickets
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The `/ticket` and `/search_tickets` commands allow operators to create helpdesk tickets directly
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from a conversation, and search through existing tickets by keyword or ticket number.
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:::{important}
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The `/ticket` and `/search_tickets` commands can **only** be used if the **Helpdesk** app has
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been installed, and *Live Chat* has been activated on a *Helpdesk* team. To activate *Live Chat*,
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go to {menuselection}`Helpdesk app --> Configuration --> Helpdesk Teams`, and select a team.
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Scroll to the {guilabel}`Channels` section, and check the box labeled, {guilabel}`Live Chat`.
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:::
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(live-chat-ticket)=
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#### Create a ticket from a live chat
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If an operator types `/ticket` in the chat window, the conversation is used to create a *Helpdesk*
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ticket.
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After entering the `/ticket` command, type a title for the ticket into the chat window, then press
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`Enter`.
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```{image} responses/helpdesk.png
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:align: center
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:alt: View of the results from a helpdesk search in a Live Chat conversation.
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```
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The newly created ticket will be added to the *Helpdesk* team that has live chat enabled. If more
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than one team has live chat enabled, the ticket will automatically be assigned based on the team's
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priority.
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The transcript from the conversation will be added to the new ticket, under the
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{guilabel}`Description` tab.
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To access the new ticket, click on the link in the chat window, or go to the
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{menuselection}`Helpdesk app` and click the {guilabel}`Tickets` button on the Kanban card for the
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appropriate team.
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#### Search for a ticket from a live chat
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If an operator types `/search_tickets` in the chat window, they can search through *Helpdesk*
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tickets, either by ticket number or keyword.
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After entering the `/search_tickets` command, type a keyword or ticket number, then press
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{kbd}`Enter`. If one or more related tickets are found, a list of links is generated in the
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conversation window.
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```{image} responses/helpdesk-search.png
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:align: center
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:alt: View of the results from a helpdesk search in a Live Chat conversation.
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```
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:::{note}
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Results from the search command will only be seen by the operator, not the customer.
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:::
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### History
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If an operator types `/history` in the chat window, it generates a list of the most recent pages the
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visitor has viewed on the website (up to 15).
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```{image} responses/responses-history.png
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:align: center
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:alt: View of the results from a /history command in a Live Chat conversation.
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```
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### Lead
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By typing `/lead` in the chat window, an operator can create a *lead* in the **CRM** application.
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```{image} responses/responses-lead.png
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:align: center
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:alt: View of the results from a /lead command in a Live Chat conversation.
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```
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:::{important}
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The `/lead` command can only be used if the **CRM** app has been installed.
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:::
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After typing `/lead`, create a title for this new lead, then press `Enter`. A link with the lead
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title appears. Click the link, or navigate to the {menuselection}`CRM` app to view the
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{guilabel}`Pipeline`.
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:::{note}
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The link to the new lead can only be seen and accessed by the operator, not the customer.
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:::
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The transcript of that specific live chat conversation (where the lead was created) is added to the
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{guilabel}`Internal Notes` tab of the lead form.
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On the {guilabel}`Extra Information` tab of the lead form, the {guilabel}`Source` will be listed as
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{guilabel}`Livechat`.
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### Leave
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If an operator types `/leave` in the chat window, they can automatically exit the conversation. This
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command does not cause the customer to be removed from the conversation, nor does it automatically
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end the conversation.
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:::{seealso}
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- {doc}`/applications/sales/crm/acquire_leads`
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- {doc}`../../services/helpdesk`
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:::
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(live-chat-canned-responses)=
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## Canned responses
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*Canned responses* are customizable inputs where a *shortcut* stands in for a longer response. An
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operator will enter the shortcut, and it is automatically replaced by the expanded *substitution*
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response in the conversation.
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### Create canned responses
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To create a new canned response, go to {menuselection}`Live Chat app --> Configuration --> Canned
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Responses --> New`.
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Type a shortcut command in the {guilabel}`Shortcut` field. Next, click the {guilabel}`Substitution`
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field, and type the message that should replace the shortcut.
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:::{tip}
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Try to connect the shortcut to the topic of the substitution. The easier it is for the operators
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to remember, the easier it is to use the canned responses in conversations.
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:::
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### Use canned responses in a live chat conversation
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To use a canned response during a live chat conversation, type a colon (`:`) into the chat window,
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followed by the shortcut.
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```{eval-rst}
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.. example::
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An operator is chatting with a visitor. As soon as they type `:` they would see a list of
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available responses. They can manually select one from the list, or continue to type. If they
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want to use the canned response `'I am sorry to hear that.'`, they would type `:sorry`.
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```
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```{image} responses/canned-responses.png
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:align: center
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:alt: View of a chat window and the use of a canned response in Odoo Live Chat.
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```
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:::{tip}
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Typing `:` into a chat window on its own will generate a list of available canned responses.
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Responses can be manually selected from the list, in addition to the use of shortcuts.
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```{image} responses/response-list.png
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:align: center
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:alt: View of a chat window and the list of available canned responses.
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```
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:::
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