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| 1 | +:banner: banners/livechat.jpg |
| 2 | + |
| 3 | +========= |
| 4 | +Live Chat |
| 5 | +========= |
| 6 | + |
| 7 | +Chat in live with website visitors |
| 8 | +================================== |
| 9 | + |
| 10 | +With Odoo Live Chat, you can establish a direct contact with your |
| 11 | +website visitors. A simple dialog box will be available on their screen |
| 12 | +and will allow them to get in touch with one of your sales |
| 13 | +representatives. This way, you can easily turn prospects into potential |
| 14 | +business opportunities. You will also be able to provide assistance to |
| 15 | +your customers. Overall, this is the perfect tool to improve customer |
| 16 | +satisfaction. |
| 17 | + |
| 18 | +Configuration |
| 19 | +============= |
| 20 | + |
| 21 | +To get the Live Chat feature, open the Apps module, search for "Live |
| 22 | +Chat" and then click on install. |
| 23 | + |
| 24 | +.. image:: media/live_chat01.png |
| 25 | + :align: center |
| 26 | + |
| 27 | +The Live Chat module provides you a direct access to your channels. |
| 28 | +There, operators can easily join and leave the chat. |
| 29 | + |
| 30 | +.. image:: media/live_chat02.png |
| 31 | + :align: center |
| 32 | + |
| 33 | +Add the live chat to an Odoo website |
| 34 | +==================================== |
| 35 | + |
| 36 | +If your website was created with Odoo, then the live chat is |
| 37 | +automatically added to it. All that is left to do, is to go to |
| 38 | +:menuselection:`Website --> Configuration --> Settings` to select the |
| 39 | +channel to be linked to the website. |
| 40 | + |
| 41 | +.. image:: media/live_chat03.png |
| 42 | + :align: center |
| 43 | + |
| 44 | +Add the live chat to an external website |
| 45 | +======================================== |
| 46 | + |
| 47 | +If your website was not created with Odoo, go to the Live Chat module |
| 48 | +and then select the channel to be linked. There, you can simply copy |
| 49 | +paste the code available into your website. A specific url you can send |
| 50 | +to customers or suppliers for them to access the live chat is also |
| 51 | +provided. |
| 52 | + |
| 53 | +Hide / display the live chat according to rules |
| 54 | +=============================================== |
| 55 | + |
| 56 | +Rules for the live chat can be defined on the channel form. For |
| 57 | +instance, you can choose to display the chat in the countries you speak |
| 58 | +the language of. On the contrary, you are able to hide the chat in |
| 59 | +countries your company does not sell in. If you select *Auto popup*, |
| 60 | +you can also set the length of time it takes for the chat to appear. |
| 61 | + |
| 62 | +.. image:: media/live_chat04.png |
| 63 | + :align: center |
| 64 | + |
| 65 | +Prepare automatic messages |
| 66 | +========================== |
| 67 | + |
| 68 | +On the channel form, in the *Options* section, several messages can be |
| 69 | +typed to appear automatically on the chat. This will entice visitors to |
| 70 | +reach you through the live chat. |
| 71 | + |
| 72 | +.. image:: media/live_chat05.png |
| 73 | + :align: center |
| 74 | + |
| 75 | +Start chatting with customers |
| 76 | +============================= |
| 77 | + |
| 78 | +In order to start chatting with customers, first make sure that the |
| 79 | +channel is published on your website. To do so, select *Unpublished on |
| 80 | +Website* on the top right corner of the channel form to toggle the |
| 81 | +*Published* setting. Then, the live chat can begin once an operator |
| 82 | +has joined the channel. |
| 83 | + |
| 84 | +.. image:: media/live_chat06.png |
| 85 | + :align: center |
| 86 | + |
| 87 | +.. note:: |
| 88 | + If no operator is available and/or if the channel is |
| 89 | + unpublished on the website, then the live chat button will not appear to |
| 90 | + visitors. |
| 91 | + |
| 92 | +In practice, the conversations initiated by the visitors will appear in |
| 93 | +the Discuss module and will also pop up as a direct message. Therefore, |
| 94 | +inquiries can be answered wherever you are in Odoo. |
| 95 | + |
| 96 | +If there several operators in charge of a channel, the system will |
| 97 | +dispatch sessions randomly between them. |
| 98 | + |
| 99 | +Use commands |
| 100 | +============ |
| 101 | + |
| 102 | +Commands are useful shortcuts for completing certain actions or to |
| 103 | +access information you might need. To use this feature, simply type the |
| 104 | +commands into the chat. The following actions are available : |
| 105 | + |
| 106 | +\*\*/help\*\* : show a helper message. |
| 107 | + |
| 108 | +\*\*/helpdesk\*\* : create a helpdesk ticket. |
| 109 | + |
| 110 | +\*\*/helpdesk\_search\*\* : search for a helpdesk ticket. |
| 111 | + |
| 112 | +\*\*/history\*\* : see 15 last visited pages. |
| 113 | + |
| 114 | +\*\*/lead\*\* : create a new lead. |
| 115 | + |
| 116 | +\*\*/leave\*\* : leave the channel. |
| 117 | + |
| 118 | +.. note:: |
| 119 | + If a helpdesk ticket is created from the chat, then the |
| 120 | + conversation it was generated from will automatically appear as the |
| 121 | + description of the ticket. The same goes for the creation of a lead. |
| 122 | + |
| 123 | +Send canned responses |
| 124 | +===================== |
| 125 | + |
| 126 | +Canned responses allow you to create substitutes to generic sentences |
| 127 | +you frequently use. Typing a word instead of several will save you a lot |
| 128 | +of time. To add canned responses, go to :menuselection:`LIVE CHAT --> |
| 129 | +Configuration --> Canned Responses` and create as many as you need to. |
| 130 | +Then, to use them during a chat, simply type ":" followed by the |
| 131 | +shortcut you assigned. |
| 132 | + |
| 133 | +.. image:: media/live_chat07.png |
| 134 | + :align: center |
| 135 | + |
| 136 | +You now have all of the tools needed to chat in live with your website |
| 137 | +visitors, enjoy ! |
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