[IMP] AI: Live chat setup

closes odoo/documentation#15915

Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>

content/applications/productivity/ai.rst

@@ -89,3 +89,4 @@ Below are some common requests that the *Ask AI* agent can assist with:
    ai/agents
    ai/fields
    ai/webpage
+   ai/live-chat

content/applications/productivity/ai/live-chat.rst

@@ -0,0 +1,116 @@
+============
+AI live chat
+============
+
+Odoo's **AI** application can be integrated with **Live Chat** to enable agents to automatically
+respond to customer inquiries, qualify conversations, and generate leads. When connected to a live
+chat channel, an AI agent can answer common questions, request additional information, and determine
+when a conversation needs to be escalated to a human operator.
+
+AI responses are generated in real-time and follow the rules and instructions defined in the
+assigned agent and topics.
+
+Connecting an agent to live chat
+================================
+
+First, confirm that both the **Live Chat** and **AI** applications are installed.
+
+.. note::
+   When both the **AI** and **Live Chat** apps are installed, a *Livechat AI Agent* is added to the
+   **AI** app. Other agents can be created and used for live chat conversations, if desired.
+
+    .. image:: live-chat/livechat-agent.png
+       :alt: The preconfigured AI Live Chat agent in the AI app.
+
+Navigate to the **Live Chat** application and select a live chat channel. On the channel card,
+click the :icon:`fa-ellipsis-v` :guilabel:`(vertical ellipsis)` icon, then click
+:guilabel:`Configure Channel`.
+
+On the channel page, click on the :guilabel:`Rules` tab. Click on an existing rule, or click
+:guilabel:`Add a line` to add a new rule. On the *Open: Rules* pop-up, click in the :guilabel:`AI
+Agent` field, and select an agent from the drop-down.
+
+.. image:: live-chat/channel-rules.png
+   :alt: The rules pop-up window in the live chat app.
+
+.. note::
+   If a channel has both a chatbot and an AI Agent assigned, the priority is given to the AI agent
+   workflow.
+
+Configuring AI behavior in live chat
+====================================
+
+The behavior and actions of the AI agent during a live chat conversation are controlled through the
+agent's settings.  To configure the :doc:`agent <agents>`, navigate to the :menuselection:`AI app
+--> Agents`. On the agent card, click the :icon:`fa-ellipsis-v` :guilabel:`(vertical ellipsis)`
+icon, then click :guilabel:`Configuration`.
+
+As the default *Livechat AI Agent* is configured to work with live chat, this section lays out how
+the agent's prompt is used in a live chat conversation.
+
+Agent identity and goals
+------------------------
+
+The *Livechat AI Agent* identity helps define the agent's communication style and conversation
+goals. At a high level, the agent is focused on answering customer questions accurately, while also
+being responsible for initiating lead creation when a request cannot be handled confidently.
+
+Rather than reacting message-by-message, the agent evaluates each interaction against its defined
+priorities.
+
+How the agent answers questions
+-------------------------------
+
+During a conversation, each incoming message is evaluated against the agent's decision rules. When
+sufficient information is available, the agent responds directly with a clear and concise answer.
+
+If the available information is incomplete or uncertain, the agent does not guess or fabricate a
+response. Instead, it acknowledges the limitation and prepares to transition the conversation toward
+human follow-up.
+
+This ensures that automated responses remain accurate and trustworthy.
+
+How escalation is triggered
+---------------------------
+
+Escalation to human follow-up is defined explicitly in the agent's prompt and delegated to a
+dedicated topic.
+
+Conversations are escalated when one of the following occurs:
+
+- The request requires custom pricing, contracts, or implementation work.
+- The request involves account changes or troubleshooting.
+- The user explicitly asks to be contacted or requests a demo.
+- The agent cannot respond with high confidence.
+
+When one of these conditions is met, the agent activates the *Lead Creation* :ref:`topic
+<ai/topics>`.
+
+Lead creation topic
+~~~~~~~~~~~~~~~~~~~
+
+The Lead creation topic defines a structured, multi-step workflow that governs how contact
+information is collected and how a lead is created.
+
+This topic specifies:
+
+- when lead creation is appropriate
+- what information must be collected
+- how the conversation should progress
+- what language the agent may and may not use
+
+Rather than immediately creating a lead, the agent completes the following steps:
+
+#. Suggests human follow-up when appropriate
+#. Collects missing contact details one at a time
+#. Confirms known details before proceeding
+#. Calls the lead creation tool exactly once
+
+The topic also enforces strict constraints to prevent system-centric language, duplicate lead
+creation, or premature promises of follow-up.
+
+To view the detailed instructions for the lead creation topic, navigate to the :menuselection:`AI
+app --> Agents --> Topics`, and click :guilabel:`Create Leads`.
+
+.. seealso::
+   :doc:`AI Agents <agents>`