diff --git a/applications.rst b/applications.rst index 3b1feb8e6..f605376ae 100644 --- a/applications.rst +++ b/applications.rst @@ -18,7 +18,7 @@ Applications point_of_sale project helpdesk - livechat/livechat + live_chat expense/expense iot mobile/firebase diff --git a/live_chat.rst b/live_chat.rst new file mode 100644 index 000000000..1c42391fc --- /dev/null +++ b/live_chat.rst @@ -0,0 +1,10 @@ +:banner: banners/livechat.png + +========= +Live Chat +========= + +.. toctree:: + :titlesonly: + + livechat/overview \ No newline at end of file diff --git a/livechat/livechat.rst b/livechat/livechat.rst deleted file mode 100644 index 511e4f3f1..000000000 --- a/livechat/livechat.rst +++ /dev/null @@ -1,137 +0,0 @@ -:banner: banners/livechat.png - -========= -Live Chat -========= - -Chat in real time with website visitors -======================================= - -With Odoo Live Chat, you can establish a direct contact with your -website visitors. A simple dialog box will be available on their screen -and will allow them to get in touch with one of your sales -representatives. This way, you can easily turn prospects into potential -business opportunities. You will also be able to provide assistance to -your customers. Overall, this is the perfect tool to improve customer -satisfaction. - -Configuration -============= - -To get the Live Chat feature, open the Apps module, search for "Live -Chat" and then click on install. - -.. image:: media/live_chat01.png - :align: center - -The Live Chat module provides you a direct access to your channels. -There, operators can easily join and leave the chat. - -.. image:: media/live_chat02.png - :align: center - -Add the live chat to an Odoo website -==================================== - -If your website was created with Odoo, then the live chat is -automatically added to it. All that is left to do, is to go to -:menuselection:`Website --> Configuration --> Settings` to select the -channel to be linked to the website. - -.. image:: media/live_chat03.png - :align: center - -Add the live chat to an external website -======================================== - -If your website was not created with Odoo, go to the Live Chat module -and then select the channel to be linked. There, you can simply copy -paste the code available into your website. A specific url you can send -to customers or suppliers for them to access the live chat is also -provided. - -Hide / display the live chat according to rules -=============================================== - -Rules for the live chat can be defined on the channel form. For -instance, you can choose to display the chat in the countries you speak -the language of. On the contrary, you are able to hide the chat in -countries your company does not sell in. If you select *Auto popup*, -you can also set the length of time it takes for the chat to appear. - -.. image:: media/live_chat04.png - :align: center - -Prepare automatic messages -========================== - -On the channel form, in the *Options* section, several messages can be -typed to appear automatically on the chat. This will entice visitors to -reach you through the live chat. - -.. image:: media/live_chat05.png - :align: center - -Start chatting with customers -============================= - -In order to start chatting with customers, first make sure that the -channel is published on your website. To do so, select *Unpublished on -Website* on the top right corner of the channel form to toggle the -*Published* setting. Then, the live chat can begin once an operator -has joined the channel. - -.. image:: media/live_chat06.png - :align: center - -.. note:: - If no operator is available and/or if the channel is - unpublished on the website, then the live chat button will not appear to - visitors. - -Conversations initiated by visitors also appear in -the Discuss module in addition to popping up as a direct message. Therefore, -inquiries can be answered wherever you are in Odoo. - -If there are several operators who have all joined a channel, the system will -dispatch visitor sessions randomly between them. - -Use commands -============ - -Commands are useful shortcuts for completing certain actions or to -access information you might need. To use this feature, simply type the -commands into the chat. The following actions are available : - -**/help** : show a helper message. - -**/helpdesk** : create a helpdesk ticket. - -**/helpdesk\_search** : search for a helpdesk ticket. - -**/history** : see 15 last visited pages. - -**/lead** : create a new lead. - -**/leave** : leave the channel. - -.. note:: - If a helpdesk ticket is created from the chat, then the - conversation it was generated from will automatically appear as the - description of the ticket. The same goes for the creation of a lead. - -Send canned responses -===================== - -Canned responses allow you to create substitutes to generic sentences -you frequently use. Typing a word instead of several will save you a lot -of time. To add canned responses, go to :menuselection:`LIVE CHAT --> -Configuration --> Canned Responses` and create as many as you need to. -Then, to use them during a chat, simply type ":" followed by the -shortcut you assigned. - -.. image:: media/live_chat07.png - :align: center - -You now have all of the tools needed to chat in live with your website -visitors, enjoy ! diff --git a/livechat/media/live_chat01.png b/livechat/media/live_chat01.png deleted file mode 100644 index cc493f5ea..000000000 Binary files a/livechat/media/live_chat01.png and /dev/null differ diff --git a/livechat/media/live_chat02.png b/livechat/media/live_chat02.png deleted file mode 100644 index b9665b7e5..000000000 Binary files a/livechat/media/live_chat02.png and /dev/null differ diff --git a/livechat/media/live_chat03.png b/livechat/media/live_chat03.png deleted file mode 100644 index b2a293225..000000000 Binary files a/livechat/media/live_chat03.png and /dev/null differ diff --git a/livechat/media/live_chat04.png b/livechat/media/live_chat04.png deleted file mode 100644 index bf8c4daf2..000000000 Binary files a/livechat/media/live_chat04.png and /dev/null differ diff --git a/livechat/media/live_chat05.png b/livechat/media/live_chat05.png deleted file mode 100644 index 883c1e3cc..000000000 Binary files a/livechat/media/live_chat05.png and /dev/null differ diff --git a/livechat/media/live_chat06.png b/livechat/media/live_chat06.png deleted file mode 100644 index 850baf524..000000000 Binary files a/livechat/media/live_chat06.png and /dev/null differ diff --git a/livechat/media/live_chat07.png b/livechat/media/live_chat07.png deleted file mode 100644 index 427fe0324..000000000 Binary files a/livechat/media/live_chat07.png and /dev/null differ diff --git a/livechat/overview.rst b/livechat/overview.rst new file mode 100644 index 000000000..2097f7c02 --- /dev/null +++ b/livechat/overview.rst @@ -0,0 +1,10 @@ +======== +Overview +======== + +.. toctree:: + :titlesonly: + + overview/get_started + overview/ratings + overview/responses \ No newline at end of file diff --git a/livechat/overview/get_started.rst b/livechat/overview/get_started.rst new file mode 100644 index 000000000..29a6f1a62 --- /dev/null +++ b/livechat/overview/get_started.rst @@ -0,0 +1,83 @@ +========================== +Get Started with Live Chat +========================== + +Live Chat has the highest satisfaction rating of any communication tool. It allows fast responses +and it is accessible and convenient, as your customers can keep doing what they are doing while +interacting with you. Remember: your customers want to talk to you, so let's make it easy. + +Set up +====== + +Once *Live Chat* is installed on your database, if your website was created with Odoo, the +application is automatically added to it. All that is left to do is to go to +:menuselection:`Website --> Configuration --> Settings --> Live Chat`. + +.. image:: media/livechat_settings.png + :align: center + :height: 300 + :alt: View of the settings page and the live chat feature for Odoo Live Chat + +Select the channel to be linked to your website or create one on the fly. + +.. image:: media/channels.png + :align: center + :alt: View of a live chat channel form for Odoo Live Chat + +| For both scenarios, under: +| - **Operators**: add agents to respond to the chat requests. Add as many as you like, and keep in + mind that operators that do not show any activity in Odoo for more than 30min are considered + disconnected. +| - **Options**: set the default text to be shown on the live chat button; an automated welcome + message to be seen by visitors when a conversation is initiated, and the text that prompts the + user to initiate a chat. +| - **Channel Rules**: choose an action for a given URL, and/or per country. In the example below, + the chat window automatically pops-up 3 seconds after users (from any country) land on the + contact us page. + +.. image:: media/rules.png + :align: center + :alt: View of a channel’s rules form for Odoo Live Chat + +.. note:: + GeoIP, which refers to the process of finding a computer terminal’s geographical location by its + IP address, must be installed on your server. Otherwise, under *Channel Rules*, countries are + not taken into account. + +External options +---------------- + +| If your website was not created with Odoo, you can find the code to be added to your own, under + the *Widget* tab. +| Odoo also offers an URL you can send to users so they can have access to a single live chat page. + +.. image:: media/widget.png + :align: center + :alt: View of the widget tab for Odoo Live Chat + +Managing chat requests +====================== + +Conversations initiated by visitors pop up as a direct message, and are shown in *Discuss*. +Therefore, inquiries can be answered wherever you are in Odoo. + +.. image:: media/discuss.png + :align: center + :alt: View of the discuss application with a message sent through live chat in Odoo + +.. note:: + Conversations are dispatched based on the current workload of the online operators. + +Leave or join a channel +======================= + +Go to :menuselection:`Website --> Configuration --> Settings`, access your channel under +*Live Chat*, and *Join Channel* or *Leave Channel*. + +.. image:: media/joinchannel.png + :align: center + :alt: View of a channel form and the option to join a channel for Odoo Live Chat + +.. seealso:: + - :doc:`ratings` + - :doc:`responses` \ No newline at end of file diff --git a/livechat/overview/media/canned_response.png b/livechat/overview/media/canned_response.png new file mode 100644 index 000000000..3b6343573 Binary files /dev/null and b/livechat/overview/media/canned_response.png differ diff --git a/livechat/overview/media/channels.png b/livechat/overview/media/channels.png new file mode 100644 index 000000000..20cafc96e Binary files /dev/null and b/livechat/overview/media/channels.png differ diff --git a/livechat/overview/media/create_ticket.png b/livechat/overview/media/create_ticket.png new file mode 100644 index 000000000..54b76822c Binary files /dev/null and b/livechat/overview/media/create_ticket.png differ diff --git a/livechat/overview/media/customer_ratings.png b/livechat/overview/media/customer_ratings.png new file mode 100644 index 000000000..f88c0d194 Binary files /dev/null and b/livechat/overview/media/customer_ratings.png differ diff --git a/livechat/overview/media/discuss.png b/livechat/overview/media/discuss.png new file mode 100644 index 000000000..e7998d931 Binary files /dev/null and b/livechat/overview/media/discuss.png differ diff --git a/livechat/overview/media/joinchannel.png b/livechat/overview/media/joinchannel.png new file mode 100644 index 000000000..052bcf024 Binary files /dev/null and b/livechat/overview/media/joinchannel.png differ diff --git a/livechat/overview/media/livechat_settings.png b/livechat/overview/media/livechat_settings.png new file mode 100644 index 000000000..80817e523 Binary files /dev/null and b/livechat/overview/media/livechat_settings.png differ diff --git a/livechat/overview/media/operator_chatwindow.png b/livechat/overview/media/operator_chatwindow.png new file mode 100644 index 000000000..cb86e94ad Binary files /dev/null and b/livechat/overview/media/operator_chatwindow.png differ diff --git a/livechat/overview/media/publish_ratings.png b/livechat/overview/media/publish_ratings.png new file mode 100644 index 000000000..ea031a448 Binary files /dev/null and b/livechat/overview/media/publish_ratings.png differ diff --git a/livechat/overview/media/rules.png b/livechat/overview/media/rules.png new file mode 100644 index 000000000..e91e3579b Binary files /dev/null and b/livechat/overview/media/rules.png differ diff --git a/livechat/overview/media/user_chatwindow.png b/livechat/overview/media/user_chatwindow.png new file mode 100644 index 000000000..68ffabc5e Binary files /dev/null and b/livechat/overview/media/user_chatwindow.png differ diff --git a/livechat/overview/media/widget.png b/livechat/overview/media/widget.png new file mode 100644 index 000000000..dd2ea2834 Binary files /dev/null and b/livechat/overview/media/widget.png differ diff --git a/livechat/overview/ratings.rst b/livechat/overview/ratings.rst new file mode 100644 index 000000000..58e3a2e41 --- /dev/null +++ b/livechat/overview/ratings.rst @@ -0,0 +1,45 @@ +======= +Ratings +======= + +Giving users the opportunity to rate their interactions can help you improving the experience you +offer. That means staying on top of your customers' needs, besides keeping track of your operators’ +performances. + +Customer Rating +=============== + +| Once the user chooses to close the chat window, he can rate his interaction. +| If the user is *Not satisfied* or *Highly dissatisfied*, a field allowing for an explanation + is shown. +| A copy of the conversation can also be sent by email. + +.. image:: media/user_chatwindow.png + :align: center + :height: 400 + :alt: View of the chat window from a user’s side for Odoo Live Chat + +The rating is shown on the chat window itself for the operator. + +.. image:: media/operator_chatwindow.png + :align: center + :alt: View of a chat window from an operator’s side highlighting a rating for Odoo Live Chat + +And under :menuselection:`Report --> Customer Ratings`. + +.. image:: media/customer_ratings.png + :align: center + :alt: View of the customer ratings page in Odoo Live Chat + +Make the rating public +====================== + +Go to :menuselection:`Website --> Configuration --> Settings`, access your channel form, click on +*Go to Website* and on *Unpublished*, to publish the rating of that channel on your website. + +.. image:: media/publish_ratings.png + :align: center + :alt: View of the public ratings in the website for Odoo Live Chat + +.. seealso:: + - :doc:`responses` \ No newline at end of file diff --git a/livechat/overview/responses.rst b/livechat/overview/responses.rst new file mode 100644 index 000000000..1d01c8682 --- /dev/null +++ b/livechat/overview/responses.rst @@ -0,0 +1,48 @@ +============================= +Commands and Canned Responses +============================= + +Using canned responses can help you save time and have a previous, well-thought response, to some +of your most common questions and comments. + +Use commands +============ + +Commands are shortcuts that do specific actions within the chat window: + +#. **/help**: shows a help message. +#. **/helpdesk**: creates a helpdesk ticket. +#. **/helpdesk_search**: searches for a helpdesk ticket. +#. **/history**: shows the last 15 visited pages. +#. **/lead**: creates a new lead. +#. **/leave**: leaves the channel. + +.. important:: + | - For *helpdesk tickets*: make sure the application is installed on your database and the + option *Live Chat* under :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` + is enabled. + | - For *leads*: the *CRM* application must be installed on your database. + +To access the ticket or lead created from the chat, click on the shortcut link. + +.. image:: media/create_ticket.png + :align: center + :alt: View of the chat window with a helpdesk ticket created in Odoo Live Chat + +.. tip:: + Helpdesk tickets created from the chat automatically add the conversation as a description of + the ticket. The same goes for the creation of a lead. + +Send canned responses +===================== + +| Canned responses allow you to have a full piece of text being placed when you type a shortcut word. + To create them, go to :menuselection:`Live Chat --> Configuration --> Canned Responses`. +| To use them during a conversation, simply type **:** followed by the shortcut word you created. + +.. image:: media/canned_response.png + :align: center + :alt: View of a chat window and the use of a canned response in Odoo Live Chat + +.. seealso:: + - :doc:`ratings` diff --git a/social_marketing/overview/livechat.rst b/social_marketing/overview/livechat.rst index 5686e7a08..25e15b274 100644 --- a/social_marketing/overview/livechat.rst +++ b/social_marketing/overview/livechat.rst @@ -57,4 +57,4 @@ on the respective pages. :alt: Choose the pages to be tracked in the website application for Odoo Social Marketing .. seealso:: - - :doc:`../../livechat/livechat` + - :doc:`../../livechat/overview/get_started`