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ReStructuredText
116 lines
5.3 KiB
ReStructuredText
=========
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Expertise
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=========
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In Odoo's **Live Chat**, agents can designate *expertise* in one or more areas. This allows
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conversations to be assigned to them based on their scope of knowledge.
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When a visitor requests help on a specific topic, Odoo can automatically assign the conversation to
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an available agent with that expertise. Expertise improves routing efficiency, reduces wait time,
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and ensures customers speak to the most qualified person available.
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Create a new expertise
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======================
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To create a new expertise, navigate to :menuselection:`Live Chat app --> Configuration -->
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Expertise` and click :guilabel:`New`. Enter a :guilabel:`Name` for the area of focus.
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Under :guilabel:`Operators`, select one or more users from the drop-down to assign this expertise.
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.. note::
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*Administrator* level :doc:`access <../../general/users/access_rights>` is required in the **Live
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Chat** application to create or edit expertise. Those with *User* level access can view the
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expertise menu and see which users are assigned to each expertise, but they cannot make changes.
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Set live chat expertise
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=======================
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To set a user's live chat expertise, click on the user avatar in the top-right corner of any page in
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the database. Select :guilabel:`My Preferences` from the drop-down menu to open the profile page. On
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the right side of the :guilabel:`Preferences` tab, select one or more options from the
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:guilabel:`Live Chat Expertise` drop-down list.
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.. image:: expertise/select-expertise.png
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:alt: A user profile with the Live Chat Expertise menu open.
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Forward conversations based on expertise
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========================================
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Once an expertise has been assigned to one or more operators, they can be used to forward
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conversations. This allows a chatbot to identify the operator who is best suited to handle a
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customer request.
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Forward via chatbot
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-------------------
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:doc:`Chatbots <chatbots>` are designed to mimic a conversation with a live human, and operate based
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on a pre-written script of steps to follow. The :ref:`Forward to Operator
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<chatbot/forward-to-operator>` step type is used to send a conversation from a chatbot to an active
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live chat agent who can then continue the conversation based on where the chatbot left off. By
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adding expertise to this step, the chatbot will first look for an agent with matching expertise, to
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ensure the agent is the best person for the situation.
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To add expertise to a chatbot conversation, navigate to :menuselection:`Live Chat app -->
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Configuration --> Chatbots`. Click on an existing chatbot to open it, or click :guilabel:`New` to
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:ref:`create a new one <chatbot/build-a-chatbot>`.
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On the :guilabel:`Script` tab, if there is an existing *Forward to Operator* step, click on it. If
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not, click :guilabel:`Add a line`, then select *Forward to Operator* in the :guilabel:`Step Type`
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field.
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In the :guilabel:`Operator Expertise` field, select one or more expertise for the chatbot to
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consider when prioritizing users for conversations on the related channel. Click :guilabel:`Save`
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when finished.
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.. tip::
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When making selections in this field, consider the use case for the chatbot. A *Support* chatbot
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will cover different topics than a *Recruitment* chatbot.
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.. image:: expertise/script-steps.png
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:alt: A forward to operator script step pop-up.
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Add users to a conversation
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---------------------------
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Users can add other live chat agents to an ongoing conversation directly from the chat window. Open
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an active live chat conversation through the :menuselection:`Discuss app`. At the top-right of the
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chat, click the :icon:`fa-user-plus` :guilabel:`(user plus)` icon to open the *Invite People* menu.
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The user's expertise is listed next to the :icon:`fa-graduation-cap` :guilabel:`(graduation cap)`
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icon.
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.. image:: expertise/add-users.png
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:alt: The add users menu in a live chat conversation.
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To add a user to the conversation, tick the checkbox to the right of the user's name, then click
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:guilabel:`Invite`.
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.. note::
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*Expertise* only appear on the *Invite People* pop-up for live chat conversations, not direct
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messages.
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Looking for help conversations
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==============================
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In an active livechat conversation, the :ref:`Status <information/status>` can be set to allow
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agents to identify conversations that require immediate action, and inform other agents which
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conversations require their expertise at any given time. If a conversation is marked with the status
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*Looking for help*, other agents have the opportunity to join.
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To view *Looking for help* conversations, navigate to the :menuselection:`Discuss app`.
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Conversations with the status appear under the *Looking for help* heading.
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If an agent has a matching expertise, the conversation is marked with a :icon:`fa-star`
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:guilabel:`(star)` icon.
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.. image:: expertise/looking-for-help.png
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:alt: A conversation with the looking for help status and relevant expertise tagged.
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.. tip::
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*Looking for help* conversations can also be viewed by navigating to :menuselection:`Live Chat
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app --> Sessions --> Looking for Help`.
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To join a conversation in progress, click the :icon:`fa-sign-in` :guilabel:`(sign in)` icon at the
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top of the information panel. Doing so moves the conversation back to the channel heading and
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reverts the status to *In progress*. The customer is also informed that a new user has joined the
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chat.
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