mirror of
https://github.com/odoo/documentation.git
synced 2025-12-12 07:29:27 +07:00
742b8bb210
closes odoo/documentation#15268 Signed-off-by: Jessica Rogers (jero) <jero@odoo.com> Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com> Co-authored-by: Felicia Kuan <feku@odoo.com>
178 lines
7.5 KiB
ReStructuredText
178 lines
7.5 KiB
ReStructuredText
=================
|
|
Information panel
|
|
=================
|
|
|
|
The **Live Chat** information panel provides agents with the context they need to handle live chat
|
|
conversations efficiently. It gathers key information about the visitor and the conversation
|
|
history, allowing agents to respond faster and avoid repetitive messaging.
|
|
|
|
Accessing the info panel
|
|
========================
|
|
|
|
To view the info panel, open a live chat conversation either in the **Discuss** app or the **Live
|
|
Chat** app. Live chat discussions in the **Discuss** app are listed on the left side panel, under
|
|
the title of the live chat channel where the conversation began. In the **Live Chat** app,
|
|
conversations can be accessed by navigating to :menuselection:`Live Chat --> Sessions --> All
|
|
Conversations`.
|
|
|
|
The information panel appears on the right side of the conversation. Click the :icon:`fa-info`
|
|
:guilabel:`(information)` icon to toggle the info panel open or closed.
|
|
|
|
.. image:: information/info-panel.png
|
|
:alt: The information panel for a known contact.
|
|
|
|
Contact information
|
|
===================
|
|
|
|
If the live chat conversation involves a known contact, a :guilabel:`View Contact` button appears at
|
|
the top of the panel. Clicking this button opens the :doc:`contact record
|
|
<../../essentials/contacts>` for the customer, without closing the conversation. The contact record
|
|
links to the customers' sales, invoices, meetings, and previous live chat sessions.
|
|
|
|
Status
|
|
======
|
|
|
|
In an active livechat conversation, the *Status* can be set to allow agents to identify
|
|
conversations that require immediate action, and inform other agents which conversations require
|
|
their expertise at any given time.
|
|
|
|
In progress
|
|
-----------
|
|
|
|
The *In progress* status is the default status for a conversation. This status indicates that the
|
|
customer is waiting for a response from an agent.
|
|
|
|
.. tip::
|
|
If a conversation is set to *Waiting for customer*, it will revert to *In progress* as soon as
|
|
the customer sends a new message.
|
|
|
|
Waiting for customer
|
|
--------------------
|
|
|
|
The *Waiting for customer* status indicates that an agent has sent a message to the customer and is
|
|
waiting for a response. When this status is applied, the conversation is highlighted in yellow with
|
|
a :icon:`fa-hourglass-start` :guilabel:`(hourglass)` icon.
|
|
|
|
.. image:: information/waiting-for-customer.png
|
|
:alt: A conversation with the waiting for customer status.
|
|
|
|
.. important::
|
|
The *Waiting for customer* status **must** be manually applied.
|
|
|
|
Looking for help
|
|
----------------
|
|
|
|
If a conversation is marked with the status *Looking for help*, it moves from its original channel
|
|
name heading to the *Looking for help* heading, and the :icon:`fa-exclamation-circle`
|
|
:guilabel:`(exclamation circle)` icon is added. Any user with **Live Chat** permissions can view or
|
|
join these conversations, even if they are not currently active in a live chat channel.
|
|
|
|
If a conversation with the *Looking for help* status has an :ref:`expertise <information/expertise>`
|
|
listed that matches the user's, the conversation is marked with a :icon:`fa-star` :guilabel:`(star)`
|
|
icon.
|
|
|
|
.. image:: information/relevant-to-experience.png
|
|
:alt: The looking for help panel with a star marking conversations relevant to user expertise.
|
|
|
|
To join a conversation in progress, click the :icon:`fa-sign-in` :guilabel:`(sign in)` icon at the
|
|
top of the information panel. Doing so moves the conversation back to the channel heading and
|
|
reverts the status to *In progress*. The customer is also informed that a new user has joined the
|
|
chat.
|
|
|
|
If the icon does not appear, manually set the status to *In progress* to inform other agents the
|
|
conversation is being handled.
|
|
|
|
.. tip::
|
|
All conversations that have been tagged with the status *Looking for help* can be found by
|
|
navigating to :menuselection:`Live Chat app --> Sessions --> Looking for Help`. Use the filters
|
|
to find the appropriate session date.
|
|
|
|
Notes
|
|
=====
|
|
|
|
The :guilabel:`Notes` field allows agents to leave comments about the conversation, recap the
|
|
situation when transferring it to another agent, or to add context to the conversation that can be
|
|
viewed later in reporting.
|
|
|
|
Tags
|
|
====
|
|
|
|
Tags can be added to a conversation to assist with categorizing, tracking issues, and enhancing
|
|
reporting. Click :guilabel:`Tags` :icon:`fa-plus`, then select a tag from the list, or enter a new
|
|
one in the field. Multiple tags can be added to a single conversation.
|
|
|
|
Chatbot answers
|
|
===============
|
|
|
|
If the conversation was forwarded from a chatbot, the answers selected from the chatbot are included
|
|
on the information panel under *Chatbot answers*.
|
|
|
|
.. image:: information/chatbot-answers.png
|
|
:alt: The chatbot answers section of the information panel.
|
|
|
|
.. _information/expertise:
|
|
|
|
Expertise
|
|
=========
|
|
|
|
The :guilabel:`Expertise` field allows agents to designate the topic of conversation to a specific
|
|
skillset or knowledge scope. This helps to categorize the conversation for assignment purposes, as
|
|
well as issue tacking and enchanced reporting. Click into the field and select one or more options
|
|
from the drop-down list.
|
|
|
|
Country & language
|
|
==================
|
|
|
|
The *Country & Language* section identifies where the customer is located, and their language. A
|
|
visitor's language is determined via their browser's language settings.
|
|
|
|
.. note::
|
|
Conversations are assigned to operators based on a number of criteria, including availability and
|
|
the number of ongoing conversations. While the operator's main language and additional languages
|
|
are taken into consideration, they do **not** supersede all other criteria.
|
|
|
|
Recent conversations
|
|
====================
|
|
|
|
Any recent live chat conversations with this customer also appear in the information panel. Click on
|
|
the :icon:`fa-external-link` :guilabel:`(external link)` icon on the ticket title to open the
|
|
conversation in a new tab.
|
|
|
|
.. image:: information/recent-conversations.png
|
|
:alt: The recent conversations field on the information panel.
|
|
|
|
Open tickets
|
|
============
|
|
|
|
Any open **Helpdesk** tickets created by the customer also appear in the information panel. Click on
|
|
the :icon:`fa-external-link` :guilabel:`(external link)` icon on the ticket title to open the ticket
|
|
record in a new tab.
|
|
|
|
.. image:: information/open-tickets.png
|
|
:alt: The open ticket field on the information panel.
|
|
|
|
Outcome
|
|
=======
|
|
|
|
For closed conversations, the *Outcome* field defines how the conversation concluded:
|
|
|
|
- *No Answer*: assigned when the customer does not respond to the agent. This usually occurs when
|
|
the session is initiated, but the customer does not engage or send additional messages.
|
|
- *No One Available*: assigned when no agents are available to respond to the customer. This occurs
|
|
when the session is initiated, but no operator is online or available to be assigned to the chat.
|
|
- *Success*: assigned when the live chat session is completed successfully. This outcome does
|
|
**not** depend the customer providing a positive rating, it is dependent on the session being
|
|
resolved without escalation or failure.
|
|
- *Escalated*: assigned when the session is forwarded to another operator. This indicates the
|
|
initial operator could not resolve the issue, and required assistance.
|
|
|
|
Send conversation
|
|
=================
|
|
|
|
When the conversation is complete, scroll to the bottom of the info panel. The email address in the
|
|
field can be edited to send to a different address.click the :icon:`fa-paper-plane`
|
|
:guilabel:`(paper plane)` icon to send a copy of the conversation transcript.
|
|
|
|
.. image:: information/send-convo.png
|
|
:alt: The send conversation button at the bottom of the info panel.
|