[MOV] live chat: structure

task-3269837 closes odoo/documentation#4127 X-original-commit: 1685449f61 Signed-off-by: Castillo Jonathan (jcs) <jcs@odoo.com>
2023-04-11 10:12:28 +00:00
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+=============================
+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:: responses/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:: responses/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`