[ADD] livechat: New documentation section
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Yannick Tivisse
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:banner: banners/livechat.jpg
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=========
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Live Chat
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=========
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Chat in live with website visitors
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==================================
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With Odoo Live Chat, you can establish a direct contact with your
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website visitors. A simple dialog box will be available on their screen
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and will allow them to get in touch with one of your sales
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representatives. This way, you can easily turn prospects into potential
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business opportunities. You will also be able to provide assistance to
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your customers. Overall, this is the perfect tool to improve customer
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satisfaction.
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Configuration
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=============
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To get the Live Chat feature, open the Apps module, search for "Live
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Chat" and then click on install.
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.. image:: media/live_chat01.png
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:align: center
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The Live Chat module provides you a direct access to your channels.
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There, operators can easily join and leave the chat.
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.. image:: media/live_chat02.png
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:align: center
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Add the live chat to an Odoo website
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====================================
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If your website was created with Odoo, then the live chat is
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automatically added to it. All that is left to do, is to go to
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:menuselection:`Website --> Configuration --> Settings` to select the
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channel to be linked to the website.
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.. image:: media/live_chat03.png
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:align: center
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Add the live chat to an external website
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========================================
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If your website was not created with Odoo, go to the Live Chat module
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and then select the channel to be linked. There, you can simply copy
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paste the code available into your website. A specific url you can send
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to customers or suppliers for them to access the live chat is also
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provided.
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Hide / display the live chat according to rules
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===============================================
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Rules for the live chat can be defined on the channel form. For
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instance, you can choose to display the chat in the countries you speak
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the language of. On the contrary, you are able to hide the chat in
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countries your company does not sell in. If you select *Auto popup*,
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you can also set the length of time it takes for the chat to appear.
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.. image:: media/live_chat04.png
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:align: center
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Prepare automatic messages
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==========================
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On the channel form, in the *Options* section, several messages can be
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typed to appear automatically on the chat. This will entice visitors to
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reach you through the live chat.
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.. image:: media/live_chat05.png
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:align: center
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Start chatting with customers
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=============================
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In order to start chatting with customers, first make sure that the
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channel is published on your website. To do so, select *Unpublished on
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Website* on the top right corner of the channel form to toggle the
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*Published* setting. Then, the live chat can begin once an operator
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has joined the channel.
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.. image:: media/live_chat06.png
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:align: center
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.. note::
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If no operator is available and/or if the channel is
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unpublished on the website, then the live chat button will not appear to
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visitors.
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In practice, the conversations initiated by the visitors will appear in
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the Discuss module and will also pop up as a direct message. Therefore,
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inquiries can be answered wherever you are in Odoo.
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If there several operators in charge of a channel, the system will
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dispatch sessions randomly between them.
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Use commands
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============
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Commands are useful shortcuts for completing certain actions or to
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access information you might need. To use this feature, simply type the
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commands into the chat. The following actions are available :
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\*\*/help\*\* : show a helper message.
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\*\*/helpdesk\*\* : create a helpdesk ticket.
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\*\*/helpdesk\_search\*\* : search for a helpdesk ticket.
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\*\*/history\*\* : see 15 last visited pages.
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\*\*/lead\*\* : create a new lead.
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\*\*/leave\*\* : leave the channel.
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.. note::
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If a helpdesk ticket is created from the chat, then the
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conversation it was generated from will automatically appear as the
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description of the ticket. The same goes for the creation of a lead.
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Send canned responses
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=====================
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Canned responses allow you to create substitutes to generic sentences
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you frequently use. Typing a word instead of several will save you a lot
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of time. To add canned responses, go to :menuselection:`LIVE CHAT -->
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Configuration --> Canned Responses` and create as many as you need to.
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Then, to use them during a chat, simply type ":" followed by the
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shortcut you assigned.
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.. image:: media/live_chat07.png
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:align: center
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You now have all of the tools needed to chat in live with your website
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visitors, enjoy !
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