[ADD] Live chat: expertise

Author: jero-odoo

content/applications/websites/livechat.rst

@@ -262,3 +262,4 @@ When they click the link, they are redirected to a new chat window.
    livechat/reports
    livechat/participate
    livechat/information
+   livechat/expertise

content/applications/websites/livechat/chatbots.rst

@@ -14,6 +14,8 @@ including the webpage where it is located, and the information it captures.
 .. image:: chatbots/chatbot-visitor-view.png
    :alt: View of the chat window with a helpdesk ticket created in Odoo Live Chat.
 
+.. _chatbot/build-a-chatbot:
+
 Build a chatbot
 ===============
 
@@ -116,6 +118,8 @@ to follow up with additional information, schedule demos, and more.
    Due to the vast number of formats used for phone numbers worldwide, responses to this step type
    are not validated for formatting, and can include both numbers and special characters.
 
+.. _chatbot/forward-to-operator:
+
 Forward to Operator
 ~~~~~~~~~~~~~~~~~~~
 

content/applications/websites/livechat/expertise.rst

@@ -0,0 +1,94 @@
+=========
+Expertise
+=========
+
+In Odoo's **Live Chat**, agents can designate *Expertise* in one or more areas. This allows
+conversations to be assigned to them based on their areas of expertise.
+
+When a visitor requests help on a specific topic, Odoo can automatically assign the conversation to
+an agent who declared that expertise. Expertise improves routing efficiency, reduces wait time, and
+ensures customers speak to the most qualified person available.
+
+Create a new expertise
+======================
+
+To create a new expertise, navigate to :menuselection:`Live Chat app --> Configuration -->
+Expertise` and click :guilabel:`New`. Enter a :guilabel:`Name` for the area of focus.
+
+Under :guilabel:`Operators`, select one or more users from the drop-down to assign this expertise.
+
+.. note::
+   *Administrator* level access is required in the **Live Chat** application to create or edit
+   expertise. Those with *User* level access can view the expertise menu and see which users are
+   assigned to each expertise, but they cannot make changes.
+
+Set live chat expertise
+=======================
+
+To set a user's live chat expertise, click on the user avatar in the top-right corner of any page in
+the database. Select :guilabel:`My Preferences` from the drop-down menu to open the profile page. On
+the right side of the :guilabel:`Preferences` tab, select one or more options from the
+:guilabel:`Live Chat Expertise` drop-down list.
+
+.. image:: expertise/select-expertise.png
+   :alt: A user profile with the Live Chat Expertise menu open.
+
+Forward conversations based on expertise
+========================================
+
+Once an expertise has been assigned to one or more operators, they can be used to forward
+conversations. This allows a chatbot to identify the operator who is best suited to handle a
+customer request.
+
+Forward via chatbot
+-------------------
+
+:doc:`Chatbots <chatbots>` are designed to mimic a conversation with a live human, and operate based
+off of a pre-written script of steps to follow. The :ref:`Forward to Operator
+<chatbot/forward-to-operator>` step type is used to send a conversation from a chatbot to an active
+live chat agent who can then continue the conversation based where the chatbot left off. By adding
+exoertise to this step, the chatbot will first look for an agent with matching expertise, to ensure
+the agent is the best person for the situation.
+
+To add expertise to a chatbot conversation, navigate to :menuselection:`Live Chat app -->
+Configuration --> Chatbots`. Click on an existing chatbot to open it, or click :guilabel:`New` to
+:ref:`create a new one <chatbot/build-a-chatbot>`. Scroll to the :guilabel:`Script` tab.
+
+If there is an existing *Forward to Operator* step, click on it. If not, click :guilabel:`Add a
+line`, then select *Forward to Operator* in the :guilabel:`Step Type` field.
+
+In the :guilabel:`Operator Expertise` field, select one or more expertise for the chatbot to
+consider when prioritizing users for converations on the related channel. Click :guilabel:`Save`
+when finished.
+
+.. tip::
+   When making selections in this field, keep in mind the use case for the chatbot. A *Support*
+   chatbot will cover different topics than a *Recruitment* chatbot.
+
+.. image:: expertise/script-steps.png
+   :alt: A forward to operator script step pop-up.
+
+Add users to a conversation
+---------------------------
+
+Users can add other live chat agents to an ongoing conversation directly from the chat window. Open
+an active live chat conversation through the :menuselection:`Discuss app`. At the top-right of the
+chat, click the :icon:`fa-user-plus` :guilabel:`(user plus)` icon to open the *Invite People* menu.
+The user's expertise are listed next to the :icon:`fa-graduation-cap` :guilabel:`(graduation cap)`
+icon.
+
+.. image:: expertise/add-users.png
+   :alt: The add users menu in a live chat conversation.
+
+To add a user to the conversation, tick the checkbox to the right of the user's name, then click
+:guilabel:`Invite`.
+
+.. note::
+   *Expertise* only appear on the *Invite People* pop-up for live chat conversations, not direct
+   messages.
+
+Looking for help conversations
+==============================
+
+.. identify conversations based on status and expertise
+