[ADD] Live Chat: Info Panel

Author: jero-odoo

content/applications/websites/livechat.rst

@@ -261,3 +261,4 @@ When they click the link, they are redirected to a new chat window.
    livechat/chatbots
    livechat/reports
    livechat/participate
+   livechat/information

content/applications/websites/livechat/information.rst

@@ -0,0 +1,81 @@
+=================
+Information panel
+=================
+
+The **Live Chat** information panel provides agents with 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 repetative 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`.
+
+On the right side of the conversation, click the :icon:`fa-info` :guilabel:`(information)` icon to
+open the info panel.
+
+.. 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
+======
+
+The *Status* feature allows agents to quickly identify conversations that require immediate action,
+and allow other agents to join a convesation where their expertise could be beneficial.
+
+In progress
+-----------
+
+The *In progress* status
+
+Waiting for customer
+--------------------
+
+
+Looking for help
+----------------
+
+If a conversation is marked with the status *Looking for help*, it moves from under the 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 expertise listed that matches the users,
+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. 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.
+
+Notes
+=====
+
+The :guilabel:`Notes` field allows agents to leave comments about the conversation, recap the
+sitaution when transfering it to another agent, or to allow them to add context to the conversation
+that can be viewed later in reporting.
+
+Send transcript
+===============
+
+When the conversation is complete, scroll to the bottom of the info panel and click the
+:icon:`fa-paper-plane` :guilabel:`(paper plane)` icon to send a copy of the conversation transcript.
+The email address in the field can be edited to send to a different address.
+
+.. image:: information/send-convo.png
+   :alt: The send conversation button at the bottom of the info panel.
+