[ADD] Live Chat: Info Panel

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 +1,177 @@
+=================
+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.