[ADD] Live chat: expertise

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/expertise

content/applications/websites/livechat/expertise.rst

@@ -0,0 +1,45 @@
+=========
+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.
+
+.. tip::
+   An expertise should not be too granualar, as it needs to encompass a large amount of customer
+   concerns.
+
+Under :guilabel:`Operators`, select one or more users from the drop-down to assign this expertise.
+
+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
+========================================
+
+.. Chatbot steps
+
+
+Looking for help conversations
+==============================
+
+.. identify conversations based on status and expertise
+