[ADD] Live chat: expertise #15327
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[ADD] Live chat: expertise #15327
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@larm-odoo this is ready for review thanks! |
larm-odoo
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Nov 19, 2025
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Great understandable doc, on stuff I knew nothing about! Just a few comments - mostly to take or leave. Approved!
| Expertise | ||
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| In Odoo's **Live Chat**, agents can designate *Expertise* in one or more areas. This allows |
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| In Odoo's **Live Chat**, agents can designate *Expertise* in one or more areas. This allows | |
| In Odoo's **Live Chat**, agents can designate *expertise* in one or more areas. This allows |
It feels like a description here instead of a GUI/menu heading, so I'd lower case the E.
| conversations to be assigned to them based on their scope of knowledge. | ||
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| When a visitor requests help on a specific topic, Odoo can automatically assign the conversation to | ||
| an agent who has declared that expertise. Expertise improves routing efficiency, reduces wait time, |
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| an agent who has declared that expertise. Expertise improves routing efficiency, reduces wait time, | |
| an agent with that specific expertise. Expertise improves routing efficiency, reduces wait time, |
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| When a visitor requests help on a specific topic, Odoo can automatically assign the conversation to | ||
| an agent who has declared that expertise. Expertise improves routing efficiency, reduces wait time, | ||
| and ensures customers speak to the most qualified person available. |
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| and ensures customers speak to the most qualified person available. | |
| and ensures customers speak to a qualified person. |
What happens if no one is available? If it's in this doc, I might link it here - just so they can jump if they are like 'what if no one is availabe?'
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| *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. |
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| *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. | |
| *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. |
You can link in th etext or add a see also block for the access rights doc
| Set live chat expertise | ||
| ======================= | ||
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| To set a user's live chat expertise, click on the user avatar in the top-right corner of any page in |
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I had no idea how to do this =D
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| :ref:`create a new one <chatbot/build-a-chatbot>`. Scroll to the :guilabel:`Script` tab. | ||
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| 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. |
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| :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. | |
| :ref:`create a new one <chatbot/build-a-chatbot>`.. | |
| In 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. |
Only because you don't need to scroll- the tab is right there.
| when finished. | ||
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| .. tip:: | ||
| When making selections in this field, considerthe use case for the chatbot. A *Support* chatbot |
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| When making selections in this field, considerthe use case for the chatbot. A *Support* chatbot | |
| When making selections in this field, consider the use case for the chatbot. A *Support* chatbot |
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| .. image:: expertise/script-steps.png | ||
| :alt: A forward to operator script step pop-up. | ||
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Do you want to add the 'Only if' field? Or explain why it should be left blank?
| --------------------------- | ||
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| 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 |
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Can you do this in the Live Chat app too? If so, I'd mention that as well.
| 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 is listed next to the :icon:`fa-graduation-cap` :guilabel:`(graduation cap)` |
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| The user's expertise is listed next to the :icon:`fa-graduation-cap` :guilabel:`(graduation cap)` | |
| Only available agents are listed, and the user's expertise is listed next to the :icon:`fa-graduation-cap` :guilabel:`(graduation cap)` |
Not sure if that's true!
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new doc covering Live Chat expertise
Creating and assigning expertise, forwarding conversations, joining "looking for help" status conversations based on expertise