Live Chat¶
Odoo Live Chat allows users to communicate with website visitors in real time. With Live Chat, leads can be qualified for their sales potential, support questions can be answered quickly, and issues can be directed to the appropriate team for further investigation or follow up. Live Chat also provides the opportunity for instant feedback from customers.
Activer le Live Chat¶
The Live Chat application is installed in multiple ways:
Go to , search
Live Chat, and click Install.Go to the list view, select a team, and on the team’s settings page, tick the Live Chat checkbox, under the Channels section.
In the app, go to , scroll to the How to configure the Twitter API access section, tick the Livechat checkbox, and click Save.
Note
After the Live Chat application is installed, a live chat Channel is created by default.
Créer un nouveau canal de live chat¶
To create a new live chat Channel, go to . This opens a blank channel detail form. Enter the name of the new channel in the Channel Name field.
To configure the remaining tabs on the channel detail form (Operators, Options, Channel Rules, and Widget), follow the steps below.
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The channel detail form for any channel can be accessed by navigating back to the Website Live Chat Channels dashboard, via the breadcrumbs. Click the Kanban card for the appropriate live chat channel to open the channel detail form.
Operators tab¶
Operators are the users who act as agents and respond to live chat requests from customers. When a user is added as an operator in a live chat channel, they can receive chats from website visitors wherever they are in the database. Chat windows open in the bottom-right corner of the screen.
On the channel detail form, click the Operators tab. The user who originally created the live chat channel has been added as an operator by default.
Note
Current operators can be edited, or removed, by clicking on their respective boxes in the Operators tab, which reveals a separate Open: Operators pop-up window. In that pop-up window, adjust any information, as needed. Then, click Save, or click Remove to remove that operator from the channel.
Click Add to reveal an Add: Operators pop-up window.
In the pop-up window, scroll to find the desired users, or enter their name in the search bar. Then, tick the checkbox next to the users to be added, and click Select.
New operators can be created and added to the list directly from this pop-up window, as well, by clicking New, and filling out the Create Operators form. When the form is complete, click Save & Close, or Save & New for multiple record creations.
Danger
Creating a new user can impact the status of an Odoo subscription, as the total number of users in a database counts towards the billing rate. Proceed with caution before creating a new user. If a user already exists, adding them as an operator does not alter the subscription or billing rate for a database.
Onglet Options¶
The Options tab on the live chat channel detail form contains the visual and text settings for the live chat window.
Livechat Button section¶
The Livechat Button is the icon that appears in the bottom-right corner of the website.
The Live Chat button in the bottom-right corner of an Odoo website.¶
Modifiez le texte dans le champ Texte du bouton pour mettre à jour le message d’accueil affiché dans la bulle de texte lorsque le bouton de live chat apparaît sur le site web.
The Livechat Button Color alters the color of the live chat button as it appears on the website. To change the color, click on a color bubble to open the color selection window, then click and drag the circle along the color gradient. Click out of the selection window once complete. Click the (refresh) icon to the right of the color bubbles to reset the colors to the default selection.
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Color selection, for the button or header, can be made manually using a slider or through RGB, HSL, or HEX color code entries from the pop-up color selection window that appears when either of the color bubbles are clicked. Different options are available, depending on the operating system.
Livechat Window section¶
La Fenêtre de live chat est l’espace où se déroule la conversation en direct avec les visiteurs du site web.
Edit the Welcome Message to change the message a visitor sees when they open a new chat session. This message appears as though it is sent by a live chat operator, and acts as both a greeting and an invitation to continue the conversation.
Edit the Chat Input Placeholder to alter the text that appears in the box where visitors type their replies. This message prompts the visitor to initiate the chat.
The Channel Header is the colored bar at the top of the chat window. The Channel Header Color can be changed following the same steps as the Livechat button.
La fenêtre de live chat avec un en-tête violet. Le placeholder de l’entrée de conversation indique « Posez une question… »¶
Channel Rules tab¶
To configure which website user actions open the live chat window, go to the Channel Rules tab on the live chat channel detail form.
To create a new channel rule, click Add a line. This opens the Create Rules pop-up window.
Créer de nouvelles règles¶
Fill out the fields on the Create Rules pop-up window as instructed below, then click Save & Close.
The Livechat Button is the icon that appears in the bottom-right corner of the website. Select from one of the following display options:
Show: displays the chat button on the page.
Show with notification: displays the chat button, as well as a floating text bubble next to the button.
Open automatically: displays the button, and automatically opens the chat window after a specified amount of time (designated in the Open automatically timer field that appears when this option is selected).
Hide: hides the chat button on the page.
To include a Chatbot on this channel, select it from the drop-down menu. If the chatbot should only be active when no operators are active, tick the checkbox labeled, Enabled only if no operator.
The URL Regex specifies the web pages where this rule should be applied. In the URL Regex field, input the relative URL of the page where the chat button should appear.
For example, to apply the rule to the URL, https://mydatabse.odoo.com/shop, enter /shop
to the URL Regex field.
To apply the rule to all pages on the database, enter / in the URL Regex
field.
This field designates the amount of time (in seconds) a page should be open before the chat window opens. This field only appears if the Live Chat Button for this rule is set to Open automatically.
If this channel should only be available to site visitors in specific countries, add them to the Country field. If this field is left blank, the channel is available to all site visitors, regardless of location.
Note
To track the geographical location of visitors, GeoIP must be installed on the database. While this feature is installed by default on Odoo Online databases, On-Premise databases require additional setup steps.
Widget tab¶
The Widget tab on the live chat channel detail form provides the code for a website widget. This code can be added to a website to provide access to a live chat window.
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The live chat widget can be added to websites created through Odoo by navigating to . Then, scroll to the section. In the Channel field, select the channel to add to the site. Click Save to apply.
To add the widget to a website created on a third-party platform, click the first COPY
button on the Widget tab, and paste the code into the <head> tag on the site.
Likewise, to send a live chat session to a customer, click the second COPY button on the Widget tab. This link can be sent directly to a customer. When they click the link, they are redirected to a new chat window.
Participer à une conversation¶
Comme il est expliqué ci-dessus, les opérateurs sont les utilisateurs qui répondent aux demandes de live chat des clients. Les informations suivantes décrivent les étapes nécessaires pour que les opérateurs participent à des conversations de live chat dans une base de données Odoo.
Définir un nom de chat en ligne¶
Avant de participer à un live chat, les opérateurs doivent mettre à jour leur Nom de chat en ligne. C’est le nom qui sera affiché aux visiteurs du site web dans la conversation de live chat.
Pour mettre à jour le Nom de chat en ligne, cliquez sur le nom d’utilisateur dans le coin supérieur droit de n’importe quelle page sur la base de données. Sélectionnez Mon profil pour ouvrir la page du profil. Dans la partie droite de l’onglet Préférences, repérez le champ Nom de chat en ligne et saisissez le nom que vous préférez.
Si un utilisateur n’a pas défini de Nom de chat en ligne, le nom affiché sera par défaut le Nom d’utilisateur.
Example
Un utilisateur a son nom complet comme Nom d’utilisateur, mais il ne veut pas inclure son nom de famille dans une conversation de live chat. Il doit alors définir son Nom de chat en ligne de manière à ce qu’il ne contienne que son prénom.
Rejoindre ou quitter un canal¶
To join a live chat channel, go to the app, and click the JOIN button on the Kanban card for the appropriate channel.
Any channel where the user is currently active shows a LEAVE button. Click this button to disconnect from the channel.
Important
Les Opérateurs qui ne montrent aucune activité dans Odoo pendant plus de trente minutes seront considérés comme déconnectés et ensuite supprimés du canal.
Gérer les demandes de live chat¶
Lorsqu’un opérateur est actif dans un canal, des fenêtres de chat s’ouvrent dans le coin inférieur de l’écran, quel que soit l’endroit où il se trouve dans la base de données. Il peut ainsi participer à des conversations sans quitter sa page actuelle.
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Conversations can also be accessed by clicking the (messages) icon in the menu bar.
Les conversations de live chat peuvent également être visualisées en allant au . Les nouvelles conversations apparaîtront en gras sous l’en-tête LIVE CHAT dans le panneau de gauche.
Cliquez sur une conversation dans le panneau de gauche pour la sélectionner. Cela ouvrira la conversation. À partir de cette vue, un opérateur peut participer au chat comme il le ferait dans une fenêtre de chat normale.
Pour plus d'infos