Live Chat

The live chat module helps you to connect with the customers who come to visit the website. In order to have direct communication, which thereby enhances the relationship between the customers and company members. Using the live chat module, you are provided with new leads, which can be later converted into opportunities. When a customer visits the website, a dialogue box or chat box will be seen on the bottom part of the webpage, which assists the sales team in order to begin a conversation. With the help of the live chat, you can clear all those doubts of the customers and thereby provide real-time support for rhythm. Under this model, we will go through the functionalities of the live chat.

The main page of the live chat module will be, as shown in the screenshot below.

On the live chat page, you will get the already-created conversation, as shown in the screenshot. You can make use of the filters, group by, and favorite options if required. You can also make use of the search tab accordingly. The new option can be made used for the creation of a similar kind of live chat channel as well. On selecting the option of NEW option, you will get the creation page, as shown in the image below.

On the creation page, you can provide the name of the channel in the provided space. Below that, you have some tabs, such as operators, options, channel rules, and widgets. Under the operator's option, you can add the operators using the ADD icon. On selecting the ADD option, you will get a page, as shown in the screenshot below.

Here, you can select the required operator from the given list, and you can make use of the new icon in order to add another operator. The page for the creation of new operators will be as shown in the screenshot below.

On the creation page, you have to provide the name of the operator at the very beginning, and below that, you have to add the email address, the name of the company, phone, and mobile, respectively. Now you can activate the create employ option as well. When you are done with adding all the details, you can go to the save and close icon to save the newly created operator.

Now the next tab is the Options tab, which will be, as shown in the screenshot below.

Under this tab, you will get the text of the button option, which helps you to set the default text that will be shown in the live chat support icon. Under that, you have the live chat button color option, which will provide the default background color of live chat.

Under the live chat window option, you have a welcome message option, which is used to set a welcome message for the visitors, which will be shown when a conversation begins. Now the chat input placeholder option helps you to specify the text, which leads the users to begin a chat. The default background color of the header of the channel will be provided under the channel header color option.

Under the channel rules tab, you can specify the different rules for the live chat. In doing so, you can maintain chat to the specified countries alone. If the language of the website visitor is not clear to the sales team of the company, the chat box can be hidden for those visitors from particular countries. With the help of the add a line option, various actions can be applied for a particular URL and per country, as shown in the screenshot below.

On selecting the add a line option, you will get a page, as shown in the image below.

On this rule creation page, the live chat button can be set as shown, shown with a notification, open automatically, or hidden. The URL rejects option can be made used for providing regular expressions that mention the web pages in this rule, which is applied to. On the country field, you can mention the country where the rules should be applied. When you are done with all the fields, you can make use of the save icon.

In order to make use of the channel to communicate with those visitors, you have to publish the channel on the website. For that, go to the website option.

On this website page, you can change the unpublished status to publish in order to publish the channel to the website. As the live chat module is linked with the discuss module, all those conversations can be seen in the discuss module in the form of direct messages.

Visitors

Under the live chat module, you have the visitors menu, which provides the list of visitors to the website, as shown in the screenshot below.

The page can be seen in the Kanban list and graphical, respectively. On the page, you will get the name of the visitor if the name is saved in the database. Along with that, you will get the email details as well. You can also have the show the last action, number of visits, last page, number of visited pages, number of leads or opportunities, and chats, respectively.

Canned Responses

Canned responses action [rovodes the predefined responses for the repeatedly asked queries. Such responses help to save time and effort. You are also provided with an option to create such responses under the odoo live chat menu. The options for conned responses will be available from the configuration menu, as shown in the screenshot below.

On the page of canned responses, you will get the details, such as shortcuts and substitutions. You can make use of the filters, group by, and favorites options, which can be used accordingly. The NEW option can b used to create a similar kind of canned response. On adding the “:” expression, you can have the responses in the chatbox. In order to create a new one, the new line will be displayed where you can easily include a new response.

Reporting

Under the reporting menu of the Live chat module, you have some sub-options, such as session history, session statistics, operator analysis, and customer rating. This session history will be as shown in the screenshot below.

Here, you will get eth details, such as the date of the session, attendees, messages, and ratings as well. Under the session, statistics will show the different activities recorded in the live chat module.

With the help of measures, you can add the necessary changes to the reports. The page can be seen in the pivot view as well. The pivot view will provide the analytical form. Now, you have the operator analysis, as shown in the screenshot below.

The report will be revised based on the operations, as shown in the image above. The graph can be seen in bar, line, or pie accordingly. Finally, you have the customer rating, as shown in the screenshot below.

The ratings help to make the necessary improvement in the required field.

Altogether the module helps you to manage and regulate the communication between the customers and thereby make the required improvement in their services.