Odoo 14 Community Edition

Live Chat

Live Chat software can make a considerable impact on your business. It allows your business to engage with your website visitors in real-time. In the Odoo platform, the Live Chat module is designed in a way to maintain customer relationships and communication. This module helps to facilitate direct communication with the customers who are visiting the website. This effective tool is not only meant for customer service but also helps in generating leads for the marketing team.

First, we can install the Live chat module from the Odoo Application. If you are entering this module, you can view the home dashboard of the Live Chat module as shown in the below image.

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In this window, you can view the Live Chat channels described in the platform. Moreover, you can create new live-chat channels and this can be done by clicking on the create button available in the top left corner of this window. Upon which you will be directed to a new window as depicted below. In this creation window, you can provide the name of the channel and under the operator’s tab, you can select the add button to add the operators to the channel.

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The image of the pop-up window is depicted below where you can view the details of all operators which can be added.

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And you can create new operators to communicate with customers by selecting the create button available. Here you can provide the Name, and you can allocate the Email Address used to log into the system and the default Company for this user and you can define the Access Rights. Then you can allocate the phone and mobile number. After providing all the required data you can click on the Save button to save the details. The creation window is depicted below.

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So far we were discussing how to create new website channels on the platform and now let us discuss how to generate automatic messages in live-chat channels.

Prepare automatic messages

Under the options tab of the channels creation window, you can generate automatic messages for your live chat channel. These messages will automatically appear on the live chat when the visitors enter the website. This facility will help you to attract visitors to communicate with you through live chat. You can customize the messages under the options tab and these auto-generate messages are very useful for attracting customers and prepare them to start communication with the operators.

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You can define the following fields under the options menu.

Text of the button: That is the default text displayed on the live chat support button.

Welcome Message: This is an automated welcome message that your visitor will see when they initiate a new conversation.

Live chat Button Colour: Default background colour of the live chat button.

Channel Header Colour : Default background colour of the channel header once open.

Chat Input Placeholder: This is the text that prompts the user to initiate the chat.

As we clear on how to generate automatic messages for a live chat channel and now let us have a look at the Channel Rules tab of the channel creation window.

Channel Rules

Under the channel rules tab of the channel creation window, you can define the rules for the live chat. You can enable a chat in selected countries based on the languages used in that particular country. The chat box can be kept hidden if you are not able to communicate with the language of a particular country.

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By selecting the add a line option you can apply an action for the given URL and the respective country. To identify the country the GioIP must be installed on your server. Otherwise, the countries of the rule will not be taken into account.

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So far we were discussing the various tabs available in the channel creation window and now let us discuss how to start a conversation with a customer.

Chatting with Customers

For starting a conversation with a visitor first you need to create a channel and you should publish it on the website. In order to conduct the operation what you want to do is to select the Go to Website option available on the right top corner of your channel creation form.

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As soon as you click on the go website option you will be navigated to the website page as depicted below.

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Now you can click on the unpublished button available on the top right corner of the website page to toggle the published settings.

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Now the live chat can begin immediately after the operator joins the channel. The conversations conducted by visitors will appear in the Discuss module as direct messages.

Now let us discuss how to configure Canned responses.

Canned responses

Canned responses are the predefined responses that will help you to save time and effort. This advanced feature allows you to create various answers to the expected common queries. It is more convenient to create short messages for canned responses than lengthy sentences.

The canned responses feature in the platform can be accessed from the configuration tab of the live chat module.

You just go to Livechat -> Configuration -> Canned Responses.

In this window, you can view all the canned responses described in the platform and you can create new ones in the same window by selecting the create icon available. The image of the Canned Responses window is depicted below.

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So far we were discussing how to configure canned responses in the platform and now let us discuss the Report tab of the Live Chat module.

Reporting

Under the Report tab of the Odoo live chat module, you have various reporting options such as Session History, Session Statistics, Operator Analysis, and Customer Ratings as depicted in the below image.

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In the Session HIstory window, you can view all the recorded session history along with the respective Session Date, Attendees, Messages, and Ratings. The image of the window is depicted below.

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The Session Statistics window can be accessed by going to LiveChat -> Report -> Session Statistics. The window can be viewed in both Graph and Pivot view. Also, the various measures in the window can be viewed in Bar, Line, and Pie Charts.

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Now let us have a look at the Operator Analysis window available on the platform. The various default as well as customizable features such as Filtering, Group by, Favourite search and all other functionalities are available in this window. The image of the window depicted in the Pie chart is shown below.

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Now let us go to the Customer Rating window. The Odoo platform provides an opportunity to visitors to rate their interactions in the front end. This will help you to improve visitor’s experiences. These responses can also be viewed in the back end by accessing the Customer Rating window. In this window, we can view all the customer ratings described in the platform. The image of the window is depicted below.

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The Odoo Live Chat module will make our business more live by facilitating direct communication with website visitors. The simple chatbox on the screen can make immense changes in your business. The Odoo Live Chat module is the best solution for the increased need for a business to respond in real-time with customers.

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