Odoo 14 Community Edition

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.

Odoo Community Edition Book

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.

Odoo Community Edition Book

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.

Odoo Community Edition Book

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

Odoo Community Edition Book

Now you can click on the unpublished button available on the top right corner of the website page to toggle the published settings.

Odoo Community Edition Book

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.

Odoo Community Edition Book

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.



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