線上客服¶

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.

启用实时聊天¶

The Live Chat application is installed in multiple ways:

Go to Apps application, search Live Chat, and click Install.
Go to the Helpdesk app ‣ Configuration ‣ Teams list view, select a team, and on the team’s settings page, tick the Live Chat checkbox, under the Channels section.
In the Website app, go to Configuration ‣ Settings, scroll to the How to configure the Twitter API access section, tick the Livechat checkbox, and click Save.

備註

After the Live Chat application is installed, a live chat Channel is created by default.

创建新的实时聊天频道¶

To create a new live chat Channel, go to Live Chat app ‣ New. 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.

小訣竅

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.

備註

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.

危險

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.

選項分頁¶

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.

更改按钮文本字段中的文本，以更新网站上出现在线客服按钮时显示在文本气泡中的问候语。

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.

小訣竅

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¶

*实时聊天窗口*是与网站访客进行实时聊天对话的空间。

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.

../../_images/chat-window.png — 带有紫色标题实时聊天窗口。聊天输入占位符为「询问……」¶

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.

创建新规则¶

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.

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.

備註

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.

小訣竅

The live chat widget can be added to websites created through Odoo by navigating to Website app ‣ Configuration ‣ Settings. Then, scroll to the How to configure the Twitter API access 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.