Commands and canned responses

Trong ứng dụng Trò chuyện trực tiếp của Odoo, lệnh cho phép người dùng thực hiện các tác vụ cụ thể cả trong cửa sổ trò chuyện lẫn thông qua các ứng dụng Odoo khác. Ứng dụng Trò chuyện trực tiếp cũng bao gồm phản hồi soạn sẵn. Đây là các thay thế được tùy chỉnh, cấu hình sẵn cho phép người dùng thay thế các phím tắt bằng những câu trả lời dài hơn, được chuẩn bị kỹ lưỡng cho một số câu hỏi và bình luận phổ biến nhất.

Both commands and canned responses save time, and allow users to maintain a level of consistency throughout their conversations.

Execute a command

Live chat commands are keywords that trigger preconfigured actions. When a live chat operator is participating in a conversation with a customer or website visitor, they can execute a command by typing /, followed by the command.

Commands, and the resulting actions, are only visible in the conversation window for the live chat operator. A customer does not see any commands that an operator uses in a conversation from their view of the chat.

Example

Trong cuộc trò chuyện với khách hàng, nhân viên hỗ trợ trực tiếp có thể thực thi lệnh để tạo phiếu hỗ trợ. Sau khi nhập lệnh /ticket, hệ thống sẽ tự động tạo phiếu hỗ trợ với thông tin từ cuộc trò chuyện. Phiếu hỗ trợ cũng bao gồm liên kết đến phiếu hỗ trợ mới, giúp nhân viên có thể truy cập trực tiếp để bổ sung thông tin nếu cần.

More information about each available command can be found below.

Hỗ trợ

If an operator types /help in the chat window, an informative message that includes the potential entry types an operator can make is displayed.

• Type @username to mention a user in the conversation. A notification will be sent to that user's inbox or email, depending on their notification settings.

• Type /command to execute a command.

• Type :shortcut to insert a canned response.

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• Thảo luận

• Use channels for team communication

Ticket & search tickets

The /ticket and /search_tickets commands allow operators to create helpdesk tickets directly from a conversation, and search through existing tickets by keyword or ticket number.

Quan trọng

Các lệnh /ticket và /search_tickets chỉ có thể sử dụng nếu ứng dụng Hỗ trợ đã được cài đặt và Trò chuyện trực tiếp đã được kích hoạt cho một bộ phận Hỗ trợ. Để kích hoạt Trò chuyện trực tiếp, hãy truy cập Ứng dụng Hỗ trợ ‣ Cấu hình ‣ Bộ phận Hỗ trợ và chọn một bộ phận. Cuộn xuống phần Kênh và tích vào ô có nhãn Trò chuyện trực tiếp.

Create a ticket from a live chat

If an operator types /ticket in the chat window, the conversation is used to create a Helpdesk ticket.

After entering the /ticket command, type a title for the ticket into the chat window, then press Enter.

The newly created ticket will be added to the Helpdesk team that has live chat enabled. If more than one team has live chat enabled, the ticket will automatically be assigned based on the team's priority.

The transcript from the conversation will be added to the new ticket, under the Description tab.

To access the new ticket, click on the link in the chat window, or go to the Helpdesk app and click the Tickets button on the Kanban card for the appropriate team.

Search for a ticket from a live chat

If an operator types /search_tickets in the chat window, they can search through Helpdesk tickets, either by ticket number or keyword.

After entering the /search_tickets command, type a keyword or ticket number, then press Enter. If one or more related tickets are found, a list of links is generated in the conversation window.

Ghi chú

Results from the search command will only be seen by the operator, not the customer.

Lịch sử

If an operator types /history in the chat window, it generates a list of the most recent pages the visitor has viewed on the website (up to 15).

Lead

By typing /lead in the chat window, an operator can create a lead in the CRM application.

Quan trọng

The /lead command can only be used if the CRM app has been installed.

After typing /lead, create a title for this new lead, then press Enter. A link with the lead title appears. Click the link, or navigate to the CRM app to view the Pipeline.

Ghi chú

The link to the new lead can only be seen and accessed by the operator, not the customer.

The transcript of that specific live chat conversation (where the lead was created) is added to the Internal Notes tab of the lead form.

On the Extra Information tab of the lead form, the Source will be listed as Livechat.

Nghỉ

If an operator types /leave in the chat window, they can automatically exit the conversation. This command does not cause the customer to be removed from the conversation, nor does it automatically end the conversation.

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• Acquire leads

• Hỗ trợ

Câu trả lời soạn sẵn

Canned responses are customizable inputs where a shortcut stands in for a longer response. An operator will enter the shortcut, and it is automatically replaced by the expanded substitution response in the conversation.

Create canned responses

To create a new canned response, go to Live Chat app ‣ Configuration ‣ Canned Responses ‣ New.

Type a shortcut command in the Shortcut field. Next, click the Substitution field, and type the message that should replace the shortcut.

Mẹo

Try to connect the shortcut to the topic of the substitution. The easier it is for the operators to remember, the easier it is to use the canned responses in conversations.

Use canned responses in a live chat conversation

To use a canned response during a live chat conversation, type a colon (:) into the chat window, followed by the shortcut.

Example

An operator is chatting with a visitor. As soon as they type : they would see a list of available responses. They can manually select one from the list, or continue to type. If they want to use the canned response 'I am sorry to hear that.', they would type :sorry.

Mẹo

Typing : into a chat window on its own will generate a list of available canned responses. Responses can be manually selected from the list, in addition to the use of shortcuts.