Commands and canned responses

In the Odoo Live Chat application, commands allow the user to perform specific actions both inside the chat window, and through other Odoo applications. The Live Chat app also includes canned responses. These are customized, preconfigured substitutions that allow users to replace shortcut entries in place of longer, well-thought out responses to some of the most common questions and comments.

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

During a conversation with a customer, a live chat operator executes the command to create a lead. After entering the command, /lead, followed by a title, the system creates a lead from the conversation and posts a link to it in the chat window, so the operator can go there directly to add any additional information, if necessary.

More information about each available command can be found below.

Help

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.

See also

History

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).

screenshot: livechat-responses-responses-history
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An operator's live chat window after typing `/history`, showing the list of the visitor's recently viewed pages.
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The generated page list (red frame).
data
A visitor who viewed three shop pages.
module
im_livechat, mail, crm_livechat
notes
English UI, light theme, 1440px width.

Lead

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

screenshot: livechat-responses-responses-lead
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An operator's live chat window after typing `/lead` and a title, showing the link to the newly created lead.
highlight
The link to the new lead (red frame).
data
Lead 'Website inquiry'.
module
im_livechat, mail, crm_livechat
notes
English UI, light theme, 1440px width.

Important

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.

Note

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.

Leave

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.

See also

Canned responses

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.

Tip

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.

Authorized groups

When a new canned response is created, it can only be utilized by the operator that created it. To allow the response to be used by other operators, select one or more groups from the Authorized Groups drop-down list.

Use canned responses in a live chat conversation

To use a canned response in a conversation, click the (plus) icon in the message window. Then, click Insert a Canned Response. This opens a list of available canned responses. Either select a response from the list, or type the appropriate shortcut, then click the (send) icon or hit Enter.

Tip

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

screenshot: livechat-responses-response-list
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An operator's live chat window with the list of available canned responses open after typing `::`.
highlight
The canned response list (red frame).
data
Three canned responses.
module
im_livechat, mail, crm_livechat
notes
English UI, light theme, 1440px width.