命令和预设回复

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.

无论是命令还是预设回复，都能节省时间，并且让用户在对话中保持一定的一致性水平。

执行命令

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 ticket. After entering the command, /ticket, the system automatically creates a ticket with the information from the conversation. It also includes a link to the new ticket, so the operator can go there directly to add any additional information, if necessary.

更多关于每个可用命令的信息可以在下面找到。

帮助

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

• 在对话中输入 @用户名 来提及一个用户。根据其通知设置，将向该用户的收件箱或电子邮件发送通知。

• 输入 /command 来执行一个命令。

• 输入 :shortcut 来插入一个 预设回复。

另请参阅

• 讨论

• 使用频道进行团队沟通

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.

重要

The /ticket and /search_tickets commands can only be used if the Helpdesk app has been installed, and Live Chat has been activated on a Helpdesk team. To activate Live Chat, go to Helpdesk app ‣ Configuration ‣ Helpdesk Teams, and select a team. Scroll to the Channels section, and check the box labeled, Live Chat.

从实时聊天创建工单

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.

新创建的工单将会添加到启用了 Helpdesk 团队的实时聊天。如果有多个团队启用了实时聊天，工单将会根据团队的优先级自动分配。

对话记录将被添加到新工单下的 描述 选项卡中。

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.

从实时聊天中搜索票据

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.

注解

搜索命令的结果只能被操作员看到，而不能被客户看到。

历史记录

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).

潜在客户

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

重要

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.

注解

新线索的链接只能由操作员看到和访问，而不是客户。

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.

请假

如果操作员在聊天窗口中输入 /leave，他们可以自动退出对话。此命令不会导致客户从对话中被移除，也不会自动结束对话。

另请参阅

• 获取潜在客户

• 帮助台

预设回复

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.

创建预设回复

要创建一个新的预设回复，请转到： 实时聊天应用程序 ‣ 配置 ‣ 预设回复 ‣ 新建 。

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

小技巧

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.

在实时聊天对话中使用预设回复

在实时聊天对话中使用预设回复，将冒号（:）输入到聊天窗口中，然后输入快捷方式。

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.

小技巧

在聊天窗口中单独输入 : 将生成一个可用的预设回复列表。除了使用快捷键外，可以从列表中手动选择回复。