客服与响应

在 Odoo 在线客服 应用程序中，命令 允许用户在聊天窗口内或通过其他 Odoo 应用程序执行特定操作。在线客服 应用程序还包括 预设回复。这些都是定制的、预先配置的替代项，允许用户替换快捷方式条目，以代替对一些常见问题和评论的经过深思熟虑的较长回复。

指令和预设回复都能节省时间，让用户在整个对话过程中保持一定程度的一致性。

执行指令

*实时聊天*指令是触发预设操作的关键字。当实时聊天*操作员*与客户或网站访客进行对话时，他们可以通过键入`/`执行指令，然后再键入指令。

实时聊天操作员只能在对话窗口中看到指令和由此产生的操作。客户在聊天视图中看不到操作员在对话中使用的任何指令。

Example

在与客户对话期间，实时聊天操作员执行 创建工单 指令。输入指令 /ticket 后，系统会自动用对话中的信息创建一个工单。它还包含一个指向新工单的链接，因此操作员可以在必要时直接前往该工单添加任何其他信息。

有关每个可用指令的更多信息，请参见下文。

帮助

如果操作员在聊天窗口中键入`/help`，系统就会显示一条信息，其中包括操作员可能输入的类型。

• 输入 @username 在对话中提及某个用户。通知将发送到该用户的收件箱或电子邮件中，具体取决于其通知设置。

• 输入 `/command`执行指令。

• 键入 :shortcut 插入 预设回复。

更多内容

• 通讯中心

• 使用频道进行团队沟通

工单 & 搜索工单

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.

新创建的工单将添加到已启用实时聊天的 服务台 团队。如果有多个团队启用了实时聊天功能，则会根据团队的优先级自动分配工单。

对话副本将添加到新工单的 描述 标签下。

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.

从实时聊天中搜索工单

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

搜索指令的结果只能由操作员看到，客户看不到。

历史

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).

线索

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.

输入`/lead`后，为新销售线索创建一个标题，然后按`回车`键。带有销售线索标题的链接就会出现。点击该链接，或导航至 CRM 应用程序查看 管道进程 。

注解

新潜在客户的链接只能由操作员查看和访问，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.

离开

如果操作员在聊天窗口键入 /leave，就可以自动退出对话。该指令不会导致客户从对话中删除，也不会自动结束对话。

更多内容

• 获取销售线索

• 售后服务

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

要新建预制回复，请转到 实时聊天应用程序 ‣ 配置 ‣ 预制回复 ‣ 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.

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.

在实时聊天会话中使用预设回复

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.

小技巧

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.