Odoo Live Chat - Live Customer Chat

Live Chat Terms

Chat Status

Steps

• 1. Visitor accesses website, chat widget appears

• 2. Chatbot greets and asks needs (optional)

• 3. Visitor enters question or selects topic

• 4. Chat routed to appropriate operator

• 5. Operator receives notification and responds

• 6. Real-time conversation occurs

• 7. Operator can share files, links, canned responses

• 8. End chat, visitor invited to rate

• 9. Conversation saved to CRM/Helpdesk

Key points

• • Real-time messaging: Instant chat without delay

• • Chatbot automation: 24/7 automated responses

• • Visitor tracking: See which page visitor is on

• • Proactive chat: Auto-invite chat after X seconds

• • Multi-operator: Multiple operators handle chats

• • Canned responses: Quick reply templates

• • File sharing: Send images, PDFs in chat

• • Chat transfer: Transfer chat to another operator

• • Chat history: Store all conversations

• • Mobile app: Operators respond from mobile

• • Typing indicators: Show typing status

• • Offline mode: Leave message form when offline

Key points

• • Welcome message: Auto-greet when visitor enters

• • Qualify leads: Ask info before connecting operator

• • FAQ automation: Answer common questions

• • Routing rules: Route to appropriate department

• • Business hours: Notify working hours

• • Collect contact info: Get email, phone before chat

• • Product recommendations: Suggest products

• • Appointment booking: Auto-schedule appointments

• • Fallback to human: Transfer to operator when needed

Operator Features

Key points

• • Current page: Page visitor is viewing

• • Browsing history: Pages visited

• • Time on site: Time spent on website

• • Referrer: Traffic source (Google, Facebook)

• • Location: Country, city from IP

• • Device: Desktop, mobile, tablet

• • Previous chats: Previous chat history

• • CRM data: If existing customer

• • Cart contents: Products in cart (eCommerce)

Key points

• • CRM: Auto-create leads from conversations

• • Helpdesk: Convert chats to support tickets

• • Sales: Create opportunities from qualified chats

• • Website: Widget integrated on all pages

• • Email Marketing: Add contacts to mailing lists

• • eCommerce: View cart, recommend products

• • Knowledge Base: Link articles in chat

• • Analytics: Track chat metrics and conversions

Key points

• • Sales support: Answer pre-sales questions, close deals

• • Customer support: Resolve issues quickly

• • Lead generation: Qualify and capture leads

• • Cart abandonment: Ask reason and offer discount

• • Product guidance: Advise on suitable products

• • Technical support: Real-time troubleshooting

• • Appointment booking: Schedule demos, consultations

• • Feedback collection: Collect customer opinions

Steps

• 1. Time-based: Invite chat after 30 seconds on page

• 2. Exit intent: Popup when visitor about to leave

• 3. High-value pages: Trigger on pricing, product pages

• 4. Cart abandonment: Chat when visitor at checkout long

• 5. Returning visitors: Greet returning customers

• 6. Specific URLs: Trigger on important landing pages

• 7. Scroll depth: Invite chat when scrolled 50% of page

• 8. Multiple visits: Chat with visitors who viewed many pages

Key Chat Metrics

Steps

• 1. Fast response: Reply within 30 seconds

• 2. Personalize: Use visitor name, reference context

• 3. Be human: Friendly tone, not too formal

• 4. Use canned responses: But customize for each case

• 5. Proactive: Offer help before being asked

• 6. Set expectations: Clearly state response time

• 7. Follow up: Ask "Anything else I can help with?"

• 8. Close properly: Thank and invite rating

• 9. Learn from chats: Improve FAQs and chatbot

Common Canned Responses

Steps

• 1. Install modules: im_livechat, website_livechat

• 2. Create live chat channel

• 3. Add operators and assign channels

• 4. Configure chatbot rules

• 5. Create canned responses library

• 6. Setup routing rules by department

• 7. Customize chat widget appearance

• 8. Configure business hours

• 9. Setup mobile app for operators

• 10. Train team on chat best practices

• 11. Monitor metrics and optimize