odoo-forge-bundle 0.1.0

package/payload/skills/odoo18-docs/references/docs/applications/websites/livechat/participate.md

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+---
+title: "Participate in live chat"
+source_url: "https://docs.odoo.sbggai.top/applications/websites/livechat/participate.html"
+---
+
+========================
+# Participate in live chat
+
+*Operators* are the users who respond to live chat requests from customers and website visitors. The
+information below outlines the necessary steps for operators participating in live chat
+conversations on an Odoo database.
+
+## Set an online chat name
+
+Before participating in a live chat, operators may choose to update their *Online Chat Name*. This
+is the name displayed to site visitors in the live chat conversation.
+
+To update the *Online Chat Name*, click on the user avatar in the top-right corner of any page in
+the database. Select :guilabel:`My Profile` from the drop-down menu to open the profile page. On the
+right side of the :guilabel:`Preferences` tab, locate the :guilabel:`Online Chat Name` field, and
+enter a preferred name.
+
+If a user's :guilabel:`Online Chat Name` is not set, the name displayed defaults to the user's name
+that is designated on their profile page.
+
+.. example::
+   A user has their full name as their :guilabel:`User Name`, but they do not want to include their
+   last name in a live chat conversation. They would then set their :guilabel:`Online Chat Name` to
+   include only their first name.
+
+   .. image:: participate/online-chat-name.png
+      :align: center
+      :alt: View of user profile in Odoo, emphasizing the Online Chat name field.
+
+## Set online chat languages
+
+If an operator speaks multiple languages, they can add this information to their user profile. This
+information can then be used to determine which conversations the operator is assigned. A visitor's
+language is determined via their browser's language settings.
+
+> **note**:
+>    Conversations are assigned to operators based on a number of criteria, including availability and
+   the number of ongoing conversations. While the operator's main language and additional languages
+   are taken into consideration, they do **not** supersede all other criteria.
+
+To add *Online Chat Languages*, click on the user avatar in the top-right corner of any page in the
+database. Select :guilabel:`My Profile` from the drop-down menu to open the profile page. On the
+right side of the :guilabel:`Preferences` tab, click into the :guilabel:`Online Chat Language`
+field, and select one or more languages from the drop-down menu.
+
+> **important**:
+>    Only :doc:`languages <../../general/users/language>` that are enabled on the database can be
+   selected in the :guilabel:`Online Chat Language` field.
+
+## Join or leave a channel
+
+To join a live chat channel, go to the :menuselection:`Live Chat app --> Channels`, and click the
+:guilabel:`Join` button on the Kanban card for the appropriate channel.
+
+Any channel where the user is currently active shows a :guilabel:`Leave` button. Click this button
+to disconnect from the channel.
+
+.. image:: participate/leave-channel.png
+   :align: center
+   :alt: View of a channel form and the option to join a channel for Odoo Live Chat.
+
+> **important**:
+>    Operators that do not show any activity in Odoo for more than thirty minutes are considered
+   disconnected, and subsequently removed from the channel.
+
+## Manage live chat requests
+
+When an operator is active in a channel, chat windows open in the bottom-right corner of the
+screen, no matter where they are in the database. This allows them to access other pages and apps,
+while still participating in the conversation.
+
+> **tip**:
+>    Conversations can also be accessed by clicking the :icon:`fa-comments` :guilabel:`(messages)`
+   icon in the menu bar.
+
+   .. image:: participate/menu-bar.png
+      :align: center
+      :alt: View of the menu bar in Odoo emphasizing the comments icon.
+
+Live chat conversations can also be viewed by navigating to the :menuselection:`Discuss app`. New
+conversations appear in bold under the :guilabel:`LIVECHAT` heading, located along the left panel.
+
+.. image:: participate/managing-chat-responses.png
+   :align: center
+   :alt: View of the discuss application with a message sent through live chat in Odoo.
+
+Click on a conversation in the left panel to select it. This opens the conversation. From this
+view, an operator can participate in the chat the same as they would in the normal chat window.
+
+.. seealso::
+   - :doc:`../../productivity/discuss`
+   - :doc:`../livechat`
+   - :doc:`../livechat/responses`

package/payload/skills/odoo18-docs/references/docs/applications/websites/livechat/ratings.md

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+---
+title: "Ratings"
+source_url: "https://docs.odoo.sbggai.top/applications/websites/livechat/ratings.html"
+---
+
+=======
+# Ratings
+
+At the end of a *Live Chat* conversation, customers have the opportunity to rate the quality of
+support they received from the live chat *operator*. Customers provide ratings as soon as they close
+the conversation. This allows operators to receive immediate feedback on their performance. It also
+allows customers the chance to share any final comments before leaving the chat window.
+
+# Rate live chat conversations
+
+Customers end a *live chat* conversation by clicking the :guilabel:`X` in the upper right-hand
+corner of the chat window. They are then prompted to select an icon that reflects their level of
+satisfaction. The icons represent the following ratings:
+
+ - **Satisfied** - *green smiling face*
+ - **Okay** - *yellow neutral face*
+ - **Dissatisfied** - *red frowning face*
+
+.. image:: ratings/live-chat-ratings-faces.png
+   :align: center
+   :alt: View of the chat window from a user's side for Odoo Live Chat.
+
+> **note**:
+>   When customers end a conversation, a field marked :guilabel:`Receive a copy of this conversation`
+  appears under the *ratings* icons. Customers can enter their email either before or after they
+  submit a rating.
+
+If the customer selects :guilabel:`Satisfied (smile)` icon, they are presented with a thank you
+message and a :guilabel:`Close Conversation` link.
+
+.. image:: ratings/live-chat-thank-you.png
+   :align: center
+   :alt: View of customer's live chat window with thank you message.
+
+If the customer selects either :guilabel:`Okay (neutral)` icon or :guilabel:`Dissatisfied (frown)`
+icon, a text box will appear. Customers can add comments in this text box to explain why they chose
+this rating. This message will be sent to the live chat operator, along with the rating icon.
+
+.. image:: ratings/live-chat-ratings-operator-window.png
+   :align: center
+   :alt: View of a chat window from an operator's window highlighting a rating for Odoo Live Chat.
+
+# Publish customer ratings
+
+To publish a channel's ratings on the website, first navigate to a live chat channel's record by
+going to the :menuselection:`Live Chat` app and clicking on the kanban card for that team. Then
+click on the :guilabel:`Go to Website` smart button. This will open the :guilabel:`Live Chat Channel
+Statistics` page.
+
+In the upper right corner of the page, click the red :guilabel:`Unpublished` slider.  The slider
+changes from :guilabel:`Unpublished` to :guilabel:`Published`.
+
+.. image:: ratings/live-chat-ratings-unpublished.png
+   :align: center
+   :alt: View of the published ratings on the portal for Odoo Live Chat.
+
+> **note**:
+>    The customer notes that are submitted with the rating will *not* be published on the website.
+   These are kept internal. Only a statistical overview of the operators' performance for the
+   *channel* appears on the website.
+
+## Add ratings page to site
+
+Once the rating page has been published, it has to be manually added to the website. To do this, go
+to the main Odoo dashboard and open the *Website* application. :menuselection:`Website app--> Site
+--> Content --> Pages`, then click :guilabel:`New`.
+
+This will open a :guilabel:`New Page` pop-up window. In the :guilabel:`Page Title` field, enter
+`livechat`. This acts as the URL for the published webpage.
+
+> **important**:
+>    The URL *must* be named `livechat` in order for the database to recognize and connect the
+   ratings page. After the page has been published, the page title can be changed later under the
+   :guilabel:`Menu Editor`.
+
+Click :guilabel:`Create`, and the newly created webpage will open. The :guilabel:`Webpage Editor`
+appears in the right panel.
+
+The page lists the names of the :guilabel:`Live Chat Channels` whose ratings pages have been
+published. On the left side of the channel name is a speech bubble icon, which users can click on to
+go to the ratings' page for the respective channel.
+
+.. image:: ratings/live-chat-published-icon.png
+   :align: center
+   :alt: View of the webpage for Live Chat ratings emphasizing the channel icon.
+
+Make any desired changes or additions to this page, then click :guilabel:`Save` in the top right of
+the webpage editor. The website editor side panel closes, and the webpage remains on the screen.
+
+To publish the `livechat` webpage, return to the list of webpages by navigating to
+:menuselection:`Site --> Content --> Pages`. Click the checkbox to the left of `livechat` in the
+list of pages to select the page and highlight the line. Then, click the checkbox under the column
+labeled :guilabel:`Is Published`. The field with the checkbox is highlighted in white. Click the
+checkbox a second time to activate the :guilabel:`Is Published` box. The webpage is now published.
+
+.. image:: ratings/live-chat-is-published.png
+   :align: center
+   :alt: View of the list of pages for a website with the 'is published' box emphasized.
+
+Once the page has been added to the site, ratings are set to be published by default. However,
+individual ratings can be manually selected to be hidden from the public. The rating will still be
+included in internal reports, and can still be viewed by internal teams. However, public website
+visitors and portal users will not have access.
+
+See :ref:`Hide individual ratings <livechat/overview/hide-ratings>` for more information.
+
+# Customer ratings report
+
+The :guilabel:`Customer Ratings` report (:menuselection:`Live Chat --> Report --> Customer Ratings`)
+displays an overview of the ratings received on individual support tickets, as well as any
+additional comments submitted with the rating.
+
+.. image:: ratings/live-chat-ratings-report.png
+   :align: center
+   :alt: View of the customer ratings report in Odoo Live Chat.
+
+The report defaults to a kanban view, with each rating represented by a different card. To switch to
+a different view, click on one of the icons in the upper-right corner of the screen. The report is
+available in *list* view, *pivot* view, and *graph* view.
+
+Click on an individual rating to see additional details about the conversation, and the rating.
+
+.. _livechat/overview/hide-ratings:
+
+## Hide individual ratings
+
+Ratings are set to be published by default. However, individual ratings can be manually selected to
+be hidden from the public. The rating will still be included in internal reports, and can still be
+viewed by internal teams. However, public website visitors and portal users will not have access.
+
+To hide a rating, go to :menuselection:`Live Chat app --> Reports --> Customer Ratings`. Click on
+the kanban card for the rating to be hidden. On the individual rating's detail page, check the box
+labeled :guilabel:`Visible Internally Only`.
+
+.. image:: ratings/live-chat-ratings-visible-internally.png
+   :align: center
+   :alt: View of an individual rating's detail page with the visible internally setting checked.
+
+.. seealso::
+   - :doc:`/applications/websites/livechat`
+   - :doc:`responses`
+   - :doc:`/applications/websites/website`

package/payload/skills/odoo18-docs/references/docs/applications/websites/livechat/reports.md

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+---
+title: "Reports"
+source_url: "https://docs.odoo.sbggai.top/applications/websites/livechat/reports.html"
+---
+
+=======
+# Reports
+
+Odoo *Live Chat* includes several reports that allow for the monitoring of operator performance and
+the identification of trends in customer conversations.
+
+# Available reports
+
+The following reports are included in the *Live Chat* app:
+
+- :ref:`Sessions History <livechat/sessions-history>`
+- :ref:`Session Statistics <livechat/session-statistics>`
+- :ref:`Operator Analysis <livechat/operator-analysis>`
+
+> **note**:
+>    The *Live Chat Ratings Report* can also be accessed through the :guilabel:`Report` menu. For more
+   information on this report, and on the *Live Chat* rating process, see :doc:`Live Chat Ratings
+   <../livechat/ratings>`.
+
+To access a drop-down menu of all the available reports, navigate to :menuselection:`Live Chat app
+--> Report`.
+
+.. _livechat/sessions-history:
+
+## Sessions History
+
+The *Sessions History* report displays an overview of live chat sessions, including session dates,
+participant name and country, session duration, the number of messages, and the rating. It also
+provides access to the complete transcripts of live chat sessions.
+
+To access this report, navigate to :menuselection:`Live Chat app --> Report --> Sessions History`.
+
+.. image:: reports/sessions-history.png
+   :align: center
+   :alt: Example of the Sessions History report from the Live Chat application.
+
+The information in this report can be exported, or inserted into a spreadsheet.
+
+Click the :guilabel:`⚙️ (gear)` icon to the right of the :guilabel:`History` page title, in the
+top-left corner. Doing so reveals a drop-down menu.
+
+From the drop-down menu, click :guilabel:`Export All` to export all sessions to a spreadsheet, or
+:guilabel:`Insert list in spreadsheet` to insert the information in a new, or existing, spreadsheet.
+
+To only export select sessions, first select the desired sessions to be exported from the list, by
+clicking the checkbox to the left of each individual session. With the sessions selected, click the
+:guilabel:`⚙️ (gear) Actions` icon in the top-center of the page, and click :guilabel:`Export` or
+:guilabel:`Insert list in spreadsheet`.
+
+To view the transcript of an individual conversation, click anywhere on the entry line. This opens
+the *Discuss* thread for the conversation.
+
+In the *Discuss* thread, the conversation view displays the entire transcript of the conversation.
+At the top of the conversation, there is a list of the web pages the visitor browsed before
+beginning their chat session, along with corresponding time stamps. If the visitor left a rating, it
+is included at the end of the transcript.
+
+.. image:: reports/chat-transcript.png
+   :align: center
+   :alt: View of the chat transcript in the Discuss application.
+
+.. _livechat/session-statistics:
+
+## Session Statistics
+
+The *Session Statistics* report provides a statistical overview of live chat sessions. The default
+view for this report displays sessions grouped by the date of creation.
+
+To access this report, navigate to :menuselection:`Live Chat app --> Reports --> Session
+Statistics`.
+
+.. figure:: reports/sessions-statistics.png
+   :align: center
+   :alt: Example of the Sessions Statistics report from the Live Chat application.
+
+   The stacked bar graph view of the *Session Statistics* report, with results grouped by Creation
+   Date (hour), then by rating.
+
+To view a different measure, click the :guilabel:`Measures` drop-down menu at the top-left of the
+report. The measures available for this report include:
+
+- :guilabel:`# of speakers`: number of participants in the conversation.
+- :guilabel:`Days of activity`: number of days since the operator's first session.
+- :guilabel:`Duration of Session (min)`: the duration of a conversation, in minutes.
+- :guilabel:`Is visitor anonymous`: denotes whether the conversation participant is anonymous.
+- :guilabel:`Messages per session`: the total number of messages sent in a conversation. This
+  measure is included in the default view.
+- :guilabel:`Rating`: the rating received by an operator at the end of a session, if one was
+  provided.
+- :guilabel:`Session not rated`: denotes if a session did **not** receive a rating at the end of the
+  conversation.
+- :guilabel:`Time to answer (sec)`: the average time, in seconds, before an operator responds to a
+  chat request.
+- :guilabel:`Visitor is Happy`: denotes whether a positive rating was provided. If the visitor gave
+  either a negative or neutral rating, they are considered *unhappy*.
+- :guilabel:`Count`: the total number of sessions.
+
+.. _livechat/operator-analysis:
+
+## Operator Analysis
+
+The *Operator Analysis* report is used to monitor the performance of individual live chat operators.
+
+To access the report, navigate to :menuselection:`Live Chat app --> Reports --> Operator Analysis`.
+
+The default view for this report is a bar chart, which only displays conversations from the current
+month, as indicated by the :guilabel:`This Month` default search filter. Conversations are grouped
+by operator.
+
+To view a different measure, click the :guilabel:`Measures` drop-down menu at the top-left of the
+report. The measures available for this report include:
+
+- :guilabel:`# of Sessions`: the number of sessions an operator participated in. This measure is
+  included by default.
+- :guilabel:`Average duration`: the average duration of a conversation, in seconds.
+- :guilabel:`Average rating`: the average rating received by the operator.
+- :guilabel:`Time to answer`: the average amount of time before the operator responds to a chat
+  request, in seconds.
+- :guilabel:`Count`: the total number of sessions.
+
+.. image:: reports/operator-analysis.png
+   :align: center
+   :alt: Example of the Operator Analysis report from the Live Chat application.
+
+# View and filter options
+
+On any Odoo report, the view and filter options vary, depending on what data is being analyzed,
+measured, and grouped. See below for additional information on the available views for the *Live
+Chat* reports.
+
+> **note**:
+>    The :ref:`Sessions History <livechat/sessions-history>` report is **only** available in list
+   view.
+
+## Pivot view
+
+The *pivot* view presents data in an interactive manner. The :ref:`Session Statistics
+<livechat/session-statistics>` and :ref:`Operator Analysis <livechat/operator-analysis>` reports are
+available in pivot view.
+
+The pivot view can be accessed on a report by selecting the :guilabel:`grid icon` at the top-right
+of the screen.
+
+To add a group to a row or column, click the :guilabel:`➕ (plus sign)` icon next to
+:guilabel:`Total`, and then select one of the groups from the drop-down menu that appears. To remove
+one, click the :guilabel:`➖ (minus sign)` icon, and de-select the appropriate option.
+
+## Graph view
+
+The *graph* view presents data in either a *bar*, *line*, or *pie* chart. The :ref:`Session
+Statistics <livechat/session-statistics>` and :ref:`Operator Analysis <livechat/operator-analysis>`
+reports are available in graph view.
+
+Switch to the graph view by selecting the :guilabel:`line chart` icon at the top-right of the
+screen. To switch between the different charts, select the desired view's corresponding icon at the
+top-left of the chart, while in graph view.
+
+> **tip**:
+>    Both the bar chart and line chart can utilize the *stacked* view option. This presents two or
+   more groups of data on top of each other, instead of next to each other, making it easier to
+   compare data.
+
+## Save and share a favorite search
+
+The *Favorites* feature found on reports allows users to save their most commonly used filters,
+without having to reconstruct them every time they are needed.
+
+To create and save a filter to the *Favorites* section on the search bar drop-down menu, follow the
+steps below:
+
+#. Set the necessary parameters using the :guilabel:`Filters` and :guilabel:`Group By` options
+   available in the :guilabel:`Search...` bar drop-down menu and the :guilabel:`Measures` drop-down
+   menu at the top-left of the report.
+#. Click the :guilabel:`🔻(triangle pointed down)` icon next to the :guilabel:`Search...` bar to
+   open the drop-down menu.
+#. Under the :guilabel:`Favorites` heading, click :guilabel:`Save current search`.
+#. Rename the search.
+#. Select :guilabel:`Default filter` to have these filter settings automatically displayed when the
+   report is opened. Otherwise, leave it blank.
+#. Select :guilabel:`Shared` to make this filter available to all other database users. If this box
+   is not checked, the filter is only available to the user who creates it.
+#. Click :guilabel:`Save` to preserve the configuration for future use.

package/payload/skills/odoo18-docs/references/docs/applications/websites/livechat/responses.md

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+---
+title: "Commands and canned responses"
+source_url: "https://docs.odoo.sbggai.top/applications/websites/livechat/responses.html"
+---
+
+=============================
+# 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 :ref:`create
+   a ticket <live-chat/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.
+
+   .. image:: responses/responses-ticket-link.png
+      :alt: View of the chat window with a helpdesk ticket created in Odoo Live Chat.
+
+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 :ref:`canned response <live-chat/canned-responses>`.
+
+.. seealso::
+   - :doc:`/applications/productivity/discuss`
+   - :doc:`/applications/productivity/discuss/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.
+
+> **important**:
+>    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 :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`, and select a team.
+   Scroll to the :guilabel:`Channels` section, and check the box labeled, :guilabel:`Live Chat`.
+
+.. _live-chat/ticket:
+
+### 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`.
+
+.. image:: responses/helpdesk.png
+   :alt: View of the results from a helpdesk search in a Live Chat conversation.
+
+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
+:guilabel:`Description` tab.
+
+To access the new ticket, click on the link in the chat window, or go to the
+:menuselection:`Helpdesk app` and click the :guilabel:`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
+:kbd:`Enter`. If one or more related tickets are found, a list of links is generated in the
+conversation window.
+
+.. image:: responses/helpdesk-search.png
+   :alt: View of the results from a helpdesk search in a Live Chat conversation.
+
+> **note**:
+>    Results from the search command will only be seen by the operator, not the customer.
+
+## 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).
+
+.. image:: responses/responses-history.png
+   :alt: View of the results from a /history command in a Live Chat conversation.
+
+## Lead
+
+By typing `/lead` in the chat window, an operator can create a *lead* in the **CRM** application.
+
+.. image:: responses/responses-lead.png
+   :alt: View of the results from a /lead command in a Live Chat conversation.
+
+> **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 :menuselection:`CRM` app to view the
+:guilabel:`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
+:guilabel:`Internal Notes` tab of the lead form.
+
+On the :guilabel:`Extra Information` tab of the lead form, the :guilabel:`Source` will be listed as
+:guilabel:`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.
+
+.. seealso::
+   - :doc:`/applications/sales/crm/acquire_leads`
+   - :doc:`../../services/helpdesk`
+
+.. _live-chat/canned-responses:
+
+# 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 :menuselection:`Live Chat app --> Configuration --> Canned
+Responses --> New`.
+
+Type a shortcut command in the :guilabel:`Shortcut` field. Next, click the :guilabel:`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 :ref:`groups
+<access-rights/groups>` from the :guilabel:`Authorized Groups` drop-down list.
+
+## Use canned responses in a live chat conversation
+
+To use a canned response in a conversation, click the :icon:`fa-plus-circle` :guilabel:`(plus)` icon
+in the message window. Then, click :guilabel:`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 :icon:`fa-paper-plane` :guilabel:`(send)` icon or hit :kbd:`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.
+
+   .. image:: responses/response-list.png
+      :alt: View of a chat window and the list of available canned responses.