All sales personnel and managers are responsible for providing excellent customer service. Our customers reach out to us in many ways, including our online chat function. All sales persons and managers are responsible for monitoring the chat feature, and responding to customer inquires as they come in.
How to join the live chat queue:
1. Select the 'Sales' tab in Odoo.
2. Scroll down the left menu panel and select 'Live Chat'.
3. From the Live Chat sub-menu, select 'Channels'.
4. This will open up any live chat channels the company is currently using. Select the channel you wish to join.
5. Select the 'Edit' button at the top of the channel.
6. Select the 'Add' button under the "Operators" title.
7. Type your name into the search field, and press enter.
8. Click the check box next to your name.
9. Click the 'Select' button.
You have now been added to the live chat to be eligible to receive customer inquires via chat. Once a chat is routed to you, it is as if the customer has walked into your location to ask you a question, or as if you have answered a customer phone call. Promptly reply to the customer. If you are not the best person suited to help the customer, inform the customer that you will immediately seek assistance. You can simply add another employee to the chat by inviting them to the chat, or by applying the @ sign to their name (ex: @Dan Thomas) in the text field as you reply to the customer. Applying the @ sign will alert the employee that they have a message.
If you are not getting an immediate response from another employee, inform the customer that a Sales Professional will contact them ASAP, and get their contact information. If a customer does not want to provide their information, provide them instead with the direct phone number to the store nearest them.
Now, chat notifications arrive in your Discuss panel in Odoo. A customer chat may be routed to you when you are logged into Odoo.
You will not receive a notification of a chat when you are logged out, and you will not receive a notification of a chat when you have been inactive in Odoo for more than 30 minutes.
You can remove yourself from the chat feature, but clicking the "x" on the box by your name. Good luck! Now give excellent customer service!
