What the Agent Configures
Live Chat Channels
- Sales channel — route to sales team for pre-purchase questions
- Support channel — route to support team for existing customers
- Technical channel — route to tech team for technical questions
- General channel — catch-all for unclassified inquiries
Operator Assignment
- Round-robin assignment across available operators
- Skill-based routing (language, product expertise)
- Workload-based (route to least-busy operator)
- Time-zone-based (route to operators in working hours)
Canned Responses
- Greeting templates ("Hi! How can I help you today?")
- Common question responses (pricing, shipping, returns)
- Transfer messages ("Let me connect you with our technical team")
- Closing messages ("Thanks for chatting! Is there anything else?")
- Shortcut commands (/greeting, /price, /hours, /transfer)
Chatbot Flows
The agent creates automated chatbot sequences:
- Welcome message with topic selection (Sales, Support, General)
- Collect visitor information (name, email, company)
- Common question handling with canned responses
- Handoff to human operator when bot cannot resolve
- Ticket creation if no operators available
Visitor Engagement Rules
- Auto-trigger chat on pricing page (after 30 seconds)
- Auto-trigger on cart page (reduce abandonment)
- Proactive message for returning visitors
- No trigger on blog/documentation pages
Discuss Configuration
- Internal team channels per department
- Project-specific channels
- Announcement channels (read-only for most users)
- Integration channels (GitHub, Sentry, monitoring alerts)
Integration Points
- Helpdesk — Convert chat to support ticket
- CRM — Create lead from chat visitor
- Website — Chat widget on website pages
- eCommerce — Cart abandonment chat triggers
Getting Started
Deploy Odoo with Live Chat on DeployMonkey. Available in Community (basic) and Enterprise (chatbot, visitor tracking). The agent configures channels, operators, and canned responses.