[ADD] Live chat: expertise

closes #15327

Signed-off-by: Felicia Kuan (feku) <feku@odoo.com>

Author: jero-odoo

content/applications/websites/livechat.rst

@@ -262,3 +262,4 @@ When they click the link, they are redirected to a new chat window.
    livechat/reports
    livechat/participate
    livechat/information
+   livechat/expertise

content/applications/websites/livechat/chatbots.rst

@@ -14,6 +14,8 @@ including the webpage where it is located, and the information it captures.
 .. image:: chatbots/chatbot-visitor-view.png
    :alt: View of the chat window with a helpdesk ticket created in Odoo Live Chat.
 
+.. _chatbot/build-a-chatbot:
+
 Build a chatbot
 ===============
 
@@ -116,6 +118,8 @@ to follow up with additional information, schedule demos, and more.
    Due to the vast number of formats used for phone numbers worldwide, responses to this step type
    are not validated for formatting, and can include both numbers and special characters.
 
+.. _chatbot/forward-to-operator:
+
 Forward to Operator
 ~~~~~~~~~~~~~~~~~~~
 

content/applications/websites/livechat/expertise.rst

@@ -0,0 +1,115 @@
+=========
+Expertise
+=========
+
+In Odoo's **Live Chat**, agents can designate *expertise* in one or more areas. This allows
+conversations to be assigned to them based on their scope of knowledge.
+
+When a visitor requests help on a specific topic, Odoo can automatically assign the conversation to
+an available agent with that expertise. Expertise improves routing efficiency, reduces wait time,
+and ensures customers speak to the most qualified person available.
+
+Create a new expertise
+======================
+
+To create a new expertise, navigate to :menuselection:`Live Chat app --> Configuration -->
+Expertise` and click :guilabel:`New`. Enter a :guilabel:`Name` for the area of focus.
+
+Under :guilabel:`Operators`, select one or more users from the drop-down to assign this expertise.
+
+.. note::
+   *Administrator* level :doc:`access <../../general/users/access_rights>` is required in the **Live
+   Chat** application to create or edit expertise. Those with *User* level access can view the
+   expertise menu and see which users are assigned to each expertise, but they cannot make changes.
+
+Set live chat expertise
+=======================
+
+To set a user's live chat expertise, click on the user avatar in the top-right corner of any page in
+the database. Select :guilabel:`My Preferences` from the drop-down menu to open the profile page. On
+the right side of the :guilabel:`Preferences` tab, select one or more options from the
+:guilabel:`Live Chat Expertise` drop-down list.
+
+.. image:: expertise/select-expertise.png
+   :alt: A user profile with the Live Chat Expertise menu open.
+
+Forward conversations based on expertise
+========================================
+
+Once an expertise has been assigned to one or more operators, they can be used to forward
+conversations. This allows a chatbot to identify the operator who is best suited to handle a
+customer request.
+
+Forward via chatbot
+-------------------
+
+:doc:`Chatbots <chatbots>` are designed to mimic a conversation with a live human, and operate based
+on a pre-written script of steps to follow. The :ref:`Forward to Operator
+<chatbot/forward-to-operator>` step type is used to send a conversation from a chatbot to an active
+live chat agent who can then continue the conversation based on where the chatbot left off. By
+adding expertise to this step, the chatbot will first look for an agent with matching expertise, to
+ensure the agent is the best person for the situation.
+
+To add expertise to a chatbot conversation, navigate to :menuselection:`Live Chat app -->
+Configuration --> Chatbots`. Click on an existing chatbot to open it, or click :guilabel:`New` to
+:ref:`create a new one <chatbot/build-a-chatbot>`.
+
+On the :guilabel:`Script` tab, if there is an existing *Forward to Operator* step, click on it. If
+not, click :guilabel:`Add a line`, then select *Forward to Operator* in the :guilabel:`Step Type`
+field.
+
+In the :guilabel:`Operator Expertise` field, select one or more expertise for the chatbot to
+consider when prioritizing users for conversations on the related channel. Click :guilabel:`Save`
+when finished.
+
+.. tip::
+   When making selections in this field, consider the use case for the chatbot. A *Support* chatbot
+   will cover different topics than a *Recruitment* chatbot.
+
+.. image:: expertise/script-steps.png
+   :alt: A forward to operator script step pop-up.
+
+Add users to a conversation
+---------------------------
+
+Users can add other live chat agents to an ongoing conversation directly from the chat window. Open
+an active live chat conversation through the :menuselection:`Discuss app`. At the top-right of the
+chat, click the :icon:`fa-user-plus` :guilabel:`(user plus)` icon to open the *Invite People* menu.
+The user's expertise is listed next to the :icon:`fa-graduation-cap` :guilabel:`(graduation cap)`
+icon.
+
+.. image:: expertise/add-users.png
+   :alt: The add users menu in a live chat conversation.
+
+To add a user to the conversation, tick the checkbox to the right of the user's name, then click
+:guilabel:`Invite`.
+
+.. note::
+   *Expertise* only appear on the *Invite People* pop-up for live chat conversations, not direct
+   messages.
+
+Looking for help conversations
+==============================
+
+In an active livechat conversation, the :ref:`Status <information/status>` can be set to allow
+agents to identify conversations that require immediate action, and inform other agents which
+conversations require their expertise at any given time. If a conversation is marked with the status
+*Looking for help*, other agents have the opportunity to join.
+
+To view *Looking for help* conversations, navigate to the :menuselection:`Discuss app`.
+Conversations with the status appear under the *Looking for help* heading.
+
+If an agent has a matching expertise, the conversation is marked with a :icon:`fa-star`
+:guilabel:`(star)` icon.
+
+.. image:: expertise/looking-for-help.png
+   :alt: A conversation with the looking for help status and relevant expertise tagged.
+
+.. tip::
+   *Looking for help* conversations can also be viewed by navigating to :menuselection:`Live Chat
+   app --> Sessions --> Looking for Help`.
+
+To join a conversation in progress, click the :icon:`fa-sign-in` :guilabel:`(sign in)` icon at the
+top of the information panel. Doing so moves the conversation back to the channel heading and
+reverts the status to *In progress*. The customer is also informed that a new user has joined the
+chat.

content/applications/websites/livechat/expertise/add-users.png

@@ -29,6 +29,8 @@ the top of the panel. Clicking this button opens the :doc:`contact record
 <../../essentials/contacts>` for the customer, without closing the conversation. The contact record
 links to the customers' sales, invoices, meetings, and previous live chat sessions.
 
+.. _information/status:
+
 Status
 ======