[FW][IMP] Livechat: ratings update

content/applications/websites/livechat/ratings.rst

@@ -2,92 +2,99 @@
 Ratings
 =======
 
-At the end of a *Live Chat* conversation, customers have the opportunity to rate the quality of
+.. |smile| replace:: green :icon:`fa-smile-o` :guilabel:`(smile)` icon
+.. |meh| replace:: yellow :icon:`fa-meh-o` :guilabel:`(neutral)` icon
+.. |frown| replace:: red :icon:`fa-frown-o` :guilabel:`(frown)` icon
+
+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.
+allows customers 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:
+Customers end a live chat conversation by clicking the :icon:`oi-close` :guilabel:`(close)` icon 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*
+ - **Satisfied** - |smile|
+ - **Okay** - |meh|
+ - **Dissatisfied** - |frown|
 
 .. 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.
+   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.
+If the customer selects the |smile|, 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.
+If the customer selects either the |meh| or the |frown|, a text box appears. Customers can add
+comments in this text box to explain why they chose this rating. This message, along with the rating
+icon, is sent to the live chat operator.
 
 .. 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.
+going to the :menuselection:`Live Chat` app and clicking on the :icon:`fa-ellipsis-v`
+:guilabel:`(vertical ellipsis)` icon on the Kanban card for that team. Then, click
+:guilabel:`Configure Channel` to open the channel details form. Then click on the :guilabel:`Go to
+Website` smart button. This opens the :guilabel:`Live Chat Channel Statistics` page.
 
-In the upper right corner of the page, click the red :guilabel:`Unpublished` slider.  The slider
+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.
+   The customer notes submitted with the rating are *not* published on the website; they 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`.
+to the main Odoo dashboard and open the **Website** application. :menuselection:`Website app -->
+Site --> Pages`, then click :guilabel:`New`.
 
-This will open a :guilabel:`New Page` pop-up window. In the :guilabel:`Page Title` field, enter
+This opens 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
+   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.
+Click :guilabel:`Create`, and the newly created webpage opens. The :guilabel:`Web 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.
+published. On the left side of the channel name is an 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.
 
+.. tip::
+   The icon displayed on this page is configured on the live chat channel's configuration page. To
+   update this image, navigate to the :menuselection:`Live Chat` app and click on the
+   :icon:`fa-ellipsis-v` :guilabel:`(vertical ellipsis)` icon on the Kanban card for that team.
+   Then, click :guilabel:`Configure Channel` to open the channel details form. Click the
+   :icon:`fa-pencil` :guilabel:`(pencil)` icon in the image box to upload an image.
+
 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.
 
@@ -98,28 +105,26 @@ labeled :guilabel:`Is Published`. The field with the checkbox is highlighted in
 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
+individual ratings can be manually selected to be hidden from the public. The rating is still
 included in internal reports, and can still be viewed by internal teams. However, public website
-visitors and portal users will not have access.
+visitors and portal users do 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.
+displays an overview of the ratings received on live chat conversations, 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
+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.
 
@@ -131,15 +136,14 @@ 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.
+be hidden from the public. The rating is still included in internal reports, and can still be viewed
+by internal teams. However, public website visitors and portal users do 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
+To hide a rating, go to :menuselection:`Live Chat app --> Report --> 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::