[IMP] live chat: update ratings doc

Author: jero-odoo

content/applications/websites/livechat/overview/ratings.rst

@@ -2,44 +2,72 @@
 Ratings
 =======
 
-Giving users the opportunity to rate their interactions can help you improving the experience you
-offer. That means staying on top of your customers' needs, besides keeping track of your operators’
-performances.
+At the end of a *Live Chat* conversation, customers have the opportunity to rate the quality of
+service they have received from the live chat *operators*. This rating, which is delivered directly
+through the chat window, allows operators to receive immediate feedback on their performance. It
+also allows customers the chance to share any final comments before closing the conversation.
 
-Customer Rating
-===============
+Rating live chat conversations
+==============================
 
-| Once the user chooses to close the chat window, he can rate his interaction.
-| If the user is *Not satisfied* or *Highly dissatisfied*, a field allowing for an explanation
-  is shown.
-| A copy of the conversation can also be sent by email.
+Customers end a *live chat* conversation by clicking the :guilabel:`X` in the upper right hand
+corner of the chat window. At that point, the chat window will be replaced with a text bubble,
+which- *Did we correctly answer your question?*. This question is followed by three colored icons,
+which represent the following ratings:
 
-.. image:: ratings/user_chatwindow.png
+ - *Green smiling face* - Satisfied
+ - *Yellow neutral face* - Okay
+ - *Red frowning face* - Dissatisfied
+
+.. 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 with the note :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` (*Green smiling face*), they are presented with a
+thank you message, and a link to :guilabel:`Close the Conversation`.
+
+If the customer selects either :guilabel:`Okay` (*Yellow neutral face*) or :guilabel:`Dissatisfied`
+(*Red frowning face*), a text box will appear. Customers can add any comments in this text box to
+explain why they chose this rating.
+
+.. image:: ratings/live-chat-ratings-explain.png
    :align: center
-   :height: 400
-   :alt: View of the chat window from a user’s side for Odoo Live Chat
+   :alt: View of customer's live chat window with the option to add a ratings note.
 
-The rating is shown on the chat window itself for the operator.
+This message will be sent to the live chat operator, along with the rating icon.
 
-.. image:: ratings/operator_chatwindow.png
+.. image:: ratings/live-chat-ratings-operator-window.png
    :align: center
-   :alt: View of a chat window from an operator’s side highlighting a rating for Odoo Live Chat
+   :alt: View of a chat window from an operator's window highlighting a rating for Odoo Live Chat.
 
-And under :menuselection:`Report --> Customer Ratings`.
+It can also be viewed in the :guilabel:`Customer Ratings` report which can be found under
+:menuselection:`Live Chat --> Report --> Customer Ratings`.
 
-.. image:: ratings/customer_ratings.png
+.. image:: ratings/live-chat-ratings-report.png
    :align: center
-   :alt: View of the customer ratings page in Odoo Live Chat
+   :alt: View of the customer ratings report in Odoo Live Chat.
+
+Publishing customer ratings
+===========================
+
+After a customer rating has been submitted, it will then be published to the website.
 
-Make the rating public
-======================
+.. note::
+   The customer notes that accompany the rating are *not* published to the website, they are kept
+   internal. Only a statistical overview of the performance of operators for the *channel*.
 
 Go to :menuselection:`Website --> Configuration --> Settings`, access your channel form, click on
 *Go to Website* and on *Unpublished*, to publish the rating of that channel on your website.
 
-.. image:: ratings/publish_ratings.png
+.. image:: ratings/live-chat-ratings-published.png
    :align: center
-   :alt: View of the public ratings in the website for Odoo Live Chat
+   :alt: View of the published ratings on the portal for Odoo Live Chat.
 
 .. seealso::
+   - :doc:`get_started`
    - :doc:`responses`