Use Student Live Chat

Use Student Live Chat

Enable real-time chat between students and faculty for instant support.

Time: 5–10 minutes for setup Module: OpenEduCat Livechat Student Permissions: Faculty or Support Staff

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Prerequisites

• Discuss module enabled
• Student and faculty records configured
• Users assigned to students/faculty
• Access to Discuss menu

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Overview

The Student Live Chat system enables:

• Real-time student-faculty communication
• Instant doubt clearing
• Chat history tracking
• Notes and annotations
• Status management
• Multi-conversation handling

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Chat Workflow

Student Initiates Chat
         ↓
Faculty Receives Request
         ↓
   Chat Session Active
         ↓
   Discussion/Support
         ↓
   Session Closed
         ↓
   Notes Recorded

State	Description
Active	Ongoing conversation
Pending	Awaiting response
Resolved	Issue addressed
Closed	Session ended

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Steps

1. Enable Live Chat

As Administrator:

1. Navigate to Settings → General Settings
2. Enable Live Chat features
3. Configure channels
4. Assign operators (faculty/staff)

2. Start Chat (Student)

As Student:

1. Log into student portal
2. Click Live Chat or Help button
3. Select faculty/department
4. Type message and send
5. Wait for response

3. Respond to Chat (Faculty)

As Faculty:

1. Receive chat notification
2. Open Discuss application
3. View incoming chat
4. Respond to student
5. Continue conversation

4. Manage Chat Sessions

During active chat:

Action	Description
Reply	Send response
Attach	Share files
Note	Add internal note
Transfer	Move to another faculty
Close	End session

5. Add Chat Notes

Document important points:

1. During or after chat
2. Click Add Note
3. Enter note content:

Field	Action
Note	Important details
Date	Auto-recorded
Created By	Auto-filled

4. Save for reference

6. View Chat History

Access past conversations:

1. Navigate to Discuss → Channels
2. Filter by student
3. View chat history
4. Review notes
5. Track resolution

7. Set Chat Status

Manage availability:

Status	Description
Available	Ready for chats
Busy	Limited availability
Away	Not available
Offline	Not accepting chats

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Field Reference

Discuss Channel Extension (discuss.channel)

Field	Technical Name	Type	Description
Is Student Chat	is_created_student	Boolean	Student initiated
Student	student_id	Many2one	Student record
Faculty	faculty_id	Many2one	Faculty record
Livechat State	livechat_state	Selection	Chat status
Livechat Note	livechat_note	Html	Session notes
Livechat Status	livechat_status	Selection	Resolution status

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Views Available

View	Features
Chat Interface	Real-time messaging
Channel List	All conversations
History	Past sessions

Chat Dashboard

Faculty see:

• Active chats
• Pending requests
• Chat history
• Student info

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Chat Features

Feature	Description
Real-time	Instant messaging
File sharing	Attach documents
Emoji	Express reactions
Typing indicator	Show activity
Read receipts	Confirm delivery
History search	Find past chats

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Use Cases

Doubt Clearing

Student: Hi, I have a question about Assignment 3
Faculty: Sure, what's your doubt?
Student: I'm confused about the deadline
Faculty: The deadline is Friday 5 PM
Student: Thank you!
[Session Resolved]

Technical Support

Student: I can't access my grades
Staff: Let me check your account
Staff: I see the issue, try logging out and back in
Student: It works now, thanks!
[Session Closed]

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Troubleshooting

Issue	Cause	Solution
Chat not loading	Connection issue	Refresh page
No response	Faculty offline	Check availability
History missing	Filter applied	Clear filters
Cannot attach	File too large	Reduce file size
Notifications off	Settings issue	Enable notifications

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Best Practices

1. Quick response: Reply promptly
2. Professional tone: Maintain decorum
3. Clear answers: Be concise
4. Document notes: Record important info
5. Proper closure: End sessions properly
6. Escalate when needed: Transfer complex issues

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Security Notes

Role	Capabilities
Faculty	Chat with assigned students
Support Staff	Handle general queries
Student	Initiate chats
Administrator	View all chats

Privacy

• Chats are confidential
• Only participants can view
• Notes visible to staff only
• History retained per policy

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Integration Features

Student Integration

• Student info in chat
• Academic context
• Quick profile access

Faculty Integration

• Faculty availability
• Subject expertise
• Response tracking

Notification Integration

• Browser notifications
• Email notifications
• Mobile alerts

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Related Tasks

• Configure Discuss
• Manage Students
• Configure Faculty