Live Chat in Odoo 18

Odoo Enterprise Edition Live Chat is a real-time communication tool that allows businesses to engage with website visitors instantly. It is fully integrated with Odoo’s CRM, Helpdesk and Sales modules, making it an efficient solution for lead generation, customer support and service tracking. With multi-channel capabilities, chatbot automation and advanced performance reporting, the Live Chat module streamlines customer interaction and improves service response efficiency across digital touchpoints.

Work Flow

Key Features

• Support for multiple live chat channels based on websites, departments or languages
• Built-in chatbot and scripted flows for automated responses and data collection
• Agent assignment per channel with availability-based routing
• Real-time messaging interface for agents with visitor context display
• Use of canned responses to handle frequent questions efficiently
• Offline message handling when agents are unavailable
• Real-time visitor tracking including current page and geographic location
• Ability to convert chat conversations into CRM leads or Helpdesk tickets
• Session-based performance tracking including response time, chat volume and session duration
• Collection of customer ratings and detailed feedback after each session
• Role-based access control to manage channel visibility and agent permissions
• Customizable chat widget per channel with branding options
• Language-specific channel configuration for multilingual support
• Real-time notifications and alerts for incoming chats and operator availability
• Typing indicators to show when visitor or agent is composing a message
• Full chat history storage accessible for auditing and review
• Ability to pin important messages within chat sessions for quick reference
• Manual operator availability toggling and business hours configuration per channel
• Operator profile display including name and avatar to personalize chats
• Exportable chat logs, session summaries and detailed analytics for in-depth business insights
• Filtering and search options in reports by date range, channel, operator and visitor
• Visual chart representations (pie, line, bar) for session statistics and operator performance trends
• Seamless integration with CRM, Helpdesk and other core Odoo apps

Screenshot
Live chat websites Wise Dashboard

Live chat Channel Dashboards

Live Chat Configuration

• Chatbot
• Canned Response
• channel 

Live Chat Reporting

• Sessions History
• Session Statistics
• Operator Analysis
• Customer Ratings
• Visitors

Live Chat

• Channel Process
• Chatbot Process

Live Chat Configuration

Chatbot

Overview

The Odoo Enterprise Edition Live Chat chatbot is an automated virtual assistant designed to improve customer support by guiding website visitors through issue reporting and data collection. The chatbot engages users with a conversational flow that captures key information such as issue nature, equipment serial number and customer reference. It collects additional comments and contact details before creating support tickets and leads automatically. This automation enhances response efficiency, reduces support agent workload and provides customers with timely confirmation and follow-up through email.

Process Flow

Business Rules

• The chatbot starts with a welcoming message to engage visitors
• It asks for the nature of the visitor’s issue to understand their problem
• Requests the serial number of the equipment involved to aid troubleshooting
• Thanks the visitor after receiving important details to acknowledge input
• Offers an option for visitors to add additional information or comments
• Inquires if the visitor has a customer reference number, explaining where to find it
• If the visitor lacks a customer reference, reassures that alternative methods exist to find their contract
• Collects the customer reference number if provided by the visitor
• Transfers the conversation to a human operator if the issue requires it or after collecting sufficient data
• Creates a lead in the system based on the information gathered during the chat
• Requests the visitor’s email address to facilitate communication and ticket updates
• Automatically generates a support ticket and notifies the visitor of ticket creation and email confirmation
• Uses conditional logic to tailor questions and messages based on visitor responses
• Maintains a polite and helpful tone throughout the conversation to ensure positive customer experience

Screenshot
Chatbot Master configuration Screen

Canned Responses

Overview

Canned Responses are predefined, reusable replies that customer support agents use during live chat conversations to answer frequently asked questions quickly and consistently. In Odoo Enterprise Edition Live Chat, canned responses help improve response times, ensure uniform communication, and reduce repetitive typing. Agents can select the appropriate canned message with a click, enabling faster, more efficient interactions with customers while maintaining professionalism and accuracy.

Process Flow

Business Rules 

• Canned responses should cover common queries such as greetings, troubleshooting steps, pricing and policy clarifications
• Agents can insert canned responses during a live chat with minimal effort to speed up replies
• Responses should be regularly reviewed and updated to reflect current policies and information
• Canned responses can be personalized by including placeholders (e.g., customer name) for a customized touch
• Agents should have the ability to edit canned responses before sending if necessary
• The use of canned responses must maintain a polite, professional tone consistent with company guidelines
• Canned responses should be organized in categories or tags for easy searching and retrieval by agents
• Only authorized users should be able to create, edit or delete canned responses to maintain quality control
• The system should allow easy management (add, edit, delete) of canned responses from the backend or chat interface

Screenshot

List of Canned response configuration

Over all Canned response Shortcut screen

Canned Response Filter With Starting Key

Channel

Overview

Channels in Odoo provide structured, real-time group communication spaces within the platform. They allow teams to collaborate effectively by organizing conversations around specific topics, departments or projects. Channels can be public for open access or private for restricted discussions, integrating messaging, file sharing and notifications seamlessly with other Odoo applications.

Process Flow

Business Rules

• Channels can be created as either public or private
• Public channels are visible to everyone in the organization and can be joined without approval
• Private channels are hidden from non-members and require an invitation or membership via authorized groups
• Users may be added manually or automatically subscribed based on their group or department affiliation
• Each channel must have a unique name and can include a description to explain its purpose
• Channels can be organized with parent and sub-channel structures to group related discussions
• Messages within a channel are stored indefinitely and can be searched by members
• Users can mention individuals using @username or notify all channel members with @everyone
• Threaded replies are supported to keep conversations focused and well-organized
• Files and attachments of various types can be uploaded and shared in channels
• Channels can be referenced in other Odoo apps using #Channel Name for contextual Communication
• Muting a channel silences notifications and removes unread message indicators until unmuted

Screenshot
Channel form view screen

Reporting

Sessions History

Overview

Reporting Sessions History in Odoo EE Live Chat provides a comprehensive record of all past live chat interactions between visitors and support agents or chatbots. This history enables businesses to analyze conversation data, track customer engagement, evaluate agent performance and identify recurring issues. By reviewing session histories, companies can improve customer service strategies, ensure quality control, and maintain a transparent support process. These reports typically include details such as session timestamps, participant identities, conversation transcripts, ticket or lead creation and resolution statuses.

Business Rules 

• All live chat sessions are logged and stored securely for future reference
• Session reports include key details: start and end time, visitor identity (if known), agent or bot involved and conversation transcripts
• Sessions linked to support tickets or leads are cross-referenced for easy tracking
• Agents and managers can access session histories through the Odoo backend interface or dashboard
• Session data supports filtering by date, agent, visitor, issue type or ticket status to facilitate analysis
• Historical data helps identify frequent issues, peak chat times and agent responsiveness
• Access to session history is role-based, ensuring only authorized personnel can view sensitive conversations
• Session data complies with data privacy laws and company retention policies, including automated archiving or deletion schedules
• Reporting tools may offer export options (e.g., CSV, PDF) for external review or audit purposes
• Regular reviews of session histories contribute to continuous improvement in support quality and customer satisfaction

Screenshot

Session  history Report

Session Statistics

Overview

Odoo Enterprise Edition Live Chat Session Statistics provide real-time and historical analytics through pie, line, stacked, and bar charts. This enables support managers to monitor chat volume, response times, agent performance, and visitor wait times. With dynamic filtering, sorting and drill-down features, these insights help optimize resources, improve efficiency and enhance customer satisfaction across teams and channels.

Business Rules

• Track active, queued, and completed chat sessions in real time
• Measure average response time and chat duration to evaluate agent performance
• Log visitor wait times to monitor customer experience
• Offer filtering by date, agent, team, channel, and issue type
• Support ascending/descending sorting to highlight trends
• Use interactive charts (pie, line, stacked bar, bar) for clear visualization
• Enable drill-down into detailed session data
• Restrict access based on user roles and permissions
• Allow export of statistics and charts for reporting
• Integrate session data with CRM and Helpdesk for full support insights
• Use color coding and alerts to highlight issues or traffic peaks
• Archive or delete data per privacy policies
• Provide role-specific dashboard views for targeted insights

Screenshot

Session Statistics report 

Operator Analysis

Overview

Operator Analysis Reporting in Odoo Enterprise Live Chat provides comprehensive, real-time and historical reports on support agents’ performance. These reports use interactive charts and tables to visualize key metrics like number of chats handled, response times, customer satisfaction and resolution rates. The reporting tools enable managers to monitor individual and team efficiency, identify bottlenecks and drive continuous improvement in customer service quality through data-driven decisions.

Business Rules

• Generate real-time and historical reports on operator performance metrics
• Include key indicators such as total chats handled, average first response time, average chat duration and resolution rates
• Display customer satisfaction scores and feedback related to each operator’s sessions
• Provide visualizations using pie charts, bar charts, line graphs, and sortable tables for easy analysis
• Allow filtering by date ranges, specific operators, teams, chat channels and issue categories
• Support sorting of report data in ascending or descending order based on selected metrics
• Enable drill-down capability to access detailed session data and conversation transcripts per operator
• Restrict report access based on user roles and permissions to ensure data confidentiality
• Facilitate export of reports in common formats (CSV, PDF) for offline review and sharing
• Integrate operator analysis reports with CRM, Helpdesk and HR modules for a holistic view of agent productivity and customer support
• Provide scheduled or automated report generation and delivery to relevant stakeholders
• Use report insights to identify training needs, allocate resources efficiently and enhance overall support performance

Screenshot

Operator Analysis Report

Customer Ratings

Overview

Customer Ratings in Odoo Enterprise Live Chat enable visitors to provide feedback and rate their experience with support operators. These ratings, along with optional comments, help businesses gauge customer satisfaction and identify areas for improvement. Ratings can be linked to specific operators and sessions and are stored securely for analysis and internal review. This feedback mechanism supports continuous quality improvement in customer service.

Business Rules

• Allow visitors to rate their live chat experience on a predefined scale (e.g., 1 to 10)
• Capture optional comments from customers to provide qualitative feedback
• Link ratings and comments to specific operators and chat sessions
• Store ratings securely with timestamp and visitor identification where applicable
• Display customer ratings and comments internally for authorized staff only, ensuring privacy
• Enable filtering and sorting of ratings by operator, date and rating score
• Integrate customer ratings with operator performance reports for comprehensive analysis
• Use ratings data to identify trends, training needs, and improvement opportunities
• Provide the option to anonymize visitor data in ratings for privacy compliance
• Allow export of rating reports for management review and record-keeping
• Trigger alerts or notifications if ratings fall below a set threshold for timely action

Screenshot

Customer Ratings report List view

Visitors

Overview

Visitors are the website users who interact with your business through the Odoo Live Chat widget. They initiate conversations to ask questions, report issues or seek support. The Live Chat system tracks visitor activities such as pages visited, time spent and previous interactions to provide context and enhance customer engagement. Visitors can be anonymous or identified if they provide contact details. The chatbot and live agents use visitor information to deliver personalized and efficient support, improving user experience and increasing conversion potential.

Business Rules

• Visitors can start a live chat conversation via the website chat widget at any time
• Visitors remain anonymous until they provide identifying information (name, email, customer reference)
• The system tracks visitor browsing behavior to provide context to agents during conversations
• Visitors can interact with the chatbot first, which collects preliminary information before handing over to human agents if necessary
• Visitor inputs (e.g., messages, contact details) are logged and stored for follow-up and support history
• Visitors should be greeted promptly by the chatbot or an available live agent
• Visitors’ conversations can trigger automated actions such as ticket creation or lead generation based on collected data
• The system supports multilingual interactions, adapting to the visitor’s language preference if known
• Visitors can end the chat at any time, and their data remains stored for future reference unless deleted by privacy policies
• Visitor data collection and interaction comply with applicable privacy regulations and user consent requirements

Screenshot

list of website visitors Dashboard

Live chat Process 

Overview

In Odoo, Live Chat Channels are core components used to manage customer interactions across multiple websites or departments. Each channel acts as a virtual queue with its own configuration, such as assigned operators, welcome messages, chat scripts and business hours. Channels help direct chats to the right team, control visibility and streamline support processes. They also allow embedding widgets on specific websites and tracking performance per channel.

Process Flow

Business Rules

• Allow the creation of multiple live chat channels, each linked to a specific website or department.
• Assign one or more operators (agents) to each channel to handle incoming conversations.
• Configure unique welcome messages and automated greetings per channel.
• Support the use of predefined canned responses within each channel.
• Enable visibility rules so operators only see and respond to chats in channels they are assigned to.
• Embed live chat widgets on specific websites or pages using generated script snippets.
• Set channel-specific availability based on defined business hours.
• Route chats to available agents assigned to that specific channel.
• Allow basic customer identification during the chat (e.g., name, email, reference).
• Store chat history per channel and associate with customer records where applicable.
• Track basic performance metrics such as number of chats handled per channel.
• Allow channel-based configuration of offline behavior (e.g., message when no agents are online).
• Link chat interactions from each channel to other Odoo modules like Helpdesk or CRM for further processing.

Screenshot

Visitor Channels Dashboard

Channel Chat screen

Chatbot 

Overview

The Chatbot feature in Odoo is designed to automate customer interactions on websites or messaging platforms, providing instant responses, lead qualification and support triage. It integrates tightly with Odoo’s CRM, Helpdesk, and other business apps, allowing it to pull data or create records based on conversations. The chatbot supports rule-based flows and can escalate conversations to live agents through the Discuss or Live Chat modules when needed. It improves customer engagement by offering 24/7 availability and seamless transitions between automated and human support.

Process Flow

Business Rules

• The chatbot handles initial user queries using predefined scripts and decision trees
• It can collect visitor information (e.g., name, email, requirements) to create leads or tickets automatically
• When unable to resolve complex issues, the chatbot triggers a handoff to live chat agents in Discuss or Helpdesk
• Chat history and user inputs are transferred to agents to maintain conversation context
• The chatbot’s behavior and conversation flows are configurable via Odoo Studio or backend settings
• Integration with CRM ensures leads generated via chatbot are tracked and assigned appropriately
• Chatbot responses respect user privacy and data protection policies
• Automated workflows allow follow-up actions such as sending emails, scheduling calls or updating records
• The chatbot can operate across multiple channels, including website chat widgets and messaging platforms
• Escalation rules can be based on keywords, unanswered questions, or user requests for human help
• All chatbot conversations are logged within Odoo for analytics and performance review
• Multilingual support can be configured to engage visitors in their preferred language
• The chatbot’s availability can be scheduled based on business hours to manage user expectations

Screenshot

Ask Predefined Technical questions Screen  

Choose Predefined Technical questions Screen  

Mail info get 

Helpdesk created

Helpdesk Ticket Created Screen