SMS Management in Odoo 18
Odoo offers a fully integrated communication system combining SMS and telephony to help businesses engage efficiently with customers and prospects. It supports sending personalized and automated SMS, managing message templates, enforcing phone blacklists for compliance and integrating with VoIP providers for voice calls all within a unified platform. This integration enables seamless omnichannel communication to improve customer experience and operational productivity.
Work Flow
Key Features
- Send personalized and bulk SMS directly from Odoo modules like CRM, Sales and Marketing
- Send SMS to individual customers or bulk groups
- Personalize messages using dynamic fields (e.g., Customer Name, Invoice Due Date)
- Use dynamic SMS templates for consistent and efficient messaging
- Track SMS delivery status to monitor communication success
- Automatically manage opt-outs and maintain a phone blacklist to respect user preferences and legal requirements
- Integrate with VoIP providers for making and receiving calls within Odoo
- One-click call initiation from contacts, leads or opportunities
- Create SMS templates for quick re-use
- Link SMS with Accounting for invoice reminders and payment alerts
- Track responses if using two-way SMS with supported providers
- Automatic call logging and optional recording for quality control and audits
- Role-based access control for SMS and telephony features
- Ensure compliance with data privacy and communication regulations (e.g., GDPR, TCPA)
- Support omnichannel communication strategies combining SMS and voice channels
Short Message Service Management
- SMS Templates
- Phone Blacklist
- Send SMS Manually
- Automated SMS
SMS Templates
Overview
SMS Templates in Odoo allow users to define message formats with dynamic placeholders for personalization. These templates improve efficiency and ensure standardized communication.
Process Flow
Key Features / Business Rules
- Templates support dynamic fields like {customer_name}, {order_date}, etc.
- Only users with designated permissions can create, edit or delete templates
- Templates must be associated with specific modules or communication campaigns
- Placeholder variables in templates must be validated before sending
- SMS messages generated from templates replace placeholders with actual data from the database
- Templates must comply with company branding and legal guidelines
- Template usage is logged for auditing and reporting purposes
- Create custom SMS templates for different use cases (promotions, reminders, confirmations)
- Store and organize multiple templates for quick re-use
- Assign templates to specific modules (Sales, CRM, Accounting, HR)
- Preview messages with real customer data before sending
- Allow users to edit or override templates before sending
- Combine templates with SMS scheduling for campaigns
Screenshot
List of SMS Templates
SMS Template Form View
Phone Blacklist
Overview
The Phone Blacklist feature blocks communications to phone numbers that have opted out or are restricted, ensuring compliance with privacy regulations.
Process Flow
Business Rules
- Numbers in the blacklist are prevented from receiving SMS or calls
- Maintain a list of blocked phone numbers across Odoo
- The blacklist can be updated manually or via automated opt-out workflows (e.g., SMS “STOP” replies)
- Compliance with global DND / opt-out regulations
- Manage blocklist at company or campaign level
- The system checks the blacklist before sending SMS or making calls and cancels the action if the number is blacklisted
- Users are notified if they attempt to communicate with a blacklisted number
- Blacklist data must be securely maintained and regularly synchronized
- Compliance with GDPR, TCPA and other regional laws regarding communication consent is enforced
- Blacklist entries include timestamps and reasons for blocking
- Option to manually add or remove numbers from the list
- Reduce SMS costs by skipping undeliverable contacts
- Protects brand trust by respecting customer preferences
Screenshot
Form View
Blocked View
Send SMS Manually
Overview
Manual SMS sending allows users to compose and send text messages directly from the Odoo interface. Users select recipients, choose or create message content and send immediately. This feature provides control and flexibility for targeted communication on demand. It supports bulk SMS, delivery tracking and compliance with communication preferences.
Process Flow
Business Rules
- SMS can only be sent to phone numbers formatted and validated by the system
- SMS sending respects carrier limits and message length restrictions (typically 160 characters per SMS)
- Delivery status (sent, failed, delivered) must be recorded and visible to users
- Record every SMS sent with recipient, content, timestamp and user
- Users cannot send SMS to numbers listed in the phone blacklist
- Opt-out requests from recipients automatically add their number to the phone blacklist
- Bulk SMS must use approved SMS templates for consistency and compliance
- Users must have proper access rights to send SMS or manage SMS templates
Screenshot
Send SMS Manually button View
Send SMS Manually Wizard View
SMS View
Automated SMS
Overview
Automated SMS feature enables SMS messages to be sent automatically based on predefined triggers and rules, without manual intervention. Typical use cases include notifications on order status, reminders, alerts or marketing campaigns.
Process Flow
Business Rules
- Automated SMS are triggered by defined business events, e.g., order confirmation, appointment reminders
- SMS can only be sent to phone numbers formatted and validated by the system
- SMS sending respects carrier limits and message length restrictions (typically 160 characters per SMS)
- Allow conditional logic (domain filters) to control when SMS are sent
- Automatically determine recipients from related fields or predefined groups
- Maintain detailed logs of automated SMS with context of triggers and recipients
- Delivery status (sent, failed, delivered) must be recorded and visible to users
- Record every SMS sent with recipient, content, timestamp and user
- Users cannot send SMS to numbers listed in the phone blacklist.
- Opt-out requests from recipients automatically add their number to the phone blacklist
- Bulk SMS must use approved SMS templates for consistency and compliance
- Users must have proper access rights to send SMS or manage SMS templates
Screenshot
Automated SMS Template
