WhatsApp Management in Odoo 18

The WhatsApp Integration in Odoo enables seamless, real-time communication with customers directly from within the Odoo platform. It allows businesses to send and receive WhatsApp messages tied to core business workflows like Sales, CRM, Invoicing and Customer Support. By integrating WhatsApp into Odoo’s communication ecosystem, users can automate messages, personalize customer interactions and centralize all conversations for better traceability and engagement. This module leverages WhatsApp Business API and is designed to streamline outreach, boost response rates and improve customer experience, all without switching between multiple apps or platforms.

Work Flow

Key Features

Send and receive WhatsApp messages directly within Odoo using official WhatsApp Business API
Use dynamic message templates for personalized communication such as quotes, orders and reminders
Share documents like invoices, order confirmations and tickets via WhatsApp from business records
Automatically link incoming WhatsApp messages to leads, contacts or helpdesk tickets in Odoo
Store all WhatsApp conversations alongside relevant sales, CRM or support documents for easy reference
Assign different WhatsApp phone numbers to departments, brands or teams within the same Odoo instance
Send bulk WhatsApp messages to customer segments for campaigns, promotions or announcements
Include interactive message elements like quick reply buttons and call-to-action links
Track delivery and read status of each message to monitor customer engagement
Tag internal team members in WhatsApp threads to collaborate or escalate issues efficiently
Send images, PDFs, videos and other multimedia files directly in WhatsApp chats
Automate WhatsApp messages based on specific triggers like new orders, overdue invoices or event registrations
Create multilingual templates to support communication with global customers in their native language
Access full WhatsApp functionality via Odoo’s mobile app for real-time communication on the go
Set access rights to control which users or roles can manage or send WhatsApp messages
Insert dynamic fields (e.g., customer name, product name, order number) into templates for personalization
Eliminate the need for external chat tools by managing WhatsApp entirely within the Odoo environment

Whats App configuration

Whats App Business Account

Whats App Management

Whats App Messages
Whats App Templates

Whats App Configuration

Whats App Business Account

Overview

The WhatsApp Business Account configuration in Odoo Enterprise connects the system to Meta’s WhatsApp Business API, enabling secure and automated messaging between businesses and their customers. This setup allows Odoo to send and receive WhatsApp messages by integrating key credentials such as the App ID, Access Token and Phone Number ID. Businesses can also sync approved message templates, configure default notification recipients, and enable webhook endpoints to receive real-time message events. Once configured, Odoo users can fully manage WhatsApp communications from within the platform, tied directly to sales, CRM, helpdesk and other modules.

Process Flow

Business Rules

A valid WhatsApp Business Account Name must be defined to identify the connection within Odoo
An App ID and App Secret must be obtained from the Meta for Developers dashboard after creating a WhatsApp App
The Phone Number ID must correspond to a registered phone number under the configured WhatsApp Business Account
The WhatsApp Business Account ID (WABA ID) uniquely identifies the account and must match the Meta Business Manager account
An Access Token (preferably a long-lived token) is required to authorize Odoo to send/receive messages on behalf of the business
Sending messages requires valid and approved message templates, which must be synced from Meta before use in Odoo
The “Test Credential” option allows verification of the connection before going live, used to validate API responses and setup
To receive messages, a Callback URL (provided by Odoo) must be registered in the Meta app settings to enable webhook communication
A Webhook Verify Token (set by the user) is used by Meta to verify the webhook connection with Odoo during setup
All incoming messages and delivery events are routed through the configured webhook and linked to the correct business records in Odoo
Notifications can be routed to designated Default Users, who will be alerted upon receiving customer messages
Only users from Allowed Companies (as defined in the configuration) can access or manage WhatsApp messaging
Template syncing and message delivery depend on maintaining valid API credentials; token expiration must be monitored
Message flow must comply with WhatsApp’s conversation windows (24-hour rule) and approved template usage
Odoo does not store the App Secret or Access Token in plain text; these are securely managed for system integrity

Screenshot

Whats App Business Account List View

Whats App Business Account Configuration View

Whats App Management

Whats App Templates

Overview

Odoo Whats App Templates are pre-approved, standardized message formats integrated with Whats App Business API, designed to send personalized, automated messages linked to Odoo business documents like sales orders, event registrations, payments and invoices. These templates use variables to dynamically populate message content, support rich media and interactive buttons, and include compliance footers, ensuring consistent, compliant communication directly within the Odoo platform.

Process Flow

Business Rules

Templates must be pre-approved by Whats App before sending; unapproved templates cannot be used
Templates are linked to specific business document types (Sales Order, Event Registration, Invoice, etc.) and use a defined phone field to target recipients accurately
Templates support multiple header types: text, documents (PDF reports or tickets) and images for rich media messaging
Each template must include a mandatory footer message (e.g., “Write ‘stop’ to stop receiving messages”) for opt-out compliance
Templates contain dynamic variables/placeholders (e.g., {{1}}, {{2}}) replaced with real-time data when sending messages
Templates can include interactive buttons for enhanced customer engagement
Multiple language versions of the same template can be created; each version requires separate Whats App approval and Odoo synchronization
Only authorized users can create, edit, submit for approval, synchronize or send Whats App templates within Odoo
Templates must be synchronized in Odoo after creation or update to ensure the latest approved versions are used in messaging
Template messages must comply with Whats App’s business messaging policies, avoiding spam, unsolicited promotions, and non-compliant content
Templates enable automation of notifications like order confirmations, event reminders, payment receipts, shipment notifications, and marketing messages
Messages sent using templates must use valid API credentials (App ID, Phone Number ID, Access Token) configured in Odoo’s Whats App Business Account setup
Template sending failures can occur due to invalid variables, expired or invalid access tokens, or incorrect API configuration
Templates and messages are subject to Whats App pricing and quota limits, requiring monitoring to avoid throttling
Template message logs in Odoo are immutable and preserve communication history for compliance and auditing
Templates must be accessible to authorized users only, enforcing access controls and permissions in Odoo
For interactive templates, buttons and variables must be correctly configured to avoid errors or rejections
Template usage is linked to specific phone fields in Odoo records (e.g., CustomerPhone, Phone) to route messages correctly
Templates must provide clear instructions and branding to ensure professional customer communication

Screenshot

Whats App Templates List View

Whats App Templates Form View

Whats App Template Website Link

Whats App Template Variables Data

Whats App Template Preview

Whats App Messages

Overview

The WhatsApp Messages feature in Odoo Enterprise allows businesses to send, receive and track WhatsApp communications directly within Odoo. Messages are linked to business records (such as Sales, CRM, and Helpdesk), logged with status updates (Success, Fail, Retry) and managed through official WhatsApp Business API integration. This ensures real-time, traceable and automated customer communication without leaving the Odoo platform.

Process Flow

Business Rules

Each Whats App message is recorded in the system with a timestamp, sender, recipient number and status
Only messages sent through configured Whats App Business Accounts (with valid API credentials) are processed
Pre-approved templates must be used for messages initiated outside the 24-hour customer service window
Free-form messages can only be sent within 24 hours of a customer’s last reply
Statuses:
- Success – Message accepted by Whats App API and (optionally) delivered
- Fail – Message rejected or not delivered (e.g., invalid number, expired token)
- Retry – Temporary failure; Odoo will automatically attempt to resend
Retry attempts are limited (usually up to 3), after which the message is marked as failed
The webhook (Callback URL) must be correctly configured to receive inbound messages and delivery events
All incoming messages are automatically linked to contacts or leads based on the sender’s phone number
Notifications from incoming messages can be sent to default users configured in the Whats App integration
Attachments (images, PDFs, etc.) must meet Meta’s format and size restrictions to be sent via Whats App
Message logging is immutable, once logged, a message record cannot be altered, preserving communication history
Access control applies,only authorized users can send, view or manage Whats App messages
Whats App conversation quotas and message limits must be monitored to avoid throttling
Message sending will fail if the access token has expired, is missing or is incorrectly configured
Template synchronization is required before using new templates in outgoing messages
Message sending is subject to Meta’s pricing model, business-initiated messages may incur per-message charges