Live Chat and Chatbot in Odoo Website#
Odoo Live Chat embeds a chat widget on your website that connects visitors directly to support agents - and a configurable chatbot handles common questions automatically outside business hours.
Installing and Enabling Live Chat#
Apps → Live Chat → install.
Website → Configuration → Settings → enable Live Chat.
The chat widget appears automatically on all website pages. Customize the widget:
- Channel Name: Support Chat (displayed in the widget header)
- Chat Button Text: "Need help? Chat now"
- Chat Button Color: match brand colors
Setting Up a Live Chat Channel#
Live Chat → Channels → New:
- Name: Website Support
- Operators: add agents who handle website chats
- Anonymous Name: "Visitor" (what visitors see before they share their name)
- Chatbot: optionally assign a chatbot (see below)
Routing Logic#
Live Chat → Configuration → Settings:
- Assignment: Round-Robin (chats distributed evenly among available agents)
- Chatbot First: chatbot handles the conversation first; escalates to a human if unresolved
Configuring the Chatbot#
Live Chat → Configuration → Chatbots → New:
Steps (conversation flow):
- Welcome message: "Hi! I'm the ERPeek virtual assistant. How can I help today?"
- Operator not available → routing step: "Our agents are offline. Leave your email and we'll reply shortly."
- Free Input Step: capture email address
- Email Step: send summary to the support mailbox
- Closing: "Thanks! We'll be in touch within 1 business day."
For FAQ-style responses:
- Step: "What can I help you with?" → buttons: "Pricing", "Technical Issue", "Partnership"
- Each button routes to a different chatbot branch or escalates to the right team
Operating Hours#
Live Chat → Channels → [Channel] → Configuration:
- Operating Hours: Mon–Fri 9:00–18:00 EST
- Outside hours: chatbot activates automatically
- During hours: agents are notified when a visitor starts a chat
Agent Interface#
Agents handle chats in:
- Live Chat → Sessions: all active and past sessions
- Or directly from the Discuss module (real-time notification)
Agents see visitor history, pages viewed, and location.
Metrics and Reporting#
Live Chat → Reporting → Sessions:
- Response time (time from visitor message to first agent reply)
- Session duration
- Customer satisfaction rating (optional: ask for rating at chat close)
- Operator performance (sessions handled, average rating)