Description
Omnichannel for Odoo 20
Every customer message in one place: WhatsApp, Messenger, Instagram, website live chat, email, SMS,
phone calls and your customer portal. Routing rules pick the team and the SLA, and AI agents brief your
people or answer the customer for them.
One inbox, every channel
Each inbound message lands on one conversation per customer, shown on a kanban by stage and in a three-pane inbox with channel filters and boards per team.
Routing rules and SLA
On the first message, rules set the team, AI agent, priority and first-reply SLA (keywords, channel, ad referral, campaign reply, sender domain, intent, sentiment).
AI agents with guardrails
Copilot mode writes an internal briefing and a draft reply; autonomous mode answers the customer. Answers cite your knowledge sources, and every AI reply is audited.
Escalation and take over
SLA at risk and breached conversations are escalated step by step (supervisor, manager, operations). Any agent can take over from the AI and release it again.
Customer 360
Beside each chat: the contact, opportunities, maintenance requests, helpdesk tickets, journeys and marketing consent per channel, with one click to create the next record.
Consent and templates
Opt-in and opt-out per channel with a consent log (STOP by SMS is honoured), approved message templates, the WhatsApp 24-hour window and signed webhooks for every connector.
Conversations
Agents see what needs a reply first; supervisors see the whole floor.
Kanban by stage, with channel, board, priority and SLA
Copilot: an internal briefing with sources, nothing sent
Autonomous: the AI answers the website visitor, with its sources
Customer portal: customers start and follow their conversations at /my/messages
Set it up your way
No code: rules, agents and templates are configured on screen.
Routing rules: first match sets team, AI agent, priority and SLA
AI agents: channels, knowledge, tools and guardrails
Message templates with approval status
Journeys started from conversation events
Campaigns: replies counted back to the campaign
The suite
| Omnichannel (this module) | Inbox, kanban, routing rules, SLA and escalation, AI agents, Customer 360, consent, templates, connectors, reports. WhatsApp, live chat, email, SMS and portal included. |
| Omnichannel – CRM | Opportunities from conversations, with source, campaign and a link back to the chat. |
| Omnichannel – Helpdesk | Tickets from conversations, with the Helpdesk SLA and the reference sent back. |
| Omnichannel – Maintenance | Maintenance requests from conversations and building alarms, with a check-in after the repair. |
| Omnichannel – Marketing | Journeys, campaign attribution, segments and consent. |
| Omnichannel – Messenger and Instagram | Direct messages with click-to-message ad referral. |
| Omnichannel – Phone | Incoming and missed calls of Odoo Phone, with the AI call summary. |
| Omnichannel – TikTok / LinkedIn | TikTok direct messages and LinkedIn Company Page comments in the same inbox. |
Odoo 20 Enterprise. Builds on Odoo’s own Discuss, WhatsApp, Live Chat, SMS and AI apps; add only the bridges you need.
Questions or a demo? Contact APPSGATE at www.appsgate.ae or email info@appsgate.ae.
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