A visitor with a small question rarely picks up the phone and is unlikely to send an email either — they simply click away to a competitor. A chat window lowers that barrier enormously: a quick question about whether an item is in stock, then on with the order. With Odoo's Live Chat app you can have that on your website in half an hour, neatly integrated with CRM and Helpdesk.
Enabling Live Chat and creating a channel
- Install the Live Chat app via the Apps menu.
- Open the Live Chat app and create a channel, for example 'Support NL'.
- Add operators: the colleagues who are allowed to answer chats. They receive incoming conversations in their Odoo inbox (Discuss), including on mobile.
- Link the channel to your website via Website → Configuration → Settings → Live Chat. The chat window appears immediately in the bottom right of the site.
Channel rules: show the chat where it pays off
You don't have to show the chat everywhere. On the Channel Rules tab you decide per URL what happens: open automatically, show only the button, or hide. A proven setup: have the chat open automatically after 30 seconds on the pricing and basket pages with a greeting such as "Questions about pricing? Just ask", and keep it to button-only on blog pages. That way you help hesitant visitors at exactly the moment they hesitate.
From chat to lead or ticket
The real advantage of Odoo Live Chat lies in the follow-up. If an operator types the command /lead during the conversation, a lead with the chat transcript appears straight away in the CRM pipeline; /ticket creates a Helpdesk ticket. Also set up canned responses (shortcuts you call up with a colon) for frequently asked questions about shipping costs or returns — that saves typing and keeps the tone consistent. Afterwards the visitor can rate the conversation, so you can track quality.
Finally: be honest about your opening hours
Practical tip: make sure the chat doesn't look like a staffed chat outside office hours. If no operators are online, let visitors leave a message that comes in as a lead or ticket — nothing is as irritating as a chat window where nobody ever answers. Want to link Live Chat to your existing support flow or to a chatbot? Contact DAADit Group, and we will gladly set it up with you.
A visitor with a small question rarely picks up the phone and will not write an email either — they simply click away to a competitor. A chat window dramatically lowers that threshold: quickly ask whether an item is in stock, then carry on ordering. With Odoo's Livechat app you can have this on your website within half an hour, neatly integrated with CRM and Helpdesk.
Enable Livechat and create a channel
- Install the Live Chat app from the Apps menu.
- Open the app and create a channel, for example 'Support EN'.
- Add operators: the colleagues allowed to answer chats. They receive incoming conversations in their Odoo inbox (Discuss), including on mobile.
- Link the channel to your website via Website → Configuration → Settings → Live Chat. The chat window immediately appears in the bottom-right corner of the site.
Channel rules: show the chat where it pays off
You do not have to show the chat everywhere. On the Channel Rules tab you decide per URL what happens: open automatically, show the button only, or hide. A proven setup: have the chat open automatically after 30 seconds on the pricing and cart pages with a greeting like "Questions about pricing? Just ask", and keep it button-only on blog pages. That way you help hesitant visitors at exactly the moment they hesitate.
From chat to lead or ticket
The real advantage of Odoo Livechat is the follow-up. If an operator types the command /lead during a conversation, a lead with the chat transcript lands straight in the CRM pipeline; /ticket creates a Helpdesk ticket. Also set up canned responses (shortcuts triggered with a colon) for frequent questions about shipping costs or returns — it saves typing and keeps your tone consistent. Afterwards the visitor can rate the conversation, so you can track quality over time.
Finally: be honest about your opening hours
Practical tip: make sure the chat does not look staffed outside office hours. When no operators are online, let visitors leave a message that arrives as a lead or ticket — nothing annoys people more than a chat window nobody ever answers. Want to connect Livechat to your existing support flow or to a chatbot? Contact DAADit Group and we will gladly set it up with you.