Duration: 18:31
🧾 Analytical Summary
Odoo 19 elevates Live Chat with smarter triage, a collaborative operator workspace, and richer analytics. A new AI agent can greet visitors and answer from curated sources, while scriptable chatbot flows gain “forward by expertise” and “create lead & forward” to keep customers engaged without waiting.
🤖 Chatbot, AI, and routing
- Forward to operator based on expertise: route chats to agents tagged with the right domain (e.g., Delivery, Accounting).
- Create lead & forward: instantly capture a CRM lead then hand off to an available sales rep.
- Live Chat AI agent: replaces the scripted bot when enabled; uses configured providers (Gemini/ChatGPT), can restrict sources via Knowledge/files; country scoping supported.
- Limit simultaneous conversations per agent to prevent overload.
💬 Agent UX and collaboration
- New information side panel in Discuss: contact link, conversation status (In progress, Waiting for customer, Looking for help), internal notes, tags, chatbot answers, expertise, recent page views, recent conversations, open Helpdesk tickets and CRM leads.
- Looking for help live board: see and pick up conversations needing assistance; auto-join when you start typing.
- Customers can download a PDF of the chat; operators can resend chat copies later.
- Ratings can redirect to external platforms (Trustpilot, Google Maps, etc.).
- Access rights: users can view any conversation; only admins configure channels/bots.
📊 Reporting and management
- New reports: Agents and Sessions, with measures/filters tied to expertise, help status, etc.
- Ongoing Sessions dashboard: sessions by agent, top agents/countries/languages, expertise, chatbot answers; drill-down lists.
- Ask AI to build custom report filters (available across apps).
🧠 Viewpoint: Odoo Perspective
⚠️ Disclaimer: AI-generated creative perspective inspired by Odoo’s vision.
Real-time support must be fast and collaborative. Expertise-based routing, a shared help board, and an AI greeter mean customers get answers immediately while teams coordinate in one place.
By unifying CRM, Helpdesk, and chat history, we reduce context switching and turn service moments into relationship moments.
🏢 Viewpoint: Competitors (Customer Service/Chat)
⚠️ Disclaimer: AI-generated fictional commentary. Not an official corporate statement.
The expertise router and collaborative assist board improve first-contact resolution. Buyers will probe AI guardrails, data sourcing controls, and large-scale routing (SLAs, scheduling windows) compared to specialized CCaaS suites.
Disclaimer: This article contains AI-generated summaries and fictionalized commentaries for illustrative purposes. Viewpoints labeled as "Odoo Perspective" or "Competitors" are simulated and do not represent any real statements or positions. All product names and trademarks belong to their respective owners.