Enterprise Support

Connect Community Edition users receive support by asking questions on our public User Support Portal. Our support team responds to these questions when they have free time between handling commercial support requests.

Enterprise Edition users receive priority support and can send requests directly to our helpdesk via email, live chat, or phone, according to their SLA.

By purchasing the Connect EE module, you not only gain peace of mind and confidence while using our software, but you also support us in developing more amazing features that benefit everyone.

Odoo Fallback Service

Odoo Fallback Service ensures uninterrupted call handling even if your Odoo server is temporarily unavailable.

Normally, Twilio routes calls using webhooks provided by Odoo. These webhooks return Twilio instructions such as call routing, IVR prompts, and other logic. If Odoo is down (due to a restart, upgrade, or crash), Twilio can't reach these webhooks and will instead play a generic error message to the caller.

With the Odoo Fallback Service enabled, this situation is avoided. We provide a fault-tolerant cloud service that caches the last known good response from your Odoo instance. If Odoo becomes unreachable, Twilio will automatically fetch the instructions from our fallback service, ensuring the call is still processed smoothly without interruption.

Transcription Rules

This defines which calls should be sent for transcription and call summary based on Calling Number and Called Number patterns.

The above example configuration ensures that:

• All calls to a sales dep number 14254349265 are transcribed.
• All outgoing calls made by extensions 1001, 1002, and 1003 to any number are also transcribed.

Mobile phone fallback

To receive incoming calls, a user must either have Odoo open in their browser (to use the WebRTC phone) or have an external SIP phone registered and connected to Twilio.

If the user’s browser is closed, the Odoo Phone is unavailable. If they don't have an external SIP phone, or it's offline, the user will not receive the call.

With the Mobile Phone Fallback feature, the user can enter their GSM mobile number. When they are not online (neither browser nor SIP phone is available), incoming calls will be automatically forwarded to their mobile phone.

SIP phone auto answer

SIP Auto-Answer is a phone feature that allows a call to be answered automatically, without any user interaction such as pressing the "Accept Call" button.

This feature is used during click-to-dial operations with external SIP phones (not the Odoo WebRTC Phone).

Without auto-answer, when the user clicks the dial button, their SIP phone rings, and they must manually press the "Accept Call" button — meaning a single call requires two clicks. With Auto-Answer enabled, it takes just one click to place a call (when using SIP phones). The Web Phone always provides a one-click calling experience.

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Voicemail and Whatsapp voice messages transcription

When someone leaves a voicemail or sends a WhatsApp voice message, the system processes the audio and generates a text transcript. This allows users to quickly read the content without having to listen to the message — saving time and making it easier to search, archive, and follow up.

This feature is especially useful in noisy environments, for accessibility, and for keeping a written record of communications.