Quick facts
- Price
- $199.00 USD
- magento_2 versions
- —
- Setup time
- 20160 min
- License
- One-time perpetual
- Languages
- 11 languages
One-time Purchase
Live Chat & Helpdesk (Omnichannel)
A build-to-order Magento 2 / Adobe Commerce extension that merges on-site live chat with WhatsApp, Messenger, Instagram and email into a single admin agent inbox with canned replies, routing and full transcripts.
$199.00USD
No payment now. This sends a quote request to our team — we'll follow up by email with pricing and next steps.
Key Features
On-site live chat widget rendered via a Magento layout XML block and frontend RequireJS component, served from your own domain (no third-party chat script dependency for the storefront UI)
WhatsApp Cloud API, Facebook Messenger and Instagram Direct inbound/outbound channels wired through dedicated webhook controllers that verify signatures and normalise payloads into one conversation model
Inbound support email ingested and threaded into the same inbox so chat and email share one history per customer
Unified agent inbox built as a Magento UI component (uiComponent listing + custom view) inside the admin, with real-time updates
Canned responses library with variable placeholders (customer name, order number) managed in admin and inserted with one click
Secure file sharing on both sides, stored through Magento's filesystem abstraction with MIME and size validation
Full chat transcripts and conversation history persisted to custom tables, searchable and attachable to the customer record
Agent routing and departments with round-robin or manual assignment, business-hours awareness and offline fallback to email
Customer and order context panel resolved live via CustomerRepositoryInterface and OrderRepositoryInterface service contracts beside every conversation
Granular admin ACL (Ecosire_Helpdesk::inbox, ::canned, ::departments, ::admin) so agents, leads and managers see only what their role allows
Cron-driven channel polling, transcript archival and SLA/first-response escalation jobs defined in crontab.xml
REST and GraphQL endpoints exposing conversations, messages and transcripts for CRM sync, BI or a custom reporting layer
Configurable system.xml settings (channel credentials, business hours, routing strategy, retention period) under Stores > Configuration
Event observers on sales_order_save_after and customer_login to surface relevant context and proactively greet known customers
About this Product
Most stores answer customers in four different places — an on-site chat box, the WhatsApp app on someone's phone, the Facebook Page inbox, and a shared support mailbox — and nothing is connected to the order it relates to. Live Chat & Helpdesk (Omnichannel) is a Magento 2 module that ECOSIRE builds, installs and supports directly on your store, pulling every one of those conversations into a single admin agent inbox that already knows the customer and their orders.
Why Choose Live Chat & Helpdesk (Omnichannel)
On-site live chat widget rendered via a Magento layout XML block and frontend RequireJS component, served from your own domain (no third-party chat script dependency for the storefront UI)
WhatsApp Cloud API, Facebook Messenger and Instagram Direct inbound/outbound channels wired through dedicated webhook controllers that verify signatures and normalise payloads into one conversation model
Inbound support email ingested and threaded into the same inbox so chat and email share one history per customer
Unified agent inbox built as a Magento UI component (uiComponent listing + custom view) inside the admin, with real-time updates
Canned responses library with variable placeholders (customer name, order number) managed in admin and inserted with one click
Secure file sharing on both sides, stored through Magento's filesystem abstraction with MIME and size validation
This is a build-to-order extension, not an instant Adobe Commerce Marketplace download. We engineer it as a proper module under app/code/Ecosire/Helpdesk, register channels and inbox UI components through di.xml and Magento UI components, and wire inbound webhooks (WhatsApp Cloud API, Messenger/Instagram Graph API) to controllers that normalise messages into one conversation thread. Customer and order context is resolved through service contracts (CustomerRepositoryInterface, OrderRepositoryInterface) so an agent sees who they're talking to and what they bought without leaving the inbox.
Agents get canned responses, secure file sharing, full chat transcripts and history, and department-based routing so wholesale, returns and pre-sales land with the right team. Access is governed by granular admin ACL (Ecosire_Helpdesk::inbox, ::canned, ::admin). Channel polling, transcript archival and SLA escalation run on Magento cron. Transcripts and conversation data are exposed over REST and GraphQL so your reporting or CRM can read them.
It runs on Magento Open Source and Adobe Commerce alike. Because we build it for your install, the routing rules, departments, business hours and channel set match how your team actually works — and we stay on to support and update it as Magento and the messaging platform APIs change.
What you get
- A version-pinned Magento 2 module (Ecosire_Helpdesk) delivered as installable source under app/code or as a Composer package, compatible with your Magento Open Source or Adobe Commerce version and PHP runtime
- Installation and configuration on your environment (or a guided deploy): setup:upgrade, di:compile, static content deploy and cache flush performed and verified
- Connected messaging channels — WhatsApp Cloud API, Messenger/Instagram and support email — wired to your accounts with webhooks registered and verified
- Configured departments, routing rules, business hours and an initial canned-response library matching your team structure
- Admin roles and ACL set up so agents, team leads and managers have correctly scoped access
- Technical handover documentation (architecture, configuration reference, channel/webhook setup, cron jobs) plus a post-launch support and update window
Who this is for
Support-Driven Store Owner
Runs a store where most revenue questions arrive over WhatsApp and Messenger but get answered on phones with no record. Wants every conversation in one inbox tied to the customer's orders so nothing slips and the team can scale.
Customer Support Lead
Manages a small agent team across chat, social DMs and email. Needs department routing, canned replies, transcripts and clear ACL so each agent handles the right queue and managers can audit conversations.
Ecommerce / IT Manager
Owns the Magento install and is wary of bolting on a SaaS chat widget that slows the storefront or leaks data. Prefers a native module under app/code with proper service contracts, ACL, cron and GraphQL/REST access they control.
Installation overview
Download from ECOSIRE
Buy the license on ecosire.com and download the Live Chat & Helpdesk (Omnichannel) module ZIP from your account dashboard.
Upload to Odoo
Extract the ZIP into your Odoo custom addons folder on the server (or upload via Apps > Install from file on Odoo.sh / runbot).
Install the module
Activate Developer Mode, open Apps, click Update Apps List, search for Live Chat & Helpdesk (Omnichannel), and press Install.
Configure settings
Open the new menu, paste your ECOSIRE license key, connect any external credentials (Shopify, Amazon, Stripe, etc.), and save.
Verify & go live
Run the built-in connection test, sync your first 10 records, and schedule the recurring cron. Contact support if anything fails.
How Live Chat & Helpdesk (Omnichannel) Compares
| Criterion | ECOSIRE | Custom Build | Competitor | Odoo Native |
|---|---|---|---|---|
| Native Magento admin inbox unifying on-site chat + WhatsApp + Messenger + email | ||||
| WhatsApp Cloud API & Meta Graph API channels wired to your accounts | ||||
| Customer & order context via service contracts beside every conversation | ||||
| Canned responses, departments & agent routing | ||||
| Granular admin ACL, cron jobs and GraphQL/REST access to transcripts | ||||
| Built, installed and supported on your specific install with updates | ||||
| Instant self-service download / lowest upfront cost | ||||
| Tailored to your exact departments, routing rules and business hours |
Frequently Asked Questions about Live Chat & Helpdesk (Omnichannel)
+Is this an instant download from the Adobe Commerce Marketplace?
No. This is a build-to-order extension. ECOSIRE engineers the Ecosire_Helpdesk module for your specific Magento Open Source or Adobe Commerce version, then installs, configures and supports it on your install. There is no public Marketplace listing or instant download — you get a module tailored to your channels, departments and routing rules.
+How long does delivery take after I order?
A standard build, install and channel wiring typically takes about 2 to 4 weeks depending on how many messaging channels you connect, your routing/department complexity and access to your environment and platform accounts. After a short scoping call we confirm a firm timeline and milestones in writing before work starts.
+What happens with ongoing support and updates after launch?
Every build includes a post-launch support and update window. Because Magento, PHP and the messaging platform APIs (WhatsApp Cloud API, Meta Graph API) all change, we keep the module compatible — addressing security updates, API deprecations and Magento upgrade compatibility. We offer continued maintenance retainers beyond the initial window, and you own the module source.
+Which messaging channels can you actually connect?
On-site live chat, WhatsApp via the official WhatsApp Cloud API, Facebook Messenger and Instagram Direct via the Meta Graph API, and inbound support email. Each channel requires you to hold (or help us provision) the relevant business account and API credentials — for example a WhatsApp Business / Meta app. We register and verify the webhooks during setup.
+Will it slow down my storefront or conflict with my theme?
The storefront widget is a lightweight RequireJS component loaded through Magento layout XML and served from your own domain, so it does not inject a heavy third-party SaaS script. The heavy lifting (inbox, routing, transcripts) lives in the admin and runs on cron and queues. We test it against your theme and run di:compile and static content deploy as part of installation.
+Does it work on both Magento Open Source and Adobe Commerce?
Yes. The module is built on standard Magento 2 framework APIs — service contracts, di.xml, UI components, ACL and cron — so it runs on both Magento Open Source and Adobe Commerce. On Adobe Commerce we can additionally align with its message queue and B2B features where relevant to your setup.
Why Customers Trust ECOSIRE
SOC 2 Aligned
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Secure Stripe Payment
30-Day Money Back
Lifetime Updates
LGPL-3.0 License
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Live Chat & Helpdesk (Omnichannel)
A build-to-order Magento 2 / Adobe Commerce extension that merges on-site live chat with WhatsApp, Messenger, Instagram and email into a single admin agent inbox with canned replies, routing and full transcripts.
- On-site live chat widget rendered via a Magento layout XML block and frontend RequireJS component, served from your own domain (no third-party chat script dependency for the storefront UI)
- WhatsApp Cloud API, Facebook Messenger and Instagram Direct inbound/outbound channels wired through dedicated webhook controllers that verify signatures and normalise payloads into one conversation model
- Inbound support email ingested and threaded into the same inbox so chat and email share one history per customer
- Unified agent inbox built as a Magento UI component (uiComponent listing + custom view) inside the admin, with real-time updates