AI Powered Helpdesk

Key Features

Unified conversation model that threads WhatsApp, email, web-form, and live-chat messages onto a single `helpdesk.ticket` via `_inherit` on `mail.thread`

WhatsApp Business Cloud API connector with inbound webhooks, outbound session and pre-approved template messages, and delivery/read status writeback

Inbound media (images, PDFs, voice notes) captured as `ir.attachment` records linked to the originating ticket

Server-side AI triage on ticket create that sets category, priority, and suggested team/assignee via automated action or `@api.model` create override

AI-drafted reply suggestions grounded in your own data (Knowledge articles, resolved tickets, product/order records) with human-in-the-loop send

Retrieval scoped through the ORM so AI answers stay factual and never leak cross-tenant data

SLA deadline and first-response timers as `@api.depends` computed fields, with escalation via scheduled actions (`ir.cron`)

LLM provider key stored in `ir.config_parameter`, called over outbound HTTPS only, never exposed to the browser

Access enforced with `ir.model.access.csv` plus record rules so agents see only their team and portal users only their own tickets

Auditable AI-action log recording every classification, draft, and send as a queryable Odoo model

OWL/XML unified agent inbox with per-channel indicators, canned responses, and quick-reply templates

QWeb reports for SLA compliance, first-response time, resolution time, and CSAT

XML-RPC/JSON-RPC endpoints so external systems can create tickets or read status programmatically

Multi-channel autoresponder and business-hours logic with configurable per-team routing rules

Built and regression-tested across Odoo 17.0, 18.0, and 19.0 on Community or Enterprise

Built to order, done for you

No DIY setup — a working app, built, installed and supported by ECOSIRE.

You order

Start with a one-time build price. We scope it with you at kickoff.

We build & install

ECOSIRE builds, configures and installs it on your Odoo.

Go live + support

You go live in about 2–4 weeks, with a post-launch support window.

About this Product

Support teams running Odoo usually start with the native Helpdesk (Enterprise) or a Project-based ticket workaround (Community), and quickly hit the same wall: customers reach you on WhatsApp, email, web forms, and social DMs, but tickets only truly live in one or two of those channels. Agents copy-paste between a phone and Odoo, SLAs are tracked from memory, and the same "where's my order" question gets typed out fifty times a day. Odoo core gives you a ticket model, stages, and basic email aliasing, but it has no first-class WhatsApp inbox, no AI to triage or draft replies, and no unified timeline that stitches every channel onto one helpdesk.ticket. That gap is exactly where response time and CSAT leak away.

ECOSIRE builds a made-to-order AI Powered Helpdesk that extends Odoo's helpdesk backbone rather than replacing it. On the data side we model channels, conversations, and AI actions as proper Odoo models (models.Model with typed fields, @api.depends computes for SLA deadlines and first-response timers, and _inherit on helpdesk.ticket and mail.thread so every message threads into one chatter). A dedicated connector wires the WhatsApp Business Cloud API through Odoo: inbound webhooks create or append to tickets, outbound replies and pre-approved template messages go back out with delivery and read status, and media (images, PDFs, voice notes) lands as ir.attachment records on the ticket. Email aliases, portal web forms, and live-chat all normalize into the same conversation model, so an agent sees one continuous history regardless of where the customer wrote from.

The AI layer runs server-side as an Odoo service that calls your chosen LLM provider over an outbound HTTPS API, with the key stored in ir.config_parameter and never exposed to the browser. On ticket creation an automated action (or a @api.model create override) classifies intent, sets category, priority, and suggested team/assignee, and drafts a grounded reply the agent can edit and send in one click. Retrieval is scoped to your own data (Knowledge articles, prior resolved tickets, product and order records reachable via the ORM), so answers stay factual instead of hallucinated. Everything respects Odoo security: access is governed by ir.model.access.csv and record rules so agents only see their team's tickets, portal users only see their own, and AI actions are logged as auditable records. OWL/XML views deliver a unified agent inbox, and QWeb reports produce SLA-compliance and CSAT summaries. It is built and tested against Odoo 17.0, 18.0, and 19.0, and works on Community (with the ticketing scaffold we add) or alongside Enterprise Helpdesk.

Because this is build-to-order, delivery begins with a scoping call to confirm channels, AI behavior, routing rules, and data sources; we then build on a staging copy of your database, run UAT with your team, and cut over with a rollback plan. Typical delivery is 2-4 weeks from confirmed scope, depending on integration complexity and how many WhatsApp numbers and teams are in play. You receive the installable source for your Odoo version plus a git repo handover, so nothing is locked to us. Pricing starts from $499 (indicative, single-company base scope); additional WhatsApp numbers, multi-company routing, deeper AI retrieval sources, and historical ticket-data migration increase the quoted scope.

What you get

Installable source code for your exact Odoo version (17.0, 18.0, or 19.0), Community or Enterprise

Installation and configuration on your staging instance, including WhatsApp connector and AI provider setup

Technical documentation: models, security rules, config parameters, and integration/webhook reference

End-user guide plus a live agent + admin training session

Post-go-live support window for defect fixes and configuration adjustments

UAT on a staging copy of your database with a documented rollback plan before production cutover

Private git repository handover with full commit history so you are never locked to us

Sample QWeb SLA/CSAT reports and seeded automated-action / cron configuration

Who this is for

E-commerce operations lead

Handles high volumes of repetitive order-status and returns questions across WhatsApp and email. Wants AI deflection and suggested replies to cut agent load while keeping answers grounded in real order data.

Odoo administrator / IT owner

Owns the instance and its data governance. Needs the build to extend native helpdesk cleanly, respect `ir.model.access.csv` and record rules, keep AI keys server-side, and stay upgrade-safe across 17/18/19.

B2B services / account team

Manages named-client support under strict SLAs. Needs per-client portal visibility, priority routing, and QWeb SLA/CSAT reports to share in account reviews.

Customer support manager

Runs the day-to-day queue and coaches agents. Wants a single inbox across channels, escalation timers, and first-response/resolution dashboards to manage team performance.

How AI Powered Helpdesk Compares

Criterion	ECOSIRE	Custom Build	Competitor
Multi-channel unification	WhatsApp, email, web, and live-chat threaded onto one ticket	Whatever you build; each channel is separate effort	Usually one or two channels, rarely a true unified thread
WhatsApp integration	Business Cloud API connector with templates and read status	Must build and maintain the API layer yourself	Often a bolt-on with limited template/status handling
AI triage and reply drafting	Grounded, server-side, human-in-the-loop, audit-logged	Possible but significant AI and prompt engineering work	Generic or absent; rarely grounded in your data
Fit to your workflow	Built to your routing, SLA, and data rules	Fully bespoke but you own all the work	Fixed feature set; you adapt to it
Security model	Access rules, record rules, key kept server-side	Depends entirely on your implementation	Varies; AI keys may be handled loosely
Odoo version support	Built and tested on 17.0, 18.0, 19.0	You maintain compatibility each upgrade	Depends on the vendor's update cadence
Ownership and lock-in	Full source plus git repo handover	You own it, but you also built it	Licensed binary; limited source access
Total cost and time	From $499 indicative, 2-4 weeks, installed and supported	Highest cost and longest timeline	Low list price, but integration and gaps cost more

Frequently Asked Questions about AI Powered Helpdesk

How long does delivery take?

This is a build-to-order product, so work starts after a scoping call. Typical delivery is 2-4 weeks from confirmed scope, depending on how many WhatsApp numbers, teams, and AI retrieval sources are involved and whether historical ticket data is migrated.

Is this an existing app I can download and install today?

No. It is not an off-the-shelf apps.odoo.com download. ECOSIRE builds it to your requirements, then installs and configures it on your Odoo instance and hands over the source and git repository.

How does pricing and scoping work?

Pricing starts from $499 (indicative, single-company base scope). We hold a short scoping call, then send a fixed written quote. Additional WhatsApp numbers, multi-company routing, deeper AI retrieval, and data migration increase the quoted scope. The final quote is fixed once scope is agreed.

What about support and updates?

Every build includes a post-go-live support window for defect fixes and configuration tuning. Because you receive the source and git repo, your team or ours can extend it later. We also offer ongoing support and version-upgrade retainers as a separate engagement.

Does it work on Odoo Community or only Enterprise?

Both. On Enterprise it extends the native Helpdesk app; on Community we add the ticketing scaffold and build the same channel, AI, and reporting layers on top. It is built and tested against Odoo 17.0, 18.0, and 19.0.

Is our data safe with the AI features?

Yes. The LLM key is stored server-side in `ir.config_parameter` and never reaches the browser. AI retrieval is scoped to your own records through the ORM and enforced by `ir.model.access.csv` and record rules, and every AI action is logged as an auditable record.

Can it connect to our other systems?

Yes. It exposes standard Odoo XML-RPC/JSON-RPC endpoints so external systems can create tickets or read status, and the WhatsApp connector, email, and web forms all feed the same ticket model. Custom integrations can be added within the scoped quote.