AI Powered Helpdesk

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.