Sales and support teams that run Odoo usually juggle customer conversations across three or four disconnected apps — WhatsApp on someone's phone, Instagram DMs in a browser tab, Messenger on a laptop — while the CRM, sales orders, and helpdesk tickets that those conversations are actually about live in Odoo. Messages get lost, two agents reply to the same customer, and there is no record of what was said tied to the res.partner or the crm.lead. Odoo's native Discuss and the mail.thread chatter are excellent for internal collaboration and email, but out of the box Odoo does not ingest WhatsApp Cloud API, Instagram, or Messenger conversations, does not route them to the right agent, and offers no AI drafting layer. This is exactly where a native Odoo build stops making sense as a bag of browser tabs and starts making sense as a module.

The Omnichannel Messaging Hub is a made-to-order Odoo module ECOSIRE builds for your database. At its core is a new omni.conversation model (extending mail.thread and mail.activity.mixin) that represents one customer thread regardless of channel, with omni.message lines carrying direction, external message id, delivery/read status, and media attachments stored as ir.attachment. Inbound messages arrive through webhook controllers (http.Controller with auth='public' and signature verification) registered against the WhatsApp Cloud API, Instagram Messaging, and Messenger Platform; outbound sends go back through the same graph endpoints via a queued ir.cron/queue-job worker so rate limits and retries are handled gracefully. Each conversation is auto-linked to a matching res.partner (created on first contact if unknown) and can be tied to a crm.lead, sale.order, or helpdesk.ticket so the full history is visible in the standard chatter. An OWL-based unified inbox view gives agents a single screen with channel badges, unread counts, and canned responses.

Team assignment is driven by Odoo's own primitives rather than a bolt-on: mail.channel/discuss.channel membership, res.groups for supervisor versus agent access, and configurable automated actions (base.automation) that assign a conversation to a team or user based on channel, keyword, business hours, or round-robin load. The AI-assisted reply layer calls a configurable model provider to draft a suggested response from the conversation context and your knowledge base; the draft is always surfaced to the agent for review and one-click edit before anything is sent — nothing goes to the customer autonomously. Security is enforced through ir.model.access.csv plus record rules so agents only see their team's conversations, and every send is written to the chatter for a complete audit trail. The module targets Odoo 17.0, 18.0, and 19.0; it runs on Community (Discuss-based inbox) with deeper helpdesk and multi-company routing available where you run Enterprise. All external channel connections use the graph APIs directly and integrate cleanly alongside Odoo's XML-RPC/JSON-RPC endpoints for any downstream automation you already run.

Because this is build-to-order, delivery works as a short engagement rather than a checkout: we start with a scoping call to confirm which channels you use, your team structure, the CRM/helpdesk objects you want conversations linked to, and your Odoo version and edition, then we deliver on a typical timeline of 2 to 4 weeks from confirmed scope. You receive the installable source, a staging UAT, documentation, training, and a post-go-live support window. Pricing starts from $249 (indicative, single-company base scope); adding more messaging channels, multi-company routing, advanced AI knowledge-base grounding, or migration of historical conversation data increases the quoted scope. You get a fixed quote after the scoping call — the from-price is a starting point, not the final number.