Odoo 18 Live Chat puts a chat bubble on your website, routes each conversation to an available operator and stores the transcript in the same database as the visitor's lead or ticket. It is free: the Live Chat module ships with Odoo 18 Community, and it includes a scripted chatbot for the hours when nobody is at the desk.
Today's customers expect instant answers. Studies show that live chat has the highest customer satisfaction rating compared to other communication channels.
Live chat can help you:
- Convert website visitors into leads and customers
- Answer product or service questions instantly
- Provide superior post-sale support
- Build trust and credibility online
Odoo 18 Live Chat makes this simple — fully integrated with your website, CRM, and support systems.
Setting Up Live Chat on Your Website
Adding live chat to your Odoo website takes just a few clicks:
- Create one or more live chat channels (by product, department, or region)
- Customize the welcome message and chat widget design
- Decide when the chat box appears (immediately, after a delay, or after scrolling)
- Assign operators (agents) to handle conversations
No coding required — just activate and go live!
Managing Conversations with Visitors
When a visitor initiates a chat, agents are notified instantly. In Odoo, you can:
- Chat with multiple visitors at once
- Use canned responses for common questions
- Transfer chats between agents if needed
- Rate conversations for quality control
Visitors can also leave their email address if agents are offline — helping you follow up later.
Capturing Leads Through Chat
Every conversation is a potential lead. With Odoo, you can:
- Automatically create CRM leads from chat interactions
- Tag chats by interest or urgency
- Assign follow-up tasks to your sales team
- Qualify prospects right inside the chat window
Live chat isn't just about support — it's a powerful lead generation tool!
Integration with CRM, Helpdesk, and Sales
Odoo 18 Live Chat seamlessly integrates across your business apps:
- Send chat transcripts to CRM records
- Create support tickets automatically from chats
- Convert hot leads directly into opportunities
- Route chats to the right department or sales agent
No more copying and pasting — everything flows naturally inside your Odoo system.
Mobile and Multichannel Support
Odoo Live Chat works wherever your customers are:
- Web chat on desktop and mobile browsers
- Mobile apps for your agents (Android/iOS)
- Integration with external messaging platforms like WhatsApp and Facebook Messenger (with add-ons)
Your support team can assist customers from anywhere, improving response time and satisfaction.
Best Practices for Using Odoo Live Chat
- Respond within 30 seconds to new chats whenever possible
- Use proactive chat triggers for high-value pages (pricing, product pages)
- Personalize greetings ("Hi there! Can I help you find something?")
- Offer chat handoff to specialized departments if needed
- Analyze chat reports to continuously improve service quality
Conclusion
With Odoo 18 Live Chat, you can turn casual website visitors into loyal customers — delivering fast answers, personal attention, and excellent service in real time.
Want to set up a high-converting live chat on your website? Our Odoo experts are ready to help!
Questions we get asked
Is Odoo 18 Live Chat free?
Yes. The im_livechat module is LGPL-3 and part of Odoo 18 Community, so the widget, operators, channels, rules, chatbots and ratings cost nothing beyond hosting. What is Enterprise is some of what you may want to connect it to: turning a chat into a support ticket needs Helpdesk, and WhatsApp conversations need the Enterprise WhatsApp module.
How do I control where and when the chat widget appears?
A Live Chat channel carries rules. Each rule matches a URL pattern and, optionally, a visitor's country, and decides the behaviour: show the bubble, open the chat automatically after a delay, or hide it entirely. That is how you put a proactive greeting on the pricing page and leave the blog alone, without touching any page's code.
What happens when no operator is online in Odoo 18?
The channel falls back to whatever you configured. A chatbot script can answer common questions and collect an email address, or the widget shows the offline message you wrote and invites the visitor to leave one. Either way the conversation is stored in Odoo, so an operator can pick it up and follow up rather than losing the visitor.
Can a live chat create a CRM lead in Odoo 18?
Yes, when CRM is installed. A chatbot script step can create a lead from what the visitor has typed, and an operator can create one from the conversation as well. The transcript is attached to the lead, so the salesperson who picks it up sees the whole exchange instead of a one-line summary someone had to retype.
Does Odoo 18 Live Chat collect ratings?
Yes. At the end of a conversation the visitor is offered a three-smiley rating with a comment box, and the score is stored against the channel and the operator who handled it. Live Chat reporting then shows satisfaction, the number of sessions and their duration per operator, so you can see who is overloaded rather than guessing.