SagilFeb. 16, 2026
In this blog, we explore the Live Chat for Instant Support feature in Odoo 19, a powerful tool designed to improve customer engagement and service quality. The Live Chat module allows businesses to offer real-time support directly through their website, ensuring visitors get immediate responses to their questions. By minimizing response time, it helps increase customer satisfaction and improves conversion rates by resolving concerns instantly.
Odoo 19 Live Chat is simple to configure and enables support agents to manage conversations efficiently from the backend. This feature plays a key role in building customer trust, creating new sales opportunities, and delivering a smoother, more personalized customer experience.
To get started, you first need to set up a Live Chat channel.
You can activate this feature by enabling the Live Chat option from the Website Settings in Odoo 19.
Once the Live Chat feature is active, website visitors can reach out to support agents instantly for real-time help. A chat widget appears in the website footer, making it easy for users to start a conversation at any time. This quick-access option ensures visitors can communicate with the support team effortlessly, improving engagement and providing immediate assistance whenever it’s needed.
After activating Live Chat, the next step is to set up a Website Live Chat Channel from the Live Chat module. This channel serves as the communication link between your website visitors and the support agents handling their queries in real time.
Support representatives can be assigned through the Operators section by selecting Add. Multiple agents can be linked to a single channel, allowing conversations to be handled simultaneously. This setup ensures faster response times, consistent support availability, and an efficient customer service experience.
The Options section allows you to customize how the live chat interacts with website visitors. The Welcome Message appears when the chat window opens and creates a friendly first impression. The Chat Input Placeholder guides users on what to type in the message box, making it easier to start a conversation. The Notification Text appears as a small prompt on the website, informing visitors that live chat support is available and encouraging them to connect.
The Session Limits settings control how many live chat conversations an agent can handle at a time, helping prevent overload and maintain response quality. You can set Sessions per Operator to either Unlimited, allowing agents to manage multiple chats simultaneously, or Limited, which restricts the number of active sessions for better focus and efficiency. The No Chats During Call option blocks new chat requests while an agent is on a call, reducing distractions. Proper session limit configuration ensures balanced workloads and a smoother customer support experience.
Rules allow you to control when and where the live chat option appears on your website. These rules define how the chat button is displayed and when it should be triggered for visitors. The Button Visibility settings include four options: Show, which displays only the chat button; Show with Notification, which highlights the chat button with a notification count; Open Automatically, which opens the chat window as soon as a visitor lands on the page and Hide, which completely removes the chat option from view.
After completing the channel configuration Go to Website for the live chat feature. Once verified, you can publish the channel to make it live and available on your website for visitors. When visitors click the chat button, a personalized Welcome Message is displayed along with the Chat Input Placeholder, guiding users to start the conversation easily and interact effectively with the support team.
The feedback (rating) request is displayed when the chat is closed using the “X” button. At that moment, users are prompted to rate the conversation and share feedback on the team’s performance. This helps measure customer satisfaction, track service quality, and improve overall communication efficiency.
Operators can use slash (/) shortcuts by pressing the / key to quickly access frequently used commands. This feature speeds up responses, improves efficiency, and makes conversations more user-friendly.
By clicking the dropdown menu in the Odoo Live Chat window, users can access a wide range of conversation management options. These include opening the chat in Discuss, viewing conversation information, adding and managing attachments, pinning important messages, viewing and managing members, inviting additional users, searching messages, renaming the chat thread, creating a lead, and configuring notification and call settings. These features help operators organize conversations efficiently, collaborate with team members, and manage customer interactions more effectively within Odoo.
The popup window can be easily closed by clicking the cross (X) icon located at the top corner. This provides a quick and intuitive way to dismiss the chat, ensuring a smooth and user-friendly experience. With this, we conclude our blog and wrap up the overview of the features discussed above.
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