Customer Support

Live Chat Enhancement: Turning Odoo's Native Chat Into a Real Support Engine

Stop losing chats to a single missed agent — every conversation now reaches every available team member instantly, gets clearly accepted before anyone replies, and hands off cleanly when it needs to move to someone else.

100%

Chats Require Explicit Agent Acceptance

Duplicate Agent Responses Possible

Real-Time

Agent-to-Agent Chat Transfers

1-Click

Custom Notification Sound Setup

PROJECT OVERVIEW

Odoo's native live chat assigns each incoming conversation to a single operator behind the scenes, with no confirmation step and no fallback if that operator is busy, away, or simply misses it. For growing support teams, that single gap was quietly costing real conversations. Serynto built Live Chat Enhancement to close it — reworking how chats get assigned, accepted, and handed off, without touching the core Odoo live chat experience visitors already know.

THE CHALLENGE

Odoo's native live chat assigns each incoming conversation to a single operator behind the scenes, with no confirmation step and no fallback if that agent is busy, away, or simply misses the request — leaving visitors waiting on someone who may never respond. Because any logged-in agent could post into an open chat, two team members could unknowingly reply to the same visitor at once, creating a confusing, unprofessional experience. There was also no formal way to hand a conversation off to another agent — a specialist, a manager, a different shift — without losing context or leaving the visitor confused mid-conversation. On top of that, the default notification sound was identical to every other Odoo alert, so busy support teams frequently missed new chat requests buried among unrelated notifications.

OUR SOLUTION

Serynto rebuilt the assignment layer on top of Odoo's live chat so incoming conversations are now broadcast to every available agent at once, with a real-time "Accept" prompt that requires an agent to explicitly claim a chat before it becomes theirs — the moment one agent accepts, the request disappears instantly from everyone else's screen, and agents are blocked from replying to any chat they haven't formally accepted. Visitors are met with an automatic "please wait, we're connecting you" message the moment they start a conversation, so the wait never feels silent, and if every available agent declines, the session closes automatically with a clear internal note instead of sitting open indefinitely. A live transfer workflow now lets agents hand a conversation to a colleague with a proper accept/reject step and full message history intact, while visitors are notified the moment their chat moves to a new agent. Finally, support teams can upload their own custom notification sound per company, so a live chat alert is instantly distinguishable from the rest of Odoo's notifications.

OUR PROCESS

Gap Analysis Identified exactly where Odoo's native live chat assignment logic left visitors and agents unsupported — no fallback, no acceptance step, no clean hand-off.

Broadcast & Acceptance Engine Built a real-time system to notify every available agent of a new chat and let the first to respond formally claim it.

Response Locking Added a safeguard preventing any agent from replying until they've explicitly accepted the conversation.

Transfer Workflow Designed a full accept/reject hand-off flow so chats can move between agents cleanly, with visitors kept informed.

Custom Notifications Added company-level custom sound upload with automatic fallback, so alerts never blend into background noise.

Testing & Rollout Validated the entire flow — broadcast, accept, reject, transfer, and notification — across multiple concurrent agents before release.

TECHNOLOGY STACK

Odoo 19 Python OWL (JavaScript) Odoo Bus (Real-Time Notifications) PostgreSQL

"We used to lose chats simply because the wrong agent was assigned. Now every available agent gets a shot at it, and hand-offs between our team feel seamless instead of chaotic."

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