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Customer Support
Live Chat Enhancement: Turning Odoo's Native Chat Into a Real Support Engine
How Serynto engineered a smarter agent workflow on top of Odoo's live chat — broadcasting chats to every available agent, requiring explicit acceptance, and enabling clean hand-offs mid-conversation.
100%
Chats Require Explicit Agent Acceptance
0
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.
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.""