Odoo 18 | WhatsApp + Viber | Unified Chat Inbox | Real-time Messaging | OWL Frontend

Universal Chat

The complete multi-channel messaging inbox for Odoo 18. WhatsApp Business API + Viber Bot, unified in one real-time OWL interface — with templates, partner linking, agent assignment, and full conversation history.

FEATURE 01

WhatsApp Business API Integration INBOUND + OUTBOUND

Full two-way WhatsApp messaging via Meta Cloud API v19.0. Receive messages via webhook and send replies directly from Odoo. Media, documents, audio, video all supported.

• Inbound messages auto-create conversations with deduplication by external_message_id
• Outbound text, image, video, audio, document with auto media upload to Meta
• Delivery status tracking: pending → sent → delivered → read → failed
• Supports emoji reactions (reaction message type)
• Number normalised to digits-only for reliable partner matching

FEATURE 02

Viber Bot API Integration INBOUND + OUTBOUND

Complete Viber Bot integration with one-click webhook registration. Supports all message types including text, pictures, video, files, and stickers. 200+ Viber proprietary emoji shortcodes mapped to Unicode.

• One-click "Register Webhook" button — no manual API calls needed
• Handles: message, conversation_started, delivered, seen, subscribed, unsubscribed
• 200+ Viber emoji shortcodes like (smiley), (heart), (like) auto-converted to Unicode
• Viber ID stored on res.partner for proactive outbound messaging
• No 24h window restriction — reply to Viber customers anytime

FEATURE 03

Real-time OWL Chat Inbox LIVE UI

A full-featured chat inbox built with Odoo's OWL framework. Messages appear instantly without page refresh via Odoo's built-in long-polling bus. No external WebSocket server required.

• 9 OWL components: Sidebar, Chatbox, MessageBubble, EmojiPicker, ConversationItem, Systray, and more
• Sidebar sorted: pinned first → unread → most recent message date
• WhatsApp-style message bubbles with delivery tick indicators (✓ ✓✓ blue)
• Inline image preview, download links for documents/audio/video
• Typing indicators broadcast to all agents viewing the same conversation
• Systray badge shows total unread count from any Odoo screen

FEATURE 04

WhatsApp 24h Window Detection COMPLIANCE

Automatic detection of the WhatsApp 24-hour messaging window. A warning banner and template picker appear automatically when the window closes — preventing send failures.

• Tracks last_incoming_message_date and last_outbound_template_date
• 5-minute grace period prevents false positives from clock skew
• Sending a template extends the window by 24 hours
• Template picker opens automatically when window expires

FEATURE 05

WhatsApp Template Manager FULL LIFECYCLE

Create, preview, submit, and sync WhatsApp message templates — all without leaving Odoo. Live WhatsApp-style bubble preview updates as you type.

• Template components: Header (text/image/video/document/location), Body, Footer, Buttons
• Buttons: Quick Reply, Visit Website (URL with dynamic {{1}}), Call Number
• Variable auto-detection — {{n}} placeholders detected automatically as you type
• Submit to Meta directly from Odoo with media upload via resumable upload session API
• Sync from Meta — one-click import all approved templates from Meta Business Manager
• Status lifecycle: Draft → Pending → Approved → Rejected with status bar

FEATURE 06

Conversation Lifecycle Management WORKFLOW

Full Open / Close / Reopen conversation lifecycle with uniqueness enforcement — only one open conversation per customer per platform, preventing duplicate handling.

• One open conversation per (partner OR external_number) per provider — enforced at ORM level
• Close / Reopen with bus broadcast to update all agents' UI instantly
• Customer messaging on a closed conversation auto-reopens it
• Pin conversations — pinned always sort to top of sidebar
• Kanban and list views for managers with filters and search

FEATURE 07

Agent Assignment & Team Inbox TEAM

Shared inbox model — all agents see all conversations. Assign conversations to individuals, track first-readers, and see the full handling team per conversation.

• Assigned To: primary responsible agent
• Handling Agents (Many2many): all agents who participated — auto-added on send
• First Read By: first agent to open a new inbound message batch — accountability tracking
• Typing indicators prevent two agents composing simultaneous replies
• "Assign to Me" one-click button in chatbox header

FEATURE 08

Automatic Partner Linking CRM INTEGRATION

Inbound messages are automatically matched to existing Odoo contacts by phone number (WhatsApp) or Viber ID. Unknown contacts get a Link Customer wizard for manual or create-new linking.

• WhatsApp: SQL regex match on mobile/phone digits — normalised comparison ignores formatting
• Viber: matched by uchat_viber_id field added to res.partner
• Link wizard: link to existing partner OR create new — pre-fills from chat data
• Smart button "Chats (N)" on partner form opens inbox filtered to that contact
• Viber ID auto-populated on partner when conversation is linked

FEATURE 09

Media & File Sharing RICH MEDIA

Send and receive images, documents, audio, video, and stickers. All media stored in Odoo's ir.attachment with auto access tokens for secure delivery to Viber's CDN.

• WhatsApp media: resolved via Graph API media ID → downloaded → stored as ir.attachment
• Viber media: downloaded with auth token → stored as ir.attachment
• Outbound: WhatsApp uploads via multipart form to Meta; Viber uses public access_token URL
• Sticker support with WebP format handling
• Caption support on image/video messages

FEATURE 10

Bus-powered Real-time Notifications NO POLLING

All UI updates pushed via Odoo's built-in bus.bus long-polling. No external WebSocket server, no Redis, no third-party dependencies — just native Odoo infrastructure.

• uchat_global: broadcasts to ALL agents (new messages, conv updates, deletes)
• uchat_user_{uid}: unicast to specific user for personal events
• uchat_conv_{id}: conversation-level typing indicators
• Sidebar, chat window, and systray badge all update reactively without page reload

FEATURE 11

Provider-Agnostic Architecture EXTENSIBLE

Built to be extended. Adding Telegram, Messenger, or any new platform follows a clear pattern: add selection value → add credential fields → implement webhook controller → handle send logic.

• Provider selection on uchat.provider.config drives all conditional logic
• Webhook controllers are separate files per platform — easy to add new ones
• _to_dict() and _send_via_* helpers isolate provider-specific code
• OWL frontend is platform-agnostic — just reads the 'provider' field

FEATURE 12

Security & Role-Based Access COMPLIANCE

Two-role security model with record rules. Users can chat; Administrators manage configuration. Shared inbox ensures all agents see all conversations — no siloed inboxes.

• Universal Chat / User: view all, send messages, link partners, close/reopen, pin
• Universal Chat / Administrator: all above + manage providers, templates, delete conversations
• Record rules: domain [(1,=,1)] — full shared visibility for both roles
• Managers auto-assigned to base.user_admin and base.user_root

FEATURE 13 - NEW

Advanced Performance Analytics Dashboard EXECUTIVE VIEW

Transform your communication data into actionable insights. Real-time Chart.js visualizations track team speed, traffic peaks, and customer sentiment across all channels.

• Response Speed Analysis: Doughnut charts categorizing replies into Instant (<2m), Standard, and Delayed.
• Hourly Heatmap: Identify peak traffic hours to optimize agent staffing levels.
• Agent Leaderboard: Compare productivity, average response times, and CSAT ratings across your team.
• Cross-Platform Trends: Compare WhatsApp and Viber volume day-by-day.

FEATURE 14 - NEW

Management-Grade Excel Engine DETAILED AUDIT

Export professional, 6-sheet workbooks for deep-dive audits. Includes full conversation logs, customer comments, and agent performance breakdowns.

• Executive Summary: Filter-aware KPI overview with audit trail.
• Feedback Log: Read actual customer comments and verbatim feedback.
• Raw Data Export: List every conversation with timestamps, platforms, and final status.
• Mobile Optimized : Dashboards and filters fully responsive for handling on-the-go.