| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• AI (ai_app) • Contacts (contacts) • WhatsApp Messaging (whatsapp) |
| Community Apps Dependencies | Show |
| Lines of code | 9772 |
| Technical Name |
sati_chat_assignment |
| License | OPL-1 |
| Website | https://www.sati.com.py |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• AI (ai_app) • Contacts (contacts) • WhatsApp Messaging (whatsapp) |
| Community Apps Dependencies | Show |
| Lines of code | 9772 |
| Technical Name |
sati_chat_assignment |
| License | OPL-1 |
| Website | https://www.sati.com.py |
SATI CHAT: Assignment & Routing
Regex routing rules that pick the right AI agent, plus attention queues that distribute conversations across your human agents: seven distribution modes, per-weekday schedules, supervisor escalation and online-only delivery. Contact-center grade, built on native Odoo. Stop assigning chats by hand.
We don't reinvent the wheel. We make it spin faster.
If you support more than three customers via SATI CHAT, you need this module. Define regex rules against channel name, external ID, contact phone or contact name. The first matching rule stamps an AI agent (and optionally a helpdesk team) onto the channel at creation time. New conversations are routed automatically, instantly, with no manual triage. Designed for multi-tenant MSPs, support operations with multiple product lines, and any team where the question "which agent should answer this?" is currently solved by a human reading the channel name.
SATI CHAT: Assignment and Routing integrated with native Odoo Discuss / chatter. Same look & feel, none of the friction.
See it in the backend
Real screens from an Odoo 19 database. Every setting below is native Odoo, no parallel UI.
Seven ways to distribute: round robin, random, weighted, least busy, load balanced, strict queue order and broadcast. Pick one per queue.
Offer one conversation to several agents at once, capped at a configurable number. The first to take it keeps it.
Each agent declares the days and hours they take chats, with windows that can cross midnight. No schedule means always available.
Front-line agents take the standard distribution; supervisors are reserved for escalation when the rotation is exhausted.
Weekdays with no scheduled agent are flagged on the queue and in the list, so you fix the gap before a customer notices.
Assign only to agents online in Discuss, set a first-response timeout, toggle the per-agent concurrency limit and notify an agent on check-in.
Regex rules stamp the right AI agent, optional human assignee, priority and tags on every inbound channel at creation time.
Every unrouted channel in one diagnostic list, ready to assign manually or fix with a new rule.
Key features
What this module ships out of the box.
Regex rule engine with sequence-ordered evaluation
Python re syntax with case-insensitive flags, lookaheads, character classes, anything Odoo's filter_domain would handle. Rules evaluate in sequence order; first match wins.
Multiple match fields
Match against channel name, external ID, contact phone or contact name. Combine multiple fields per rule with a single regex.
Connector scope
Rules can be global (any connector) or limited to one specific WhatsApp / Messenger / Instagram account. Multi-tenant MSPs use this to segment rules per client.
Chat-type scope
Apply rules only to group chats, only to direct 1-to-1, or both. Useful when groups represent customers and direct chats represent individuals from the same companies.
"Channels without agent" diagnostic list
Built-in list view shows every channel that no rule matched. Spot misconfigured rules at a glance, fix them, re-evaluate.
Bulk re-evaluation action
"Run routing rules" wizard re-evaluates all channels with the current rule set. Useful when you add a new rule and want existing channels to be re-routed.
Distribute chats across your human agents
Routing rules pick the AI agent. Attention queues pick the human. Point a connector at a queue and every inbound conversation is handed to a team member automatically, with the distribution mode, schedules, roles and delivery rules a commercial contact center expects, and a safety net when nobody answers.
Seven distribution modes
Round robin, random, weighted random, least busy, load balanced (even share over time), strict queue order (first available wins), and broadcast (offer to all, first to take it keeps it, with an agent cap).
Per-weekday availability
Each agent declares the days and hours they are available, with windows that can cross midnight. A weekday crew and a separate weekend crew stop needing manual upkeep. No schedule means always available.
Normal and supervisor roles
Front-line agents take the standard distribution; supervisors are reserved for escalation. When the rotation is exhausted and nobody answered, the chat is handed to a supervisor automatically.
Coverage-gap alerts
A daily check flags any weekday with no scheduled agent and notifies the administrators before a customer notices the gap. The queue form shows uncovered weekdays at a glance.
Online-only delivery
Optionally assign only to agents connected in Discuss, so a chat never lands on someone who closed Odoo. When an agent comes online to a queue with conversations waiting, they get an explicit check-in notification.
Capacity and timeouts
Cap active chats per agent at the queue level or per member, with a master switch to turn the limit on or off. A first-response timeout passes a chat to the next agent faster than the general reassignment timeout.
Reassign on no answer
If the assigned agent does not reply within a configurable timeout, the chat is reassigned to another member. A maximum-hops cap stops endless rotation when nobody is available.
Pause AI on assignment
When a human takes a chat, AI auto-respond switches off so the agent stays in control. Optional: leave it on if you want the AI to keep assisting.
Standing on Odoo's shoulders
Every capability you see is built on top of Odoo 19 Enterprise modules that ship with your installation. We extend, we don't replace. That means you keep all the native power, you get the SATI automation layer on top, and future Odoo improvements flow into your stack automatically.
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sati_chatDiscuss channel and connector extensions, AI agent field that the rules populate. -
aiNativeai.agentrecords. The rules assign these to each matching channel.
How customers use it
Real-world scenarios where SATI CHAT: Assignment and Routing earns its keep.
MSP multi-tenant routing
An MSP supports 30 corporate clients, each with its own dedicated Odoo AI agent (their internal knowledge indexed in the RAG). A new WhatsApp group "ACME Corp - IT Support" arrives. The routing rule (?i)acme → "Agent: ACME Support" fires automatically. The group is stamped; all future ACME conversations skip manual triage.
Helpdesk team triage
A SaaS platform has three support tiers: Billing, Technical, Account. Inbound WhatsApp channels are auto-routed by regex. (?i)(bill|invoice|payment) sends to the Billing Agent, (?i)(error|bug|crash) to the Tech Agent, and so on. Mismatches land in an "Unassigned" queue for manual review.
Crisis response chatbot
During a product incident, a dedicated "Incident Commander" agent is configured. A routing rule (?i)(incident|down|outage) → Incident Agent routes all incident-related channels to the agent's playbook. When the incident resolves, disable the rule.
Built for support operations and MSPs
IT Administrators, Support Managers and MSP Operations Leads running multi-tenant or multi-product support infrastructure on top of SATI CHAT.
Technical specifications
| Technical name | sati_chat_assignment |
| Version | 19.0.2.4.7 |
| Compatibility | Odoo 19.0 Enterprise |
| License | OPL-1 (Odoo Proprietary License v1.0) |
| Support | info@sati.com.py |
| Author | SATI - Your partner in Technology and Innovation |
Frequently asked questions
What regex syntax does the routing engine support?
Python re module syntax. Case-insensitive (?i), lookaheads (?=...), character classes [a-z], quantifiers, alternation. Examples are provided in the rule form help text.
What happens if multiple rules match a channel?
The rule with the lowest sequence wins. You control precedence by setting sequence values (e.g. 10 for the catch-all, 5 for specific clients).
Can we route based on a CRM partner record?
Not directly via the rule engine (rules are regex-only on channel attributes). However, if the channel is linked to a partner via SATI CHAT, you can post-process with Odoo's native Automation engine (server actions) to override the agent based on partner fields.
When does a new rule take effect?
Immediately on new channels. Existing channels keep their previous agent. Use the "Run routing rules" wizard to re-evaluate retrospectively. This is useful after adding a major rule.
Can we disable a rule without deleting it?
Yes. Set active = False. The rule stays for audit purposes but doesn't fire. Re-enable any time.
How do we test a rule before activating it?
Create the rule with active = False, then open the "Run routing rules" wizard. It dry-runs across existing channels and reports how many would match. Activate once confident.
What if no rule matches a channel?
The channel stays unassigned (no AI agent). It appears in the "Channels without agent" list. Operators assign manually or you add a catch-all rule (e.g. .* with the highest sequence number).
Try it on a live database
Use the Live Preview button on this page, or open demochat.satur.com.py and sign in with demo / demo. Then go to Discuss, Configuration, Assignment & Routing.
What data is processed, and where
To route and answer a conversation the module processes the channel name, the contact name and phone or handle, and the message content. Messages are exchanged with the third-party messaging provider you connect (for example apichat.io for WhatsApp) and, when AI auto-respond is enabled, with the AI provider you configure (Google Gemini, OpenAI or Anthropic).
You use your own provider credentials; SATI does not receive or store your conversations. For data-handling questions, contact info@sati.com.py.
Your partner in Technology and Innovation
Implementation, training and custom development on Odoo 19 Enterprise.
SATI CHAT: Assignment & Routing
Routing rules plus attention queues for WhatsApp / chat channels.
Overview
This module is part of the SATI Chat suite by Rapidsoft S.A. It adds two assignment layers on top of sati_chat:
- A regex rule engine that fills sati_ai_agent_id (and optionally a human assignee, priority and tags) on each new inbound channel, based on patterns matched against the channel name, external id, contact phone or contact name.
- Attention queues that distribute inbound conversations across a pool of human agents, with a configurable assignment method and automatic reassignment.
Features
Routing rules:
- Regex-based routing rules with sequence priority.
- Per-channel agent assignment, helpdesk team scoping (with the helpdesk bridge installed) and tag application.
- Wizard to re-run the routing engine on channels that came in before a rule existed.
- "Channels without agent" view to surface routes that did not match any rule.
Attention queues:
- Agent pool per queue with seven distribution modes: round robin (even rotation), random, weighted random (by member weight), least busy (fewest active chats), load balanced (even share over time), strict queue order (first available wins) and broadcast (offered to several agents at once, first to take it keeps it, with an agent cap).
- Per-weekday agent availability windows (off, all day or a custom window that may cross midnight); a member with no schedule is always available.
- Normal and supervisor member roles: normal agents take the standard distribution, supervisors are reserved for escalation, and a chat is escalated to a supervisor when the rotation is exhausted.
- A daily coverage check that flags weekdays with no scheduled agent and notifies the administrators.
- Optional auto-assignment of new inbound chats to an agent.
- Per-queue and per-member capacity ceilings with a master switch; agents at their ceiling are skipped.
- Assign only to agents online in Discuss, with a check-in notification when an agent comes online to a waiting queue.
- Automatic reassignment when the assigned agent does not reply within a configurable timeout (with a shorter first-response window on the first hop), capped by a maximum number of hops.
- Optional pause of AI auto-respond when a human is assigned.
Dependencies
- sati_chat
- ai
- resource
Configuration
Open Conversations > Configuration > Assignment & Routing in the backend.
Routing rules: under Routing Rules, create rules with a regex pattern, optionally scope them to a specific connector, and assign an ai.agent (and a helpdesk team when the helpdesk bridge is installed) that the rule will stamp on each matching channel.
Attention queues: under Attention Queues, create a queue, choose its assignment method, add member agents (with optional weight and capacity), and enable auto-assignment. Set the queue on a connector so every inbound channel of that connector enters the queue. Enable reassignment and a timeout so chats nobody answers are handed to another agent automatically.
License
Odoo Proprietary License v1.0 (OPL-1). See the LICENSE file at the module root for the full text.
Contact
Issues, feature requests and commercial enquiries: https://www.sati.com.py
Odoo Proprietary License v1.0 This software and associated files (the "Software") may only be used (executed, modified, executed after modifications) if you have purchased a valid license from the authors, typically via Odoo Apps, or if you have received a written agreement from the authors of the Software (see the COPYRIGHT file). You may develop Odoo modules that use the Software as a library (typically by depending on it, importing it and using its resources), but without copying any source code or material from the Software. You may distribute those modules under the license of your choice, provided that this license is compatible with the terms of the Odoo Proprietary License (For example: LGPL, MIT, or proprietary licenses similar to this one). It is forbidden to publish, distribute, sublicense, or sell copies of the Software or modified copies of the Software. The above copyright notice and this permission notice must be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.
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