How Website Live Chat Channels Work in Odoo 18 (Enterprise)

Odoo 18 Enterprise provides a powerful Website Live Chat feature that allows businesses to communicate with website visitors in real time. This helps improve customer support, capture leads and increase conversions.

1. What is a Website Live Chat in Odoo 18?

Website Live Chat is a built-in feature that enables real-time messaging between website visitors and internal users (agents).
Chats are managed through Live Chat Channels, where rules, operators and behavior are configured.

2. Live Chat Channel – Overview

A Live Chat Channel acts as a bridge between:

* Website visitors
* Support agents / sales team

Each channel defines:

* Who receives chats
* When the chat is available
* What happens when no agent is online
* Automated responses

3. Creating a Live Chat Channel

Steps:
       * Go to Live Chat → Channels
       * Click New
       * Enter the Channel Name
       * Configure the following options:

* Operators

When creating a new operator, necessary details such as the operator’s Name, Email Address, company affiliation, phone numbers and default warehouse can be entered. Additionally, an image of the operator can be uploaded. Once the required information is entered, users can save the operator’s details by clicking the "Save & Close" button, as depicted in the screenshot below.

* Option
Using the Options tab, you can customize the Live Chat button by changing its notification text and button color. The Livechat Window section lets you set the welcome message, chat input placeholder and channel header color using a gradient tool.

 * Channel rules
In the Channel Rules tab, users can add rules to control Live Chat behavior, such as hiding the chat button, auto-opening the chat window, or showing notifications. You can also assign a chatbot, apply the rule only when no operator is available, limit it to specific URLs and restrict access by country.

* Widget 

The Widget tab provides the embed code and URL to add Live Chat to a website. You can paste the code into the site, share the URL via email, or easily enable Live Chat on an Odoo website through the Website module settings.

  * Click leave the Channel
  * Click Session 

  * Click new, enter participant.

  * Click session 

  * Click start meeting Button 

4. Live Chat Availability & Schedule
Live Chat can be shown based on:

• * Business hours
  * Always available
  * Specific days and timings

If the chat is outside working hours:

• * A message form is shown
  * Visitors can leave their email/message

5. Visitor Chat Flow (How It Works)

• * Visitor opens the website
  * Live Chat widget appears
  * The visitor sends a message
  * Chat is routed to an available operator
  * The operator replies in real time
  * Conversation continues until closed

All messages are stored in Odoo for tracking.

6 . Key Benefits of Live Chat in Odoo 18

• * Real-time customer support
  * Faster lead conversion
  * Automated chat handling

Conclusion

Website Live Chat Channels in Odoo 18 Enterprise provide a complete real-time communication solution. By configuring channels, operators and schedules properly, businesses can deliver efficient and professional customer support directly from their website.