How to Set Up Live Chat in Odoo
When someone is on your website with a question, a quick answer can be the difference between a sale and a lost visitor. Odoo Live Chat lets you talk to visitors in real time, right from your site. Setting it up well is what turns visitors into conversations. Continuing this series of practical Odoo how-to guides, here is Live Chat.
Add live chat to your website
Start by setting up the live chat channel and adding it to your website, so visitors see a chat option. Decide which pages it appears on, perhaps everywhere, or just key pages like products and pricing. Getting the chat widget in front of visitors at the right moments is the foundation of it being useful.
Set your availability
Live chat works best when someone is there to answer, so set up who staffs the chat and when. Being clear about your availability, and setting expectations when you are offline, keeps the experience good. A chat nobody answers is worse than no chat, so match the setup to when you can genuinely respond.
Use canned responses
For common questions, set up canned responses, ready-made answers your team can send quickly. This speeds up chats and keeps answers consistent. Setting these up for your frequent questions means agents spend less time typing the same things and more time actually helping, which makes the chat faster for everyone.
Turn chats into action
A live chat is often the start of something: a lead, a support ticket, a sale. Set up how conversations feed into the rest of Odoo, so a promising chat becomes a lead in your CRM or a ticket in your helpdesk. This connection is what turns chat from a nice feature into a real driver of business.
Learn from your chats
The questions visitors ask in chat tell you a lot: what confuses them, what they want, where your site falls short. Pay attention to these conversations and use them to improve your site and your answers. Live chat is not just a support tool; it is a steady stream of insight into what your visitors actually need.
Practical tips
- Add the chat widget to the right pages on your website.
- Set your availability and manage expectations when offline.
- Create canned responses for common questions.
- Connect chats to leads and tickets in the rest of Odoo.
- Learn from the questions visitors ask to improve your site.
My take
Live Chat meets visitors at the exact moment they have a question, which is when a quick answer is most valuable. Placing it well, staffing it honestly, using canned responses and connecting chats to leads and tickets are what make it work. Beyond the immediate help, the conversations are a goldmine of insight into what your visitors want, which makes Live Chat doubly worth setting up.
Next in this series: how to set up Discuss for team communication.
Based on the official Odoo 19 Live Chat documentation. Want to turn website visitors into conversations? Get in touch.