Odoo Helpdesk AI Agent for Chat, Phone and Email
Wiredesk answers your website chat, phone line, email and WhatsApp from your own content, and when a customer needs a person it creates a ticket in Odoo Helpdesk with its summary and the full transcript, and the customer's name and email address on it. It connects with an Odoo user's API key over Odoo's external API, and checks when you connect that the Helpdesk app is installed and the user may create tickets.
What it does
Every ticket carries: The agent's summary of what the customer needs, who they are (name, email address and phone number, whichever it has), the channel it came in on, a link back to the conversation in Wiredesk, and the whole transcript with every line marked Customer, AI agent or Team.
By default it opens one when the customer asks for a person or wants to complain, or when it can't answer from your content, and it checks with them first unless they asked. You can replace that rule with your own, in plain words. Before it opens anything it finds out what actually went wrong, one question at a time, so the ticket never says the problem is unknown. The agent then gives the customer the ticket number and says the team will reply, without promising a time. In the chat widget a card under that reply shows the number and the summary.
The ticket's title is the subject, its description the summary and transcript, and the customer's email address and name go in the ticket's customer fields when the agent has them.
It works with any Odoo reachable at a public HTTPS address: Wiredesk refuses private-network and bare IP addresses.
How to connect Odoo
- In Odoo, open your avatar → My Profile → Account Security → New API Key.
- In Wiredesk, open the agent's Actions › Connections, click Connect on Odoo, and enter your Odoo address, database name, username and the key.
- Wiredesk logs in, checks the Helpdesk app is installed and that the user can create Helpdesk tickets, and only then saves.
- Add a Helpdesk ticket action to the agent and pick Odoo.
What happens on each channel
The same agent answers every channel from the same knowledge.
Website chat
The agent answers from your knowledge. When the customer needs a person it asks what went wrong, then for an email address unless it already has one, and opens the ticket with the summary and transcript. The customer sees the ticket number in the chat.
Phone
On a call the number they rang from is enough: an email address is optional, and the ticket carries the caller's number. The caller's number is in the ticket's description.
The customer's address is already known from the thread, so the agent opens the ticket without asking for it again.
An action that runs in chat runs on WhatsApp too. The agent asks for an email address, because that is where your team replies, and the ticket names WhatsApp as the channel.
What it doesn't do
- It is not a two-way sync. The agent opens the ticket and keeps its number and a link to it; it doesn't read your Odoo queue, and what your team writes in Odoo doesn't come back into Wiredesk.
- It opens tickets. It doesn't update, assign or close one afterwards.
- Odoo tickets from Wiredesk aren't tagged.
- If Odoo turns the ticket down, or doesn't answer within 8 seconds on a call (15 in writing), the agent offers to take a message instead and the connection's card shows Odoo's reason.
- It needs the Odoo Helpdesk app. Without it, connecting fails with that reason.
- It doesn't pick a Helpdesk team, stage or assignee; Odoo's defaults apply.
Set it up
Questions about Wiredesk and Odoo
Wiredesk answers your phone line, chat, email and WhatsApp, and creates Odoo Helpdesk tickets with the summary and transcript when a customer needs your team. It isn't an Odoo app: it connects with an API key.