Serve customers on WhatsApp without leaving Odoo, and without losing history

WhatsApp Business API integrated with CRM, Sales, and Helpdesk

Odoo WhatsApp connects the WhatsApp Business API (Meta) directly to CRM, Helpdesk, and Sales. Send quotations, order confirmations, and transactional notifications through approved templates, run conversations as a team, and keep every exchange attached to the customer record in Odoo, compliant with Brazil's LGPD and with Meta's mandatory opt-in.

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Official Odoo module

odoo/whatsapp

Odoo 18

Why Odoo WhatsApp?

Real results our clients achieve.

Automated transactional messages

Order confirmations, overdue invoices, appointment reminders, and delivery updates go out over WhatsApp straight from the Odoo workflow. No manual step in between.

Shared team support

Several agents handle conversations on the same WhatsApp Business number. Odoo shows who is on each conversation, so nobody answers twice and nobody is left waiting.

Meta-approved templates

Create and manage message templates inside Odoo. Meta's approval process is built in: track the status and use approved templates in campaigns and automations.

LGPD compliance and Meta opt-in

The WhatsApp Business API requires explicit opt-in from the recipient. Odoo keeps the consent record and the opt-in/opt-out history of every contact, keeping the company compliant.

Features

What's included in this module.

WhatsApp Business API (Meta) integration

Official connection through Meta Business Suite, with no unofficial APIs, no risk of losing the number. Requires a verified Meta Business account and a dedicated phone number.

Transactional template sending

Meta-approved templates (order confirmed, invoice issued, appointment reminder) fired automatically by Odoo events, with dynamic variables.

Support inbox on a single screen

Conversation list, full history, and reply box on the same screen, with My conversations, My team's, and Unassigned queues. The agent picks up, replies, and returns the conversation to the queue without switching screens or leaving Odoo.

Queue with agent assignment

Every conversation has an owning agent and team. Distribution is round-robin (the next conversation goes to the next agent on the team) or manual, with Assign to me, Transfer, and Return to queue actions.

24-hour window shown in the conversation

Meta only allows free-text replies within 24 hours of the customer's last message. The inbox shows, per conversation, whether the window is open and until when. The agent doesn't discover the block when hitting send.

History attached to the customer

Every message is logged in the chatter of the matching lead, contact, or ticket. WhatsApp, email, and phone history on a single timeline.

Chatbot with automatic replies

Set up chatbot flows for first-line triage: the customer states the subject, the bot collects the basics and routes to the right agent or resolves the request on its own.

Document and media sending

Send quotation PDFs, payment slips, invoices, and product images straight from Odoo over WhatsApp. The customer gets the document without logging into a portal.

Delivery and read receipts

Odoo shows message status (sent, delivered, read) in real time, so the team knows a message landed without asking the customer.

Opt-in and opt-out management

Record each contact's consent to receive messages. Opt-outs are processed automatically: the number is never contacted again after a cancellation request.

Helpdesk integration

WhatsApp messages can open Helpdesk tickets automatically. The agent replies from the ticket itself, keeping the WhatsApp history inside the case.

Multiple numbers supported

Manage several WhatsApp Business numbers on a single Odoo instance, useful for companies with different brands, branches, or product lines.

Native integrations

Odoo WhatsApp connects natively with other Odoo modules, no external integration.

Odoo Marketing Automation

Odoo Field Service

Why implement with KMEE

The support layer is built by KMEE: the conversation inbox and the queue-and-assignment engine that WhatsApp in Odoo doesn't ship with: agent teams, round-robin distribution, Assign to me, Transfer, and Return to queue actions, the My conversations / My team's / Unassigned views, and Meta's 24-hour window indicator on every conversation. On top of that we run the WhatsApp Business API enablement end to end (Meta Business account verification, template approval, automations driven by orders and invoices) and advise on opt-in and LGPD, so the client is compliant from the very first message.

About KMEE

Who it's for

Scenarios where this module delivers the most value.

Quotation sent and approved over WhatsApp

The salesperson generates the quotation in Odoo and sends the PDF over WhatsApp in one click. The customer answers in the same thread and the reply lands on the lead automatically, shortening the cycle.

Collection and payment slip notices

One day before the due date, Odoo automatically sends a WhatsApp message with the updated payment link. Default rates drop without hiring a bigger collections team.

Customer support with ticket creation

Customers message the support number. The chatbot collects the tax ID and the subject, opens the Helpdesk ticket, and returns the case number. The agent replies over the same WhatsApp thread.

Contact center with agent rotation

A single number serves the whole customer base, yet no conversation is left ownerless: the team is set per WhatsApp account and each new conversation enters an agent's queue by round-robin. During peaks the supervisor transfers or returns conversations to the queue, and the My / My team's / Unassigned views expose whatever is stalled.

Service appointment confirmation

Field service companies confirm technical visits over WhatsApp 24 hours ahead. The customer confirms or reschedules right in the conversation, cutting no-shows and wasted trips.

Frequently Asked Questions

Can I use regular WhatsApp (not the Business API) with Odoo?

No. Odoo integrates exclusively with Meta's official WhatsApp Business API, which requires Meta approval, a dedicated phone number (it cannot be the same one used on personal WhatsApp or the WhatsApp Business App), and a verified Meta Business account. Unofficial APIs and WhatsApp Web automation tools violate Meta's Terms of Service and can get the number permanently banned. KMEE handles the whole official API enablement process.

What are message templates and why do they need approval?

Templates are messages pre-approved by Meta for business-initiated communication (outside the 24-hour reply window). They follow a fixed format with dynamic variables (name, amount, order number) and categories such as transactional, marketing, or OTP. Meta reviews each template to prevent spam. Approval takes from a few hours to two business days. Within the 24-hour window after the customer writes, you can reply with free text and no template.

How does Meta's mandatory opt-in work?

Meta requires the recipient to have explicitly agreed to receive messages from the company over WhatsApp before the first send. Opt-in can be collected on a web form, at purchase, over SMS, or in person. Odoo stores each contact's consent record with the date and the collection channel. Messaging without opt-in breaks Meta's policies and can get the number suspended. Brazil's LGPD requires an equivalent legal basis. In practice, the same opt-in covers both.

How many agents can handle conversations on the same WhatsApp number?

Unlimited, and that is one of the big advantages of the Business API over the WhatsApp Business App, which is capped at a handful of devices. In the inbox built by KMEE, every conversation has an owning agent and team: when a new conversation arrives it is routed to one agent on the team by round-robin instead of landing on everybody. Who is handling what stays visible, and the Assign to me, Transfer, and Return to queue actions cover vacations, shift changes, and demand peaks without orphan conversations.

What happens when 24 hours pass without a reply from the customer?

Meta closes the conversation window: 24 hours after the customer's last message, the company can only reach back through an approved template, not free text. That is why the inbox shows, per conversation, whether the window is open and until when. The agent sees the deadline before writing instead of discovering the block on send. After that, the follow-up goes out as a template and the conversation continues on the same customer history.

Is Odoo WhatsApp LGPD-compliant? How are deletion requests handled?

Odoo ships native LGPD compliance features, including contact data anonymization. For WhatsApp, KMEE configures the automatic opt-out flow: when the customer replies 'STOP' or equivalent, Odoo records the opt-out and blocks further sends. Data deletion requests (right to be forgotten) are handled by Odoo's privacy module, which anonymizes the contact's data across every module, message history included.