In the era of digital transformation, companies are constantly seeking tools that optimize communication and the management of their operations. One of the latest additions to Odoo, thanks to the Spanish association of Odoo and the Odoo Community Association, is a system that allows integration with messaging platforms such as Telegram and WhatsApp to enhance customer interaction and operational efficiency.
Gateway Concept in Odoo
A Gateway in Odoo acts as a gateway that connects the system with the outside world, enabling communication through platforms like Telegram and WhatsApp. Configuring a gateway involves setting specific parameters such as security codes, unique identification, and defining the users who will have access to the conversations.
Integration with Telegram
The integration with Telegram is relatively simple. It only requires creating a bot through BotFather, with no associated costs. However, this platform has the limitation that it does not allow starting new conversations; it is necessary to wait for users to communicate first.
Integration with WhatsApp
The integration with WhatsApp is more complex and requires account verification by Meta. Additionally, there is a cost associated with each conversation initiated every 24 hours. Nevertheless, it allows the company to start conversations, which is a significant advantage in terms of proactive customer service.
To carry out the integration, it will be necessary to create a Meta app with access to the WhatsApp API and then create the phone number keys. It is important to remember that this phone number cannot be used from the WhatsApp Business App, as once the number starts using the API, it can only be used through it.
Conversation Management in Odoo
Conversations managed through these gateways become channels within Odoo, centralizing communication and enabling more efficient management. There are several communication flows:
- Standard Flow: Simple and direct interactions between the customer and the company. Similar to what would be the Odoo chat.
- Advanced Flow: Allows processing requests and sending automated responses or documents such as invoices.
- Manual Assignment: Conversations can be manually assigned to different records, ensuring that each interaction is appropriately attended to.
Conclusion
Integrating Odoo with messaging platforms like Telegram and WhatsApp allows us to integrate our system with the key communication points of our customers. This way, we can have more direct and convenient access to them.