A customer wrote on WhatsApp. Then followed up on Instagram. Asked for the invoice by email, and sent “urgent, please call” on Telegram — to the personal phone of a sales manager who is on holiday today. Mail Client brings all of this into Odoo — next to the deal, the order and the invoice.
Customers don’t write to info@
In our previous article we showed how Mail Client brings regular and virtual mailboxes into Odoo. But email is only half of the conversation. Customers write wherever it suits them: WhatsApp, Telegram, Facebook Messenger, Instagram, and some still reply by SMS.
Usually that means every messenger lives in its own app, on its own phone, with its own employee. When the employee leaves, the conversations leave too. And the customer card in the CRM stays empty.
The customer remembers everything they wrote to you. Your company remembers only what made it into Odoo.
Every channel in the Mail Client sidebar
The messengers are built right into Mail Client. Next to the mailboxes, the sidebar gets a Chats section: WhatsApp, Telegram, Facebook Messenger and Instagram. No separate tiles in the app menu — all customer communication opens from one place.
The New message button is in the sidebar and in the top menu: pick a channel and a recipient, and write. No need to find the contact or the document first.
One Message button on any document
A deal, an order, an invoice or a contact card has a Message button. It opens one shared form: choose the channel — SMS, WhatsApp or Telegram — the recipient, and write your text. The document’s contact is filled in for you, and if the document has only one channel enabled, it is already selected.
The sent message stays linked to the document. A month later you open the order and see the whole history: emails, messenger messages, files.
WhatsApp through the official Meta API
- Connects to the official WhatsApp Cloud API by Meta, with no unofficial “bridges”.
- A separate account and message log for each company.
- Text replies within 24 hours of the customer’s message; outside that window, approved templates as Meta requires, and only with the recipient’s consent.
- Delivered and read statuses.
- Photos, videos, voice messages and documents — both ways.
Telegram: a group for every order or project
- Document group. A Telegram group with the customer and your employees is linked to a deal, order or project. Public comments from Odoo go to the group, and replies from Telegram are saved in the document history. Internal notes never reach Telegram.
- Automatic groups. With a company account, Odoo creates a separate group for each document and invites the participants.
- Private messages. Write to a customer privately from the company account, not from an employee’s personal phone. Only the assigned employees see the history, and it stays with the company even when an employee leaves.
- Files — both ways.
Facebook Messenger and Instagram
Messages to your Facebook page and Instagram Direct arrive in Odoo and are saved to the contact. Reply right from Odoo — within 24 hours of the customer’s last message, as Meta allows.
SMS through local operators
For those who don’t use messengers, there is SMS: through Text2Reach, CSC Baltija, Tele2 LT, Twilio or your own Android phone. Several numbers in one send and a signature in the customer’s language.
Secure and under control
- Odoo checks the signature of incoming messages from WhatsApp, Facebook and Instagram and rejects requests from anyone else.
- Files from messengers are never opened as web pages and never run scripts.
- Only administrators see the WhatsApp and Meta access keys.
- Installing the modules sends nothing to anyone — messages go out only when you send them.
See it on your own example
Write to info@myacc.pro or book a demo. We’ll show how your company’s email and messengers come together in one Odoo window — and how no conversation with a customer gets lost again.