Odoo App · WhatsApp & Messaging
WhatsApp Helpdesk
Send and reply to Odoo Helpdesk tickets over WhatsApp — built on Meta's official Cloud API.
Overview
WhatsApp Helpdesk extends Odoo's Helpdesk app so support agents can resolve tickets over WhatsApp without leaving the ticket. Every ticket gains a Send by WhatsApp action that opens a compose window pre-filled with the customer's number.
Built by TechUltra Solutions on Meta's official WhatsApp Cloud API, the module supports dynamic templates, interactive list and button messages, product catalogues, and quick-reply buttons — covering most modern WhatsApp Business message types from inside Odoo.
The WhatsApp tab is redesigned to mirror the WhatsApp app interface, message history scrolls automatically in Discuss, and delivery and read receipts appear with the familiar grey and blue ticks on the ticket. Conversations stay compliant with WhatsApp's 24-hour messaging window through the standard template approval flow.
Key features
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Send by WhatsApp on every ticket
A Send by WhatsApp button appears on each helpdesk ticket. One click opens a compose window pre-filled with the customer's WhatsApp number and dynamic template variables.
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Dynamic ticket templates
Pre-approved WhatsApp templates support dynamic variables — ticket reference, status, assignee, customer name — populated automatically from the matching helpdesk record.
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Interactive list and button messages
Send WhatsApp list messages, product lists, product catalogues, and quick-reply buttons — including templates with dynamic and static URL buttons — so customers can self-serve faster.
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Quick-reply buttons
Surface canned responses as quick-reply buttons so support agents handle routine triage questions in one tap inside Odoo.
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Delivery and read receipts
Single and double grey ticks confirm delivery; double blue ticks confirm the customer has read the reply, with status synchronised between WhatsApp and the Odoo ticket.
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WhatsApp-style chat UI
The WhatsApp tab in Discuss is redesigned to match WhatsApp's interface, with automatic message scrolling and contact message history pinned beside the ticket.
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Template approval workflow
Create templates inside Odoo and submit them through the standard Meta approval flow — once approved they show up in the ticket compose window for any agent to use.
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24-hour window compliance
The module respects WhatsApp's 24-hour messaging window: free-form replies inside the window, approved templates outside it, so the channel stays compliant with Meta's rules.
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Built on Meta's official Cloud API
All traffic runs over Meta's WhatsApp Cloud API. A verified WhatsApp Business Account and permanent access token are required for setup.
Technical details
Specification
- Publisher
- TechUltra Solutions Private Limited
- Technical name
- tus_meta_wa_helpdesk
- Odoo versions
- 12.0, 13.0, 14.0, 15.0, 16.0, 17.0
- Lines of code
- 5,816
- License
- Odoo Proprietary License v1.0 (OPL-1)
- Price
- $87.13 (one-time)
- Edition
- Odoo Enterprise (Helpdesk app required)
- API
- Meta WhatsApp Cloud API
Deployment
- Odoo Online
- Odoo.sh
- On-premise
Odoo dependencies
- Helpdesk
- Discuss
- Odoo WhatsApp Base
Support
90 days of bug-fix support, Monday to Friday (10:00–19:00 IST). Raise a ticket at support@techultra.in.
Setup & configuration
From install to first call — here is the path.
- 1
Set up WhatsApp Business and Meta
Create a WhatsApp Business Account, complete Meta Business verification, register a phone number, and generate a permanent access token from the Meta App dashboard.
- 2
Install Odoo WhatsApp Base
From Odoo Apps, install TechUltra's Odoo WhatsApp Base module — it ships the Cloud-API connector this helpdesk extension depends on.
- 3
Install WhatsApp Helpdesk
Open Apps, remove the Apps filter, search for “WhatsApp Helpdesk”, and click Install.
- 4
Connect your WhatsApp Business number
In the WhatsApp configuration, enter the WhatsApp Business Account ID, phone number ID, and permanent access token from Meta.
- 5
Open a helpdesk ticket and send WhatsApp
Go to Helpdesk → Tickets, open All or My Tickets, pick a ticket, and click Send by WhatsApp. Choose a dynamic template — or create one in the same window — and send.
- 6
Handle replies in Discuss
Customer replies land in Odoo's Discuss inbox against the same ticket. Continue the conversation from the ticket page; delivery and read ticks update automatically.
Frequently asked questions
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What does WhatsApp Helpdesk add to Odoo?
It adds a Send by WhatsApp button to every Odoo Helpdesk ticket, so support agents can send dynamic templates, interactive lists, quick-reply buttons, and product catalogues to customers over WhatsApp without leaving the ticket.
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Which Odoo versions are supported?
The module is published for Odoo 12.0 through 17.0. Helpdesk is an Odoo Enterprise app, so an Enterprise database is required.
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Does it use the official WhatsApp API?
Yes. All messages flow through Meta's official WhatsApp Cloud API. A WhatsApp Business Account, registered phone number, and permanent access token from Meta are needed.
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Can I send interactive messages like lists and buttons?
Yes. The module supports WhatsApp list messages, product lists, product catalogues, and quick-reply buttons — including templates with dynamic and static URL buttons.
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Are read receipts visible inside Odoo?
Yes. The familiar grey and blue WhatsApp ticks appear next to each message in the ticket — single grey for sent, double grey for delivered, and double blue for read.
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How does the 24-hour messaging window work?
Inside WhatsApp's 24-hour customer-service window, agents reply freely. Outside it, the module only sends approved templates — keeping the channel compliant with Meta's WhatsApp Business rules.
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Can I create new WhatsApp templates from Odoo?
Yes. Templates are created inside Odoo and submitted through the standard Meta approval workflow. Once Meta approves a template, it becomes available in the ticket compose window for every agent.
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What support is included?
You get 90 days of bug-fix support from TechUltra Solutions, Monday to Friday (10:00–19:00 IST). Raise a ticket at support@techultra.in.
Related solutions
Whole-platform solutions that complement WhatsApp Helpdesk.
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Odoo WhatsApp Push Notifications
Real-time WhatsApp push notifications in Odoo — web, Android, iOS. Customer names in Discuss instead of phone numbers. Compatible with Odoo V12–V18.
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