AI OmniChannel Help Desk is an Odoo customer support plugin that combines automation, customer context, AI assistance & knowledge management in one platform.
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The plugin comes with four connected components that work as one system, from the customer's first message to the final response.
The website chat widget is a lightweight support bubble embedded in any public site or customer portal, giving visitors instant, AI-generated answers. It is vendor & feature aware so it only answers what’s included in the customer’s package.
Omnichannel Console acts as a centralized dashboard for support teams to see pending conversations, customer requests, AI-resolved interactions & customer satisfaction. The full thread of the customer information is generated via the Customer 360 panel.
The In-Odoo support widget provides customers with direct support without moving to a separate portal. The widget acts as a modern support experience that encapsulates AI-generated answers, knowledge base references, and screenshot sharing.
The MSS Client Connector is an Odoo add-on that powers the support widget and securely connects customer conversations with the central platform. It also identifies the Odoo version and helps you identify potential upgrades or new module additions.
AI Omnichannel Help Desk plugin combines customer conversations, Odoo context, automation, and AI to streamline the support process.
When you open the Omnichannel Console, go to the top icon dashboard that shows real-time queue, SLA, AI resolved, CSAT & channel health.
A staff user opens the In Odoo “Ask MSS” widget at the top-right section of the dashboard page, where the team member and user can connect. The customer sends a query about the problem he/she is facing. As the customer sends the message, it lands in the shared inbox instantly.
The conversation arrives live in the shared inbox, the icon below the dashboard. The inbox contains all the messages from users via various platforms, i.e., WhatsApp, Email, Live Chat, or other portals.
As the conversation arrives, open the full thread on the left side of the screen contains details, orders, previous tickets & the entire conversation via the Customer 360 panel.
AI assist panel for the agent, as there are different panels that include summary, suggested reply, omnibase, sentiment, translate, or rewrite. AI chooses the Summary option and generates the reply. In a few seconds, the AI-generated reply is ready. According to the customer's needs, AI can also summarize the whole conversation.
Move back to the “Ask MSS widget” and the customer receives the reply. Both ends are connected- one conversation: agent + AI. Here, the customer will get the answer to the desired question with the help of Agent + AI.
Tickets will be generated for all the queries asked by the user & well as the AI Agent to fetch the conversation of every user for future records. It includes all tickets, open, overdue, as well as urgent.
In the contact option, you will fetch all the contacts whose conversation is on hold, completed, or lost.
The next icon is Analytics, where we can check total conversations, resolved ones, Average response & CSAT to understand how many users get their answers via AI and others need human help with AI.
Another is Automation that encompasses AI-assisted rules & workflows. One platform, every channel, AI + Human.
AI & Channels shows the complete customer queries being generated from WhatsApp, Email, Telegram, and other social platforms.
Scattered spreadsheets, Multiple communication channels & mismatched communication drain time & trust from support channels. The AI Omnichannel Help Desk connects all the channels with one AI-powered inbox to ensure every conversation gets answered in seconds.
Teams can handle conversations from multiple channels via a centralized interface, eliminating the need to switch between different communication tools.
AI can handle real-time enquiries instantly, helping customers to resolve more complex requests without waiting in a queue.
The AI answers only for the features a customer paid for & flags a clear signal if anything is out of the package, containing no generic or misleading steps.
Built-in reporting tracks customer satisfaction (CSAT) and per-agent performance, so that teams can analyze and improve the results accordingly.
AI-assisted summaries, suggested responses, knowledge-based search, translation & automatic routing fix the repetitions.
Businesses can configure confidence thresholds and determine when AI should respond automatically or transfer the conversation to a human agent.
Connect all your social media channels with an AI-powered omnichannel help desk. Automate support, resolve customer queries, and give your team a complete view of every user interaction.