Hi everyone,

We’re running Odoo 17 and using the built-in Live Chat module with a custom chatbot (GreaseBot). We’ve set up everything as follows:

• Operators (myself and another team member) are added to the Live Chat channel
• Our statuses show as "Confirmed" and we are logged in
• When we're in Odoo and using the Discuss app, we show a green dot and can see visitor sessions
• The chatbot includes a “Talk to a Human” button linked to a “Forward to Operator” step

💬 What’s not working:

When a visitor clicks "Talk to a Human", the bot shows:

"Looks like no one is available to chat right now..."

...then the conversation ends.

Even though I’m actively online in Odoo at the time, the system doesn’t seem to route the conversation through. It immediately falls back as if no operator is available.

✅ We’ve tested:

• Multiple browsers and devices
• Incognito mode
• Having both myself and a colleague live in the Discuss app
• Fallback logic (which works as expected)

🛠️ Tried solutions:

• Confirmed operator roles and permissions
• Set up fallback “Message” + “Free Input” + “Send Email”
• Confirmed status is “Online” and operator is active during chat
• Restarted sessions and re-tested all flows

❓Is there something in Odoo 17 that changed how live chat connections work?

Do operators need to be in a specific view or app for Odoo to assign a session?

Could this be a WebSocket/session persistence issue?

Any help or guidance would be hugely appreciated.

Thanks in advance!

– Annie