Odoo’s default WhatsApp setup will bring messages into Discuss, but it won’t auto-route by business type like the website chatbot.

For one WhatsApp number with three agents, you’d need a small custom routing flow or a WhatsApp chatbot module that asks the user which business they need and assigns the right agent.

Feel free to message me or Bay Forward if you want help setting that up.

Thank you so much for your response. Reading your comment raised a question for me. When you say "WhatsApp module just routes messages to Discuss/agents," in my case, I have three people for three different types of business who would be accessing the same WhatsApp number. How could I route them to the appropriate agent in that case?

Before answering, let me clarify some context.

Every WhatsApp chat in Odoo is stored as a discuss.channel record with channel_type = 'whatsapp'. Regular chats are also discuss.channel records, just with different types.

I’ve implemented a similar workflow.. here’s how it works:

1. When a new WhatsApp message is received, Odoo triggers an API webhook → your AI system (assuming your AI agent is running externally). The payload should include the message body, channel ID, and other relevant details.
   
   
2. Your AI system processes the message and prepares a response. Then it sends the response back → Odoo via a simple controller.
   
   
3. Once Odoo receives the AI response, you trigger the WhatsApp message sending method (Python) with that response. Odoo will send it via the Meta API, and it will also appear in the Discuss module UI. The only difference is that this is happening from the backend.
   
   

Regards,

Afjol Hussain

Hello Joaquin,

In standard Odoo, the chatbot you created in the Live Chat module is limited to website interactions and cannot be directly reused within the WhatsApp module.

However, for your second requirement routing WhatsApp conversations to different agents this can be achieved. You can configure routing using teams, operators, or automated rules (based on keywords, channels, or initial responses). For more advanced behavior (like chatbot-style flows on WhatsApp), some customization or third-party integration would be required.

Hope this works for you! If you need any help implementing this or want a more optimized approach, feel free to reach out for further discussion.

Regards,

Zehntech Technologies Inc.

santosh.sekwadia@zehntech.com