Integrations
Odoo integration with your phone system and contact center
Odoo combines CRM and ERP: customers, deals, orders, invoices, and inventory in one place. We link it to your phone system via the Odoo API. On a call, the agent has the customer's orders, payments, and stock levels in front of them; afterwards, the recording and chat messages land in the contact's history.
- Call logged to the customer record
- Task created: call back
- Recording attached
Capabilities
What you get with Odoo
Options
Three ways to work with Odoo
It comes down to where your agents work – in Odoo or in a separate platform window. The answer can differ by department.
The Odoo record opens on the call
An incoming call brings up Odoo in the agent's browser: an existing customer's contact with their orders, or, for a new caller, a fresh opportunity with the phone number and dialed line prefilled. A good fit when your team lives in Odoo and needs orders and invoices visible from the first second.
- Number and line filled in automatically
- Transferred calls arrive with the record
- Customer's orders and invoices visible at once
CONTACT.WORK customer profile with Odoo data
Agents talk to customers from CONTACT.WORK and don't need to open Odoo. On a call, the profile pulls in the customer, their orders, and order status from Odoo. After the call, an opportunity, activity, or helpdesk ticket is created in Odoo through the API.
- Customer and order data in one profile
- No extra Odoo licenses for agents
- Sales and inventory teams see the outcome in Odoo
- Deal "Order #1024" created
- Owner: sales manager Oleg
Contact center inside Odoo
If Odoo is the only app your company uses, we build call handling into it. Agents take calls right in Odoo, and supervisors monitor call volume there and can join a call. Embedding requires our Odoo module, so this option works for Odoo.sh and self-hosted Odoo. It isn't related to Odoo's built-in VoIP.
- Queues and agent statuses in Odoo
- Call monitoring and whisper coaching
- Contact center reports
| Oleg | On call 02:14 |
| Maria | Available |
| Igor | Break |
We'll pick the right option during discovery.
How it works
What you get with every option
Chatter
All messages and calls in Odoo chatter
Each call is posted to the chatter of the contact or opportunity with its time, duration, result, and recording. Messaging app conversations with the customer show up there as well. A missed call can turn into an activity for the owner immediately.
- Recording opens from a chatter link
- Missed call becomes an activity, if configured
- The customer's full history in one chatter
- Incoming call · 3:12Anna · ▶ recording
- Telegram"When will it arrive?"
- Task: call backafter a missed call
Departments
Sales and inventory keep working in Odoo
Sales reps, warehouse staff, and accounting keep working in Odoo: they call customers by clicking the number in a record (except on Odoo Online) and see every past conversation. When a repeat customer calls, the platform routes them straight to their account manager, using the owner field from Odoo.
- One click on the number in a record
- Repeat customers go straight to their rep
- Conversations visible to everyone who works with the customer
- ▶ Call recording 3:12 · yesterday
- Incoming call → routed to Oleg
Setup
How we connect Odoo
- 01DiscoveryWe review which Odoo apps you use – CRM, Sales, Inventory, Accounting, Helpdesk – and decide what data agents need during a call.
- 02AccessYou create an Odoo integration user with an API key and the right permissions, and send us your numbers, carriers, and messaging channels.
- 03DevelopmentWe build the integration on the Odoo external API around your apps, fields, and customizations, including third-party modules.
- 04WorkflowsWe decide what a call creates – an opportunity, activity, or ticket – and map agents to Odoo users and queues to lines.
- 05TestingBefore go-live we run every call and message scenario – transfers, unanswered calls, after-hours – and confirm from the report that each one reached Odoo.
- 06LaunchWe walk your team through the new workflow, turn on the integration, and watch the reports closely for the first few days.
Requirements
What you need to connect Odoo
- Odoo
- Community or Enterprise – on your servers, on Odoo.sh, or Odoo Online on the Custom plan
- Versions
- Odoo 18, 19, and 20
- Access
- An Odoo integration user with an API key and permissions for the apps you need
- Telephony
- Your numbers and carriers connected to the platform
- Hosting
- Our cloud or your server with access to Odoo
- Timeline
- Depends on your apps and workflows; we estimate after discovery
- Cost
- Development billed hourly under your support plan
Preparation
Questions for your Odoo kickoff call
Q&A
Frequently asked questions
How do I connect a phone system to Odoo?
We use the Odoo external API and fit the integration to your apps and fields. Calls go through CONTACT.WORK over your own carriers, and Odoo gets the call details plus a recording link. Odoo's built-in VoIP isn't required.
What does the agent see from Odoo during a call?
Who's calling and from which company, open opportunities, orders and their status, unpaid invoices – everything needed to answer without switching windows. We decide which fields to show during discovery.
Where are call recordings stored?
Audio files are stored in CONTACT.WORK, not in Odoo. Odoo keeps a link to the recording, so your Odoo database doesn't grow with audio files.
Which Odoo versions are supported?
The latest versions, Odoo 18, 19, and 20 – both Community and Enterprise.
Does it work with Odoo Community?
Both editions have the external API, so the integration works with Community and Enterprise. The difference is in the apps: Helpdesk, for example, is Enterprise-only, so in Community we create an opportunity or activity after a call.
Does it work with Odoo Online?
It does on the Custom plan, which includes external API access. The Standard and One App Free plans have no API access, so the integration can't connect to them. Click-to-call and the contact center inside Odoo run through our module, and modules like that install only on Odoo.sh or your own servers, so they aren't available on Odoo Online.
Can you work with our customizations and third-party modules?
Odoo is often customized or extended with modules from the app store. We account for that: during discovery, we look at which fields and modules you actually use.
Which option should I choose?
If agents never leave Odoo, the tab with the record is enough. For a large team with heavy call volume, the CONTACT.WORK window with data sent to Odoo works better. If the whole company uses Odoo, we put the contact center right inside it. You can also combine options.
Do we need to pay for Odoo seats for agents?
Not for agents working in CONTACT.WORK: the platform creates opportunities and activities for sales reps in Odoo itself. In Enterprise, you need one Odoo user for the integration, and paid licenses only for people who open Odoo themselves. Community has no paid licenses at all.
What happens to calls if Odoo is down?
Calls run through the platform and don't depend on Odoo, so conversations aren't interrupted. When Odoo is back, the platform sends the call data automatically. The report shows, for each call, what was sent to Odoo and when.
Can Odoo users access contact center data through AI?
They can, if their AI works with CONTACT.WORK through the MCP server. Then a question like "Which customers complained about delivery last week?" gets an answer with names and quotes from conversations.
How much does an Odoo integration cost?
It's billed hourly: an hour on the Pro plan costs $60, and Maxi plan customers already have hours included in their plan. We give you the scope after discovery and start once you approve.
Glossary
Terms on this page
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
- On-premises deployment
- The system runs on the company's own servers, not in the vendor's cloud. Learn more →
- CRM – customer relationship management
- Where a company keeps its customers, deals, and full communication history. Learn more →
- ERP – enterprise resource planning
- Orders, inventory, and finance in one system. Learn more →
- Hosting
- You rent a server from a provider instead of buying one. Learn more →
- MCP (Model Context Protocol)
- An open protocol that lets AI work with the data and actions of other systems. Learn more →
- Supervisor
- Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
- Whisper coaching
- Supervisor coaching that only the agent can hear. Learn more →
- Cloud deployment (cloud)
- The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
- Call recording
- Calls are saved so they can be replayed and disputes settled. Learn more →
- Connector
- A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
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