A customer expects the order status in Telegram, the invoice by email, a reminder by SMS. Each channel has its own rules: Odoo provides some out of the box, while others need a separate connection. First, we decide which message suits which channel.

Free diagnostic Odoo: overview

TelegramWhatsAppSMSEmailLive ChatInstagram

Channels

Six channels: what Odoo has and what gets connected

What follows is based on the Odoo 20 documentation and release notes, reviewed on October 25, 2026. A feature not described in the documentation is not labeled “absent”; we mark it “checked during the diagnostic”.

Channel	In the Odoo 20 documentation	Edition and hosting
Telegram	A connection to Telegram is not described in the documentation. The Telegram Bot API is open, and the Apps Store has third-party modules	The module cannot be installed on Odoo Online. A connection through a webhook is possible on Online
WhatsApp	Available: messaging through Meta's Business Platform, templates, a conversation in Discuss	An Enterprise app, stated explicitly in the documentation
SMS	Available: Odoo's SMS service (prepaid credit) or Twilio. Uzbekistan is supported in Odoo's country list	A ready-made connection for a local provider is not described in the documentation: it requires custom setup
Email	Available: incoming and outgoing mail, aliases, templates, mass mailing	On Online, the standard mail server works. For your own domain, SPF and DKIM are required
Live Chat and Discuss	Available: website chat, chatbot, internal communication. The Odoo 20 release notes announce connecting Messenger and Instagram DM to the chat team	Live Chat is in the open-source code repository. A documentation page on the social network connection was not found: checked during the diagnostic
Instagram and social networks	Available: Social Marketing. Post scheduling, stories, analytics. Business accounts only; Instagram connects through Facebook	The app was not found in the open-source code repository; it is likely Enterprise. The edition is confirmed during the diagnostic

Honest scope

What Odoo includes as standard and what we add

Based on the Odoo 20 documentation. If your version differs, we check at the diagnostic.

Goal	In standard Odoo / in an external service	Extra work (BUline)
Sending an SMS to a customer	Available: Odoo SMS (credit) or Twilio. The sender name is 3–11 characters	Text templates, character count, consent flag
Sending SMS through a local provider	Documentation: your own provider does not work out of the box. Eskiz (a local SMS provider) describes an open API	Connecting to the Eskiz API: a module or an intermediate service, status feedback
WhatsApp messaging	Available (Enterprise): templates, Discuss, integration with Sales, Point of Sale, Events	Meta setup, template text and category, roles
Telegram notifications and inquiries	Not described in the documentation	Testing a bot, a webhook chain or a ready-made module
Email	Available	Domain records, aliases, separating the bulk and transactional servers
Website chat and chatbot	Available: chatbot steps create a lead and a ticket	Script, operator duty schedule, linking to CRM and Helpdesk
Instagram and Messenger messaging	Announced in the Odoo 20 release notes; no documentation page found	Requirements are checked during the diagnostic

Choosing a channel

Choosing a channel by message type

This is BUline's recommendation, not Odoo documentation. The choice is made during the diagnostic, based on your customers' habits and whether consent exists.

Message	Suitable channel	Reason
Order status, courier on the way	Telegram or WhatsApp, with SMS as a fallback	Short and fast; the customer can ask a question
Payment reminder, invoice	Email or a WhatsApp template	The document is attached, and the correspondence stays in Odoo
One-time code	SMS	The customer does not need an app
Advertising message	A channel for which consent has been obtained	The law requires prior consent
A website visitor's question	Live Chat	The conversation turns into a lead or a ticket
Internal alert to employees	A Telegram group or Discuss	The responsible employee sees it right away

Telegram: notifications and inquiries through a bot

The Odoo 20 documentation does not describe a Telegram connection. Telegram provides an open Bot API, so the connection is built in one of two ways.

Telegram rules (official documentation)

The bot sends a message over HTTPS using the sendMessage method; the text is 1–4096 characters
It is recommended to send no more than one message per second to a single chat, and no more than 20 per minute to a group
Bulk sending is limited to about 30 messages per second; if exceeded, a 429 error is returned
Incoming messages are received via a webhook (HTTPS, port 443, 80, 88 or 8443) or via getUpdates; the two cannot work at the same time
The start parameter in the link helps tie the customer to an order or a contact in Odoo

Two paths on the Odoo side

A third-party module from the Apps Store: notifications or a chat in Discuss. The version and the author are checked
An Odoo rule (“Send Webhook Notification”) → an intermediate service → the Telegram Bot API. This path also works on Online
The customer's question comes back to Odoo: the intermediate service writes it through JSON-2 into a Helpdesk ticket or a CRM lead. The external API depends on the subscription type. Ways to connect →

Security and errors

The bot token is stored like a password: it is not written into code or a shared chat
In the webhook, the secret_token header sent by Telegram is verified
If Telegram does not receive a 2xx response, it resends the message. To avoid recording it twice, duplicate protection is needed
If the customer is not connected to the bot, a fallback channel (SMS or email) is planned in advance

SMS

SMS: Odoo's own service or a local provider

An SMS can be sent from the customer record, from a sales document or in bulk. The rules depend on the sending method. The SMS and WhatsApp article →

Odoo SMS service

Works on prepaid credit; the credit does not expire
Uzbekistan is supported in the country list, and a custom sender name of up to 11 characters is possible. Delivery to the subscriber depends on local operator rules and is not confirmed in the source
The recipient cannot reply to the SMS
A GSM7 message holds 160 characters; if other characters are present, Unicode holds 70. Above the limit, the message is split into parts (153 and 67)
Whether the apostrophes of the Uzbek letters (in o' and g') fit in the GSM7 table is tested in Odoo's character counter: Unicode increases the number of parts

Eskiz API (open documentation)

A token is obtained and refreshed with a login
Single, bulk and international sending use separate methods
The status (delivered and others) is returned via callback_url or requested by ID, within 30 days
A template goes through moderation; messages are classified as service or advertising
There is a method that checks and replaces special characters
In test mode, only the ready-made texts from the documentation are sent

Connection method

Odoo documentation: your own SMS provider does not work out of the box; an Odoo specialist sets it up
No module for Eskiz was found in an Apps Store search; the search works by name
Enterprise: an upgrade-safe module (Odoo.sh or your own server)
Online: an Odoo rule → webhook → intermediate service → Eskiz
The sending status is visible in the message record in Odoo; on an error, an alert goes to the responsible employee

WhatsApp: a Meta account, templates and conversations

Odoo does not provide WhatsApp itself; it connects to Meta's Business Platform. A personal account and an account of the regular WhatsApp Business app do not work.

Preparation (Odoo documentation)

A Meta business account and developer account, an app and a phone number are required
Meta asks for a payment method for an anti-fraud check
A permanent token is created; switching the app to Live mode requires a link to a privacy policy
The webhook address must be a publicly accessible https address: the Odoo database must be visible to Meta's servers from the internet

Rules (Meta documentation)

Messages are sent only to a user who has opted in to receive them
When the customer writes, a 24-hour window opens: free text is allowed during it, and only an approved template afterwards
There are three template categories: marketing, utility, authentication. A wrong category leads to rejection

In Odoo 20

If the company sends a template and the customer replies within 15 days, a conversation window opens in Discuss
If the customer writes first, the channel operators join a group conversation
A Sales quotation, a Point of Sale receipt and an Events ticket are sent with a template
What's new: a WhatsApp button on the website, abandoned cart, shift schedule, interactive template, number blocking, simplified authentication

Chat and social networks

Website chat, Discuss and Instagram

These channels bring the customer into a single conversation inside Odoo: the inquiry turns into a lead or a ticket.

Live Chat

Channel rules show or hide the chat button depending on the page address
Chatbot steps: text, question, email, phone, forwarding to an operator, creating a lead and a ticket
CRM must be installed for leads, and Helpdesk for tickets
The operator sees the conversation in Discuss

Discuss

Internal channel, direct messages, chatter on records
By default, the notification goes to email; if “Handle in Odoo” is selected, it lands in the Discuss inbox
Mobile: the recommended PWA app delivers push notifications

Instagram and Facebook

Social Marketing: posts, scheduling, analytics, a lead from a comment, stories in Odoo 20
Business accounts only; the Facebook page administrator grants access
According to the documentation, if a very large number of pages (about 40 in the example) are connected in one company, Odoo runs into difficulties
Messenger and Instagram DM: new in Odoo 20; the requirements are checked during the diagnostic

Email: outgoing, incoming and bulk mail

Email is the simplest channel, but deliverability depends on the domain setup. If the setup is wrong, the email lands in spam.

Outgoing

On Online and Odoo.sh, mail works without configuration; the email goes out from the database subdomain
For your own domain, SPF, DKIM (the odoo._domainkey record) and DMARC are required. On Online, DKIM is mandatory for DMARC to pass
On Online and Odoo.sh, port 25 is blocked: ports 465, 587 or 2525 are used
Separate servers can be allocated for transactional and bulk mail

Incoming

An email arriving at the sales team's alias becomes a lead, and one arriving at the Helpdesk team's alias becomes a ticket
On Online, only the subdomain created together with the database works
For your own domain, emails are forwarded or a mail server is connected
An OAuth connection is described for Gmail and Outlook

Bulk

Odoo's mail server is intended for transactional mail and small-scale marketing
The daily limit depends on the database type and apps; on Online, the page shows the limit
Those who unsubscribe are added to a blocklist
For a large list, a separate bulk mailing service is connected

Uzbekistan

Legal requirements for sending messages

Even when the technical connection works, sending messages needs a legal basis. The following is taken from lex.uz; for a legal opinion, consult a lawyer.

Advertising consent

Article 30 of the Law “On Advertising”: advertising during a telecommunications service is distributed if the subscriber has given prior consent
Resolution PQ-265 (July 15, 2026), clause 11: from November 1, 2026, written or electronic consent is required for offers by SMS, and advertising messages are not distributed from 18.00 to 09.00
Odoo's unsubscribe link does not replace consent (BUline's conclusion)

Personal data

A phone number and correspondence are personal data
Part 3 of Article 27¹ of the law: data other than the groups listed in part 2 (biometric, genetic, telecom operator users) may be processed abroad if one of three conditions is met
We find out from the provider's documentation where its server is located. Details →

Proving consent

The contact record stores the date, source and channel of consent
A campaign is sent, using a filter, only to contacts who have given consent
If the customer says “stop”, the flag for that channel is set immediately

A hypothetical day

How an order status reaches the customer

The example is hypothetical: no figures, only to show the mechanism. An online store sends the order status in Telegram, and if the customer asks a question, it comes back to Odoo.

The order page has a “Track in Telegram” link; the order number is passed as the start parameter
When the warehouse confirms delivery, an Odoo rule sends a webhook to the intermediate service
The service sends the message through the Telegram Bot API. A customer not connected to the bot receives an SMS, provided consent exists
If the customer writes “where is the courier?”, the question turns into a Helpdesk ticket, and an operator answers in Discuss
On an error, the record goes to the “failed” list and an alert is sent to the responsible employee

—

The BUline Method

How we implement messaging channels

The stages follow the general BUline Method. The timeline is agreed in writing after the diagnostic. Implementation process →

01Diagnostic1–2 weeks

Which message suits which channel, where customers write, whether consent exists, Meta and provider accounts. Result: a business requirements document (BRD).

02Architecture1–3 weeks

The channel and the connection method (documentation, module, intermediate service) are chosen, hosting is confirmed, and the template and consent rules are written down.

03Testing and sprints8–16 weeks

The connection is tested in a copy of the database: a test database is created with no external messages sent. The template is approved in Meta, the status feedback is checked, followed by a pilot.

04Training

Operators, salespeople and managers are trained by role: taking over a conversation, sending a template, checking consent. We provide an instruction manual and video lessons.

05Post-launch support30 days + ongoing

After launch, 30 days of enhanced support, then agreed ongoing support. When Odoo or the provider changes, the connection is tested again.

Preparation

What to gather before we start

This list speeds up the diagnostic. We can start even if not everything is ready.

Accounts

A Meta business account and a phone number
A contract with the SMS provider, the sender name
The owner of the Telegram bot (BotFather account)

Messages

Which message is sent on which event
Text samples in Uzbek and Russian
Working hours: whether messages should be held back at night

Consent and domain

The customer list and the source of consent
Access to the email domain and DNS records
Hosting type: Online, Odoo.sh or your own server

Mistakes

Common mistakes and how to avoid them

Mistake	Consequence	How we prevent it
Deciding on hosting after choosing a module	Third-party modules cannot be installed on Online	Agree on hosting before choosing a channel
Leaving the Meta setup until last	Until the app is switched to Live, messages go only to test numbers	Prepare the account, payment method and privacy policy link at the start of the project
Testing in the production database	A test message goes to a real customer	Testing only in a copy of the database, with external actions disabled
Not checking consent	The advertising law is violated	A campaign only to contacts with consent
Storing the token and key in a shared place	The key leaks, and someone writes in your name	The key is held only by the bot user, and its validity period is monitored

FAQ

Frequently asked questions

Can Telegram be connected to Odoo?

The Odoo 20 documentation does not describe a Telegram connection. Telegram provides an open Bot API, the Apps Store has third-party modules, and a connection can also be made by sending a webhook from an Odoo rule. Which path fits depends on the hosting and the requirements: we choose it during the diagnostic.

Can SMS be sent from Odoo through Eskiz?

Eskiz has open API documentation, but according to the Odoo documentation, your own SMS provider does not work out of the box. The connection is built with a module or an intermediate service. The Eskiz contract and a test environment are requested during the diagnostic.

What is needed for WhatsApp?

The Enterprise edition, a Meta Business Platform account, approved templates and a publicly accessible https address. A personal account does not work. Until the Meta app is switched to Live, you can message test numbers only.

Do these channels work on Odoo Online?

WhatsApp, Live Chat, email and Odoo's SMS service work on Online. Third-party and custom modules are not compatible with Online, so for Telegram and Eskiz the path through a webhook and an intermediate service is chosen. Hosting types →

In which alphabet should an SMS be written to keep the cost lower?

According to the Odoo documentation, a GSM7 message fits 160 characters, and Unicode fits 70. We will test in Odoo's character counter which of the Uzbek letters switch a message to Unicode, and write the text accordingly.

Is permission needed to send a customer an advertising message?

Yes. The Law “On Advertising” requires the subscriber's prior consent. Resolution PQ-265 sets written or electronic consent for offers by SMS from November 1, 2026. Ask a lawyer how messages such as an order status differ.

How much does the service cost and how long does it take?

The Odoo license depends on the number of users and apps (terms are at odoo.com); WhatsApp is an Enterprise app. The terms of channel providers are separate. The scope of BUline's work depends on the number of channels, templates, the connection method, branches, customization and training. The exact cost and timeline are given in a written proposal after the free diagnostic.

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