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Odoo 19 Live Chat workflow: website visitor, chat, chatbot, lead or ticket

We are a real estate developer in Erbil and recently added Odoo Live Chat to our website. Many visitors ask about prices at night when no one from sales is online, and those conversations are simply lost.

Is it possible for the chatbot to ask a few questions, such as name, phone and the project they are interested in, and then create a lead in CRM for our sales team to call the next morning?

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Yes, this is a standard Odoo 19 feature. Live Chat chatbots support a step type that creates a lead, as long as the CRM app is installed. The answers collected earlier in the script are stored in the lead and the conversation transcript stays attached.

  • In Live Chat, open Configuration and then Chatbots, and create a new chatbot script.
  • Add question steps for the visitor's name, phone or email, and a selection step listing your projects.
  • Add a final step of type Create Lead and choose the sales team that should receive it.
  • Open your Live Chat channel, go to its channel rules, select the chatbot and set it to run when no operator is available, or always if you prefer.
  • Test it from a private browser window and confirm the lead appears in the CRM pipeline with the chat history.

Once this works, you can assign leads automatically by team and schedule a follow-up activity, so your sales team starts each morning with a clear call list.

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