Set up Chat Journal to Odoo CRM

Chat Journal keeps your Odoo CRM (Customer Relationship Management) records complete by copying the full text of a messaging conversation onto the contact it belongs to. Once a chat session ends, the entire exchange is written to the contact’s page in Odoo, giving your team a searchable record for follow-up and reporting.

Caution

A conversation is journaled only when the recipient number in the chat session is an exact match for the number saved on the Odoo contact. Both values must be identical, including country code and formatting (for example, +1123456789 in each place).

Requirements

Your Cloud Voice system must be running firmware 84.23.0.83 or later.

Before you begin

Make sure the following are in place:

• Cloud Voice is integrated with Odoo CRM.
• At least one messaging channel is set up on the phone system.
• Using the Cloud Voice App, a CRM user (whose account is tied to a phone system extension) has already started an external chat with a CRM contact over that messaging channel.

Turn on Chat Journal

1. Sign in to the phone system web portal and open Integrations > CRM.

2. On the CRM integration page, enable Chat Journal.

3. In the Subject field, enter the title you want each synchronized record to use.

   

   Note

   You can build the subject from variables so each record is labeled dynamically rather than with fixed text.

4. Select Save.

What happens next

When an external chat with a CRM contact closes, whether a user ends it or the system does, Cloud Voice writes the whole conversation to that contact’s details page in Odoo. Messages appear in the order they were sent and carry the channel type, timestamp, sender, and message content.