Customer Service Solution Development via Odoo, Make & WhatsApp
Budget: €30 – €250 EUR
Odoo + Make (Integromat) + WhatsApp — Customer Service & Notifications
Goal
Build and hand over a production-ready WhatsApp customer-service and transactional-notifications solution with Odoo as the single source of truth and Make as the orchestration layer. Multi-brand, GDPR-compliant, observable, and maintainable.
Systems to Integrate (must-have)
Odoo (v16–v18): Sales, Stock, Helpdesk, Calendar, CRM/Marketing, Loyalty, Electronic Signature, Social Marketing
Make (Integromat): Webhooks, HTTP, Routers, Data Stores, Error handling
WhatsApp Business Cloud API (Meta Graph API) + Meta Business Manager
OpenAI API (for short Spanish auto-replies with guardrails)
Google Sheets (DLQ and ad-hoc data), Looker Studio (dashboards)
Slack or Telegram (alerts)
Systems to Integrate (nice-to-have / already in stack)
WordPress + WooCommerce (orders, stock, web forms)
Landbot and Typeform (lead capture)
MailerLite or similar ESP (drips, recoveries)
Optional next step: Facebook/Instagram DMs via Graph Webhooks, Telegram Bot API
Scope of Work (high-level)
S4a WhatsApp IN (router)
Inbound webhook from WhatsApp → Make.
Deduplicate by message.id; normalize phone (E.164).
Identify or create res.partner in Odoo.
Route by intent: order status, address, opening hours, human handoff, default AI.
Reply in Spanish (texts provided) or create Odoo Helpdesk ticket for agent follow-up.
S4b WhatsApp OUT (event-driven)
Odoo emits events via server actions/cron to Make (custom webhook).
Map model:action to WhatsApp templates and send with parameters.
Log results back to Odoo (mail.message / integration.log).
Retry policy with rate-limit handling.
S4c Agent Reply
Button in Odoo Helpdesk posts to Make and sends WhatsApp reply (text/media).
Log note back into the ticket and update status.
Content & Language
All customer-facing texts in Spanish.
Provide quick replies for Address and Opening Hours, read from Odoo ir.config_parameter.
Provide Spanish templates: pedido_confirmado_v1, pedido_enviado_v1, cita_recordatorio_v1, stock_repuesto_v1, puntos_fidelizacion_v1, postventa_encuesta_v1.
Observability & Reliability
Central watcher scenario (S0) for errors across S4a/S4b/S4c.
Dead-Letter Queue in Google Sheets + manual reprocess scenario.
KPIs: median time to first response, auto-resolved vs handoff, template delivery success, SLA for handoff.
Idempotency for outbound (X-Idempotency-Key) and inbound (Data Store).
HMAC signature Odoo → Make; token hygiene in Make Connections.
Security & GDPR
Minimum PII, no echoing full numbers, consent flags respected (wa_opt_in for marketing).
Retention policy for logs (≤90 days) and erasure endpoint.
Deliverables
Make scenario exports (JSON) for S4a, S4b, S4c (+ S0 watcher).
Odoo server actions (Python) and minimal module for fields/views/buttons/config.
Approved WhatsApp templates in Meta Business Manager.
Environment/config guide and secrets management notes.
Runbook (operations, failure recovery, token rotation, message replay).
Test plan results and UAT sign-off.
Acceptance Criteria
Inbound: correct classification and Spanish replies for order status, address, hours; human handoff creates Helpdesk ticket and sends acknowledgment.
Outbound: templates fire on Odoo events with correct parameters; delivery logged.
Agent replies from Helpdesk reach WhatsApp and are logged.
KPIs and alerts visible; DLQ reprocess works.
Staging first, then production; clear rollback plan.
Required Skills
Odoo backend customization, server actions, Helpdesk, Sales/Stock, Calendar, config parameters.
Make scenarios with webhooks/HTTP/routers/data stores and robust error handling.
WhatsApp Cloud API and Graph webhook verification.
Secure API patterns, HMAC, GDPR practices.
Solid written documentation.
Nice to Have
WooCommerce + Odoo experience, Landbot/Typeform, ESPs (MailerLite).
IG/FB DM integrations, Telegram bots, Looker Studio dashboards.
How to Apply
Provide 2+ relevant WhatsApp Cloud + Odoo + Make references.
Outline your approach to idempotency, retries, DLQ, GDPR, and observability.
Confirm availability, estimated effort, and any prerequisites from our side.
Goal
Build and hand over a production-ready WhatsApp customer-service and transactional-notifications solution with Odoo as the single source of truth and Make as the orchestration layer. Multi-brand, GDPR-compliant, observable, and maintainable.
Systems to Integrate (must-have)
Odoo (v16–v18): Sales, Stock, Helpdesk, Calendar, CRM/Marketing, Loyalty, Electronic Signature, Social Marketing
Make (Integromat): Webhooks, HTTP, Routers, Data Stores, Error handling
WhatsApp Business Cloud API (Meta Graph API) + Meta Business Manager
OpenAI API (for short Spanish auto-replies with guardrails)
Google Sheets (DLQ and ad-hoc data), Looker Studio (dashboards)
Slack or Telegram (alerts)
Systems to Integrate (nice-to-have / already in stack)
WordPress + WooCommerce (orders, stock, web forms)
Landbot and Typeform (lead capture)
MailerLite or similar ESP (drips, recoveries)
Optional next step: Facebook/Instagram DMs via Graph Webhooks, Telegram Bot API
Scope of Work (high-level)
S4a WhatsApp IN (router)
Inbound webhook from WhatsApp → Make.
Deduplicate by message.id; normalize phone (E.164).
Identify or create res.partner in Odoo.
Route by intent: order status, address, opening hours, human handoff, default AI.
Reply in Spanish (texts provided) or create Odoo Helpdesk ticket for agent follow-up.
S4b WhatsApp OUT (event-driven)
Odoo emits events via server actions/cron to Make (custom webhook).
Map model:action to WhatsApp templates and send with parameters.
Log results back to Odoo (mail.message / integration.log).
Retry policy with rate-limit handling.
S4c Agent Reply
Button in Odoo Helpdesk posts to Make and sends WhatsApp reply (text/media).
Log note back into the ticket and update status.
Content & Language
All customer-facing texts in Spanish.
Provide quick replies for Address and Opening Hours, read from Odoo ir.config_parameter.
Provide Spanish templates: pedido_confirmado_v1, pedido_enviado_v1, cita_recordatorio_v1, stock_repuesto_v1, puntos_fidelizacion_v1, postventa_encuesta_v1.
Observability & Reliability
Central watcher scenario (S0) for errors across S4a/S4b/S4c.
Dead-Letter Queue in Google Sheets + manual reprocess scenario.
KPIs: median time to first response, auto-resolved vs handoff, template delivery success, SLA for handoff.
Idempotency for outbound (X-Idempotency-Key) and inbound (Data Store).
HMAC signature Odoo → Make; token hygiene in Make Connections.
Security & GDPR
Minimum PII, no echoing full numbers, consent flags respected (wa_opt_in for marketing).
Retention policy for logs (≤90 days) and erasure endpoint.
Deliverables
Make scenario exports (JSON) for S4a, S4b, S4c (+ S0 watcher).
Odoo server actions (Python) and minimal module for fields/views/buttons/config.
Approved WhatsApp templates in Meta Business Manager.
Environment/config guide and secrets management notes.
Runbook (operations, failure recovery, token rotation, message replay).
Test plan results and UAT sign-off.
Acceptance Criteria
Inbound: correct classification and Spanish replies for order status, address, hours; human handoff creates Helpdesk ticket and sends acknowledgment.
Outbound: templates fire on Odoo events with correct parameters; delivery logged.
Agent replies from Helpdesk reach WhatsApp and are logged.
KPIs and alerts visible; DLQ reprocess works.
Staging first, then production; clear rollback plan.
Required Skills
Odoo backend customization, server actions, Helpdesk, Sales/Stock, Calendar, config parameters.
Make scenarios with webhooks/HTTP/routers/data stores and robust error handling.
WhatsApp Cloud API and Graph webhook verification.
Secure API patterns, HMAC, GDPR practices.
Solid written documentation.
Nice to Have
WooCommerce + Odoo experience, Landbot/Typeform, ESPs (MailerLite).
IG/FB DM integrations, Telegram bots, Looker Studio dashboards.
How to Apply
Provide 2+ relevant WhatsApp Cloud + Odoo + Make references.
Outline your approach to idempotency, retries, DLQ, GDPR, and observability.
Confirm availability, estimated effort, and any prerequisites from our side.