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Helpdesk AI Assistant

Setting up Helpdesk AI Assistant in Odoo: what the listing does not show

Getting Helpdesk AI Assistant running mainly means configuring each mailbox properly: IMAP details, outgoing server, company and the Enabled checkbox. After that, it helps to know the validation messages for canned responses, rules, ratings and GDPR requests, because each one tells you exactly what is missing. Here are those details, one by one, plus what to look at in the first few days.

FlexigoTech · Editor in charge: Víctor Gómez · Updated 4 November 2026

Key facts

Versions
Odoo 17, 18, 19 and 20
Checked
in the module's source code, version 20.0 · against the sources linked at the end
Reading time
4 min

Before you enable the mailbox

The mailbox has more fields than the email address

A mailbox configuration is more than an address. The form brings together these fields, each with its technical name in brackets:

  • Configuration Name (name) and Email Address (email_address), both text fields.
  • IMAP Host (imap_host), IMAP Port (imap_port), IMAP SSL (imap_use_ssl), IMAP Username (imap_username) and IMAP Password (imap_password).
  • Outgoing Mail Server (smtp_server_id), a field that points to another record.
  • Enabled (enabled), a checkbox.
  • Auto-assign To (auto_assign_user_id) and Default Category (category_id), also fields pointing to another record.
  • Last Fetch Date (last_fetch_date), a date and time.
  • Company (company_id).

Have your mail provider's details to hand before opening the form: IMAP host, port, username and password, and whether the connection uses SSL. That way you can fill it in in one go.

The mailbox company sets where tickets are created

The module itself explains the Company field: the tickets for emails arriving in that mailbox are created in that company. If several companies share your Odoo database, check this field on every mailbox you set up. It is a single field, but it decides which company each ticket from that address lands in.

Messages you will come across while configuring

A canned response cannot have an empty body

If a canned response has no text in its body, the module rejects it with Canned response body cannot be empty. The fix is simple: write the body of the response and save again.

List of canned responses with name, body, tags, usage and creator columns
The canned responses list, with five demo-data records created by Mitchell Admin.

Depending on the rule type, field and value are required

When creating a rule you may see Condition field and value must be specified for this rule type. The message says that, for that type of rule, the condition field and the value are mandatory. Fill in both; if you do not want a condition, check the rule type you have chosen.

Ratings only go from 1 to 5

The module validates the score and, if it falls outside the range, shows Rating must be between 1 and 5. Got: %s. If you see it while importing or loading data, check the rating column: any value outside that range stops the record.

A GDPR request covering another company is not completed

This is the message worth understanding before it ever appears: This GDPR request also covers tickets of a company you do not work in, so it was not completed and nothing was anonymised. Someone who works in all their companies has to complete it. What the module is saying is that the request includes tickets from a company you do not work in, so it has not been completed and nothing has been anonymised. There is no half-finished state to tidy up. The fix the message itself gives is for someone who works in all the companies involved in that request to complete it. If you run several companies, decide early on who will have that access.

Subscription, versions and price

If the subscription stops, your data stays in your Odoo

Helpdesk AI Assistant is a module with a FlexigoTech Cloud local service. Without a subscription, or with the service suspended, whatever the subscription provides stops, but the data stays in your Odoo. The local service costs €29/month or €290/year excluding VAT (Pro: €58/month or €580/year excluding VAT).

The module is published on Odoo Apps for 17, 18, 19 and 20, at €9 per Odoo version excluding VAT, a one-off payment per version. With the subscription, the module for new Odoo versions is included if you bought it on flexigotech.com; on the Odoo App Store, each version is bought there, from its listing.

What to look at in the first week

Once the mailbox is configured, spend some time going through the lists the module adds:

  • On each mailbox: the value of Enabled, the Company and what appears in Last Fetch Date.
  • In canned responses: that each body contains the text you actually want to send.
  • In categories: that the ones you will use are there and ticked as active.
  • In API keys: which ones exist, who created them and whether they are active.
List of categories Billing, Technical, Access, Shipping and GDPR with description, sequence and Active checkbox
The categories list, with five records and the Active box ticked on all of them.
List of API keys with a single active QA API Key record created by Mitchell Admin
The API keys list with a single demo-data record.
Walk-through of the AI provider, annual statistics, API key and canned response lists
A pass through four of the module's lists: AI providers of type Local / Ollama, statistics by year and jurisdiction, API keys and canned responses.

How FlexigoTech can help

FlexigoTech implements Odoo 17, 18, 19 and 20 and builds custom connectors and integrations. If you would rather we set up the mailboxes with you, review how your companies are split before you handle GDPR requests, or adapt the module to the way you work, get in touch through the module page.

Keep reading

Setting up EU Digital Services Act Compliance Suite in Odoo: a case from start to finishA worked case for setting up EU Digital Services Act Compliance Suite in Odoo: key fields, the states each record uses and what to check in week one.EU Digital Services Act Compliance Suite: does it fit and which Odoo version?What EU Digital Services Act Compliance Suite covers and leaves out according to its listing, what to prepare first and which Odoo version to use.How German Supply Chain Due Diligence Act (LkSG) Compliance works inside OdooMenus, scheduled actions and records of the German Supply Chain Due Diligence Act (LkSG) Compliance module for Odoo 17, 18, 19 and 20, explained in order.
Checked in the module's source code (version 20.0) and the linked sources

Sources