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Octopia (Cdiscount)

Sales channel … does not allow seller-initiated discussions: what to do

It appears when you press Open Discussion and the order's sales channel has its configuration synced and that configuration does not let the seller start discussions. The action stops before anything is sent to Octopia, and the check looks at the order's channel, not at the subject or the text of the message.

FlexigoTech · Editor in charge: Víctor Gómez · Updated 5 November 2026

Key facts

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

What the message says and what triggers it

The full text is Sales channel … does not allow seller-initiated discussions. In place of the ellipsis you see the code of the sales channel. It is an error: the action stops.

Code-built diagram: the Open Discussion menu, the button and the sales channel message
Diagram built with code from the module's published code (not an Odoo screen): from the menu to the button and on to the message, in Odoo 17, 18, 19 and 20.

It appears when you press the button

The wizard opens from the menu Octopia › Customer Service › Open Discussion. The Octopia step requires the Octopia User permission and the Open Discussion step requires Octopia Manager: if you lack either one, you do not see that step of the menu.

The Open Discussion button is always visible, in Odoo 17, 18, 19 and 20. The message appears when you press that button, and only if the condition below is met. The message is in the published code of Odoo 17, 18, 19 and 20.

Several conditions must hold at once

The module looks at the sales channel of the order the discussion is for. The message appears when all of these are true together:

  • the order has a sales channel;
  • that channel already has its configuration synced;
  • that configuration does not let the seller start discussions.

If any one of them is missing, this message does not appear. In particular, if the channel's configuration is not yet synced, this check does not block.

It is about the order's channel, not about what you typed

The message says the channel's synced configuration does not let the seller open discussions. The subject, the message body, the receiver and the attachments do not enter into this check, so changing them does not get around it. The only thing that decides it is the order's sales channel.

Nothing is sent to Octopia with this message

The check runs before the call to Octopia: when it fires, the action stops and the discussion is not sent. The success entry in the sync log, the one saying a discussion was opened on the order, is written by the module once the creation of the discussion completes, so with this message it is never written.

Other checks come before and after

Before reaching this one, the wizard verifies that a classification is chosen and that the subject and body are within the allowed length, each with its own message. After it comes another channel check, the one on the receiver, which also has its own. If what you see does not mention seller-initiated discussions, this is not the case.

How it looks in other languages

The diagram shows the same text in Spanish, German, French, Italian and Portuguese, taken from the module's published translations.

Code-built diagram: the same message in Spanish, German, French, Italian and Portuguese
Diagram built with code from the module's published translations (not an Odoo screen): in Spanish, El canal de ventas … no permite conversaciones iniciadas por el vendedor.; in German, Verkaufskanal … erlaubt keine vom Verkäufer initiierten Diskussionen.; in French, Le canal de vente … n'autorise pas les discussions initiées par le vendeur.; in Italian, Il canale di vendita … non consente discussioni avviate dal venditore.; in Portuguese, O canal de vendas … não permite discussões iniciadas pelo vendedor.
48 business hours to accept each Cdiscount order. Do it in Odoo
Video: 48 business hours to accept each Cdiscount order. Do it in Odoo

What to do when it appears

  • Look at the channel code in the message and check it is the channel of the order you expected.
  • If it is the right one, this wizard will not open a discussion for that order while the channel's synced configuration still does not let the seller start them. Trying another text, another receiver or other attachments does not change the outcome.
  • If the channel was not the one you expected, check that the discussion is for the right order.
  • Each time you press Open Discussion, the code evaluates the condition again.

The message describes a property of the order's sales channel, not a mistake in what you filled in. Start by identifying the channel the message names, rather than by reviewing the subject or the body.

How FlexigoTech can help

If you are implementing Odoo with Octopia and want to review how your sales channels fit the workflow, or you need a bespoke integration, FlexigoTech implements Odoo 17, 18, 19 and 20 and builds connectors and custom integrations.

The module is a one-off purchase per Odoo version (each version's price is on its Odoo Apps listing, published for 17, 18, 19 and 20) and needs a FlexigoTech Cloud subscription, Connector plan: €49 a month or €490 a year, excluding VAT. The connection goes through FlexigoTech Cloud, which stores the credentials encrypted, watches the synchronisation and emails you if it fails.

Keep reading

What the Submit to Octopia button of Octopia Connector does, step by stepWhat the Submit to Octopia button does in Bulk Invoice Imports: when it shows, what it checks, what it changes and the one error it can raise.What the Import button of Octopia Connector does, step by stepWhat the Import button of Octopia Connector does in Odoo: when it shows, what it imports, what changes, the notice it gives and the log entry it leaves.What the Create Vendor Bill button in Octopia Connector doesWhat the Create Vendor Bill button in Octopia Connector does in Odoo: when it shows, what it checks, what it creates and where it can stop.
Checked in the connector's source code (version 20.0) and the linked sources

Sources