GigNetBot - Bilingual WhatsApp Support Bot with Twilio and Odoo

Overview

GigNetBot is a production WhatsApp support bot for an internet provider. It connects customer conversations through Twilio to business workflows in Odoo, with English and Spanish routing and live-agent escalation.

The challenge

The support team needed a consistent way to verify service contracts, route customers according to contract status and business hours, collect sales-lead details, create support tickets, and move complex conversations or files to human operators.

My role

I worked as the backend and automation developer across the Node.js service, Twilio webhooks, Odoo XML-RPC integration, conversation state, media handling, reliability safeguards, and deployment support.

The solution

I built a bilingual menu flow with contract validation, lead and ticket workflows, business-hour rules, and an Odoo live-chat bridge. Text and media are transferred to operators, and their replies return through WhatsApp. Duplicate-event and echo protection, serialized channel setup, image normalization, and automatic idle-session closure improve reliability.

Technology

Node.js, Express, Twilio WhatsApp API, Odoo XML-RPC, Axios, Multer, and Sharp.

Outcome

GigNetBot combines automated self-service, CRM workflows, ticketing, and live human support in one WhatsApp conversation while keeping customer context connected to Odoo.