Telephony and softphone in CRM

02What the module does

• Call from browser or mobileThe softphone—a phone right on your computer—runs in the browser and mobile app on top of LiveKit. Your team can make and take calls wherever they are working.
• Click any number to callEvery phone number in Draivix is clickable and dials immediately from your selected line. Nobody has to copy numbers from the screen into a phone.
• Dedicated lines for specific usersYou can assign a line to specific users while other lines stay shared. A sales rep can have a personal number while the rest of the team uses shared lines.
• Rings the person who knows the customerAn incoming call rings the person who last called that number or customer within the configured window (30 days by default). The customer speaks with someone who already knows their case.
• No call goes without a targetWhen a call does not match a recent caller, it rings the record owner, and if there is no owner, all operators. Every incoming call has a clear destination.
• Rings others if nobody answersIf nobody picks up within the set time (20 seconds by default), the call starts ringing for other operators. The first person to answer takes it, so the customer is not left waiting for one person.
• Every missed call has an ownerA missed call is assigned to its original target—the person it was meant to ring for first. They know to call back, and nobody has to ask who is handling it.
• Every call logged in CRMCalls are logged automatically as an activity on the contact, lead, or company based on the phone number. Phone conversations are always visible in the customer’s history.
• Live call transcriptionWith Soniox, both sides of the call are transcribed in real time and saved to the activity. Audio is not recorded. You can review what was discussed without taking notes on the fly.
• Call summary ready in the activityThe system generates a call summary from the transcript and saves it in the activity description. Colleagues can see what was discussed without reading the whole transcript.
• Calls from external systemsCalls made outside the softphone, such as through an auto-dialer, can be logged via the API. The customer’s history then includes calls from other systems as well.
• SMS straight from the recordSend or reply to an SMS directly from the customer’s record. The message stays with the customer, and nobody has to text from a personal phone.
• Incoming SMS finds the customerAn incoming SMS is matched to a record by phone number and triggers a notification. A customer’s reply never gets lost on a phone nobody is watching.
• Rule-based SMS sendingThe “send SMS” automation action texts a customer automatically—for example after a deal is won. You can define the recipient by a fixed number, the record’s phone field, or related records.
• Incoming call indicator in the headerAn indicator in the application header alerts you to an incoming call. You will spot it even while working on another screen in Draivix.
• All 15 capabilities in a single module

05Frequently asked questions