01Communication · module
WhatsApp Business for teams
Shared inbox for customer WhatsApp messages, connected to CRM and sales opportunities
- WhatsApp conversation
- WhatsApp message
- Sales opportunity
- Document
- Contact
- Lead
- Company
- 13
- capabilities
- 7
- record types
- 3
- automations
- 2
- integrations and AI tools
02What the module does
Less routine. More value.
The WhatsApp integration brings a shared inbox for customer messages into Draivix via the WhatsApp Business Cloud API. Each customer has a single thread matched by phone number to a contact, lead, or company. With one click, you can turn a conversation into a sales opportunity so WhatsApp inquiries never stay trapped on someone’s phone.
- Inquiries never get lost on a phoneCustomer messages arrive via the WhatsApp Business Cloud API, and Draivix verifies the signature on every webhook delivery, keeping all communication inside the company.
- One customer, one threadDraivix maintains a single thread for each customer phone number. Whoever takes over the conversation sees the entire prior discussion in one place.
- Threads linked to customersEach thread is matched by phone number to a contact, lead, or company. When viewing a customer record, you can immediately see everything discussed over WhatsApp.
- Shared numbers stay organizedWhen multiple records share a phone number, you can set the priority order in which they are matched. The thread lands right where your team expects it.
- Reply with text, images, or voiceReply directly from a thread with text, a captioned image, or an audio message. You can send photos or voice replies to customers straight from the system.
- Reply to a specific messageYou can reply directly to a specific customer message. In longer conversations, it stays clear which question your answer refers to.
- See when customers read your messageEvery sent message shows its status—sent, delivered, read, or failed with an error description. You always know whether to wait for a reply or resend the message.
- Attachments stored as documentsIncoming attachments are saved as documents, with previews loaded on demand when viewed. Customer images and voice recordings remain easy to find right in the conversation.
- Turn chats into sales opportunitiesCreate a sales opportunity straight from a thread, with the conversation transcript inserted into its description. Sales reps immediately see what the customer needs without retyping anything.
- Clear ownership for every threadAssign threads to a user and track their status as open, closed, or blocked. Everyone knows who is handling a conversation and what has already been resolved.
- Live conversations without refreshingNew messages appear in open threads in real time without refreshing the page. Chatting with customers feels just as smooth as on a phone.
- Send messages from external systemsOther systems in your company can also send messages via the API, letting you include WhatsApp in workflows running outside Draivix.
- Numbers without a country codeNational numbers without an international dialing code are converted using the default country (CZ by default), so customer matching works even for domestic number formats.
What is currently in progress
- Template messages are not supported. You can only message a customer within 24 hours of their last message, and you cannot initiate a conversation first.
- Only text, images, and audio messages can be sent; Draivix receives videos, documents, and other message types, but cannot send them.
- Failed messages are not retried automatically; they must be resent manually.
- The AI assistant does not have dedicated tools in this module.
03How it works
How it works step by step.
How it works
Your company connects its WhatsApp Business number via Meta’s Cloud API. Customer messages arrive in Draivix through a webhook that verifies the message signature and are grouped into one thread per customer phone number. New messages appear in an open thread without refreshing the page.
Read in detail
Each thread is matched by phone number to a contact, lead, or company. You can customize the priority order in which these records win when a number is shared. Once a person manually links a thread to a record, the system will never overwrite their choice.
Replying to customers
From a thread, you can reply with text, an image with a caption, or a voice message, including as a direct reply to a specific message. Every sent message shows its status: sent, delivered, read, or failed along with the error description.
Read in detail
Incoming images, audio recordings, and other attachments are logged as documents. Previews are loaded from Meta when viewed and are not stored in Draivix. A thread can be assigned to a colleague, closed, or blocked.
Turn a conversation into a sales opportunity
With one button, you can create a sales opportunity from a thread. A shortened transcript of the conversation is placed in the description, the close date is set to 14 days, and following up on the conversation is recorded as the next step. If an opportunity already exists, the system reuses it and links the thread to it.
Read in detail
An administrator can add custom buttons and conversions—such as converting a thread into a lead or task—as well as automation rules that notify the owner when a new incoming message arrives.
04What runs automatically
Automations that save time.
New threads linked straight to customers
When a new thread starts, the system matches it by phone number to a contact, lead, or company. Any manual assignment made by a user is never overwritten.
Status updates from Meta receipts
When Meta confirms delivery or reading, the system updates the message status automatically. Your team sees what happened to the message without having to check manually.
Incoming messages trigger rules
When a customer message arrives, an automation rule can respond—for example, by notifying the record owner. Administrators configure these rules to match your company’s workflows.
External integrations
- Meta WhatsApp integrationMessages flow between customers and Draivix through the WhatsApp Business Cloud API (Meta Graph). Connect your company’s WhatsApp Business number and let your team work from a shared inbox.
- Signature-verified messagesMeta delivers messages via a webhook—an automated call to Draivix—signed with HMAC-SHA256. The system verifies the signature and accepts only messages with a valid signature.
05Frequently asked questions
Can multiple team members reply on WhatsApp?
Yes. Messages arrive in a shared inbox in Draivix, where a thread can be assigned to a specific colleague while remaining visible to the rest of the team.
Can I message a customer on WhatsApp first?
Not in this version. Template messages required by Meta to initiate a conversation are not supported. You can reply within 24 hours of the customer’s last message.
How is a conversation linked to a customer in the CRM?
By phone number. The thread is matched to a contact, lead, or company, and manual assignments are never overwritten by the system.
What types of messages can be sent from Draivix?
Text, images with captions, and audio messages. Draivix receives and displays other message types.
- CRM and sales pipelineProspects, leads and sales opportunities with controlled stages, forecasting and cashflow
- Companies, contacts and activitiesA single directory of companies and contacts, tasks, meetings, calls and AI meeting notes
- Documents and print templatesDocument library, PDF printing from customizable templates and signable forms
- Automation and workflowsNo-code “when X happens, do Y” rules and scheduled recurring records
- Telephony and softphone in CRMBrowser and mobile calling, smart routing, and every call logged on the customer record
- Business email in ERPAll company inboxes in one system, linked to customers and orders
Let’s start together
Tell us how your business works.
We will show you what a system that takes over part of that work could look like.
Book a consultation