Meet customers on WhatsApp. Support them where they already are

Rich messaging with attachments, quick replies, and full conversation history. Your team handles WhatsApp alongside every other channel.

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WhatsApp support, built into Dixa

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Rich messaging

Send images, documents, and attachments
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Quick replies

Templated responses for common questions
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Intelligent routing

Route conversations by language, region, or team
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Full conversation history

WhatsApp messages in the same timeline as every other channel
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Business API integration

Official WhatsApp Business API, fully supported
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24/7 availability

Set up auto-replies and contact forms for after hours"

Customers message on WhatsApp. Your team responds from one inbox

No app-switching, no separate queue. WhatsApp conversations appear alongside chat, email, and phone, with full customer history attached.

  • Respond to WhatsApp from the same workspace as every channel
  • See orders, past conversations, and customer data in one view
  • Route by language, region, or team automatically
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WhatsApp conversations live alongside everything else

No separate inbox. WhatsApp messages appear in the same workspace as chat, email, and phone–with full customer history attached. Your team sees one conversation, not scattered threads.

  • Unified inbox across all channels
  • Full customer context from every interaction
  • No switching between tools

Rich messaging that feels native

Send images, documents, and quick replies. WhatsApp in Dixa feels like WhatsApp–customers get the experience they expect, your team gets the tools they need.

  • Images, PDFs, and attachments
  • Quick replies for common questions
  • Native WhatsApp experience for customers
Dixa’s automation and incredible AI agent assistant have greatly enhanced our efficiency and productivity."
Erica Piccolomini
Chief Customer Officer at Stayforlong
Read the case study
Since partnering with Dixa, we've nearly doubled the workload achieved each day–resulting in extremely positive customer satisfaction and very happy teams."
Natasha Sims
Operations Director at Oliver Bonas
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To enhance our CX, we knew that the business needed a unified platform to reduce silos across channels and teams. Dixa's one-screen wonder has been a game changer that keeps our workflows seamless."
Rhys Howells
Head of Customer Service at Rapha
Read the case study
-33%
contact per booking
-50%
email backlog
90%
CSAT
2x
productivity/hour
+14%
improvement in CSAT scores
+17%
increase in customer retention

Frequently Asked Questions

Can I use WhatsApp for customer service?

Yes. Dixa supports WhatsApp Business natively. Customers message your business on WhatsApp, and conversations appear in the same queue as email, phone, and chat. Agents respond from one screen without switching to a separate WhatsApp app.

How do I connect WhatsApp to Dixa?

Connect your WhatsApp Business account through Dixa's setup wizard. Once connected, WhatsApp messages flow into your unified queue. You can set up routing rules and auto-responses.

Why should I offer WhatsApp support?

WhatsApp has 2+ billion users globally and is the preferred communication channel in many markets. Customers already use it daily — meeting them there reduces friction. It's especially critical for international ecommerce, travel, and brands targeting younger demographics.

Is WhatsApp synchronous or asynchronous?

WhatsApp is asynchronous by nature — customers send messages and expect responses within hours, not seconds. This makes it less demanding than live chat while still feeling personal and immediate. Agents can handle multiple WhatsApp conversations simultaneously.

Can I send proactive WhatsApp messages?

Yes, within WhatsApp Business API rules. You can send order confirmations, shipping updates, appointment reminders, and other approved message types. Proactive messaging keeps customers informed and reduces inbound "where's my order?" volume.

Does WhatsApp support rich media?

Yes. Customers can send images, videos, documents, and voice messages via WhatsApp. Agents see all media in the conversation timeline. This is useful for returns (customer photos of damaged items), troubleshooting, and document collection.

What's the difference between WhatsApp personal and WhatsApp Business?

WhatsApp Business is designed for companies — verified business profiles, automated messages, catalog integration, and API access for platforms like Dixa. Personal WhatsApp doesn't support these features and isn't suitable for customer service at scale.

Can I route WhatsApp by language or region?

Yes. Dixa detects customer language and can route WhatsApp conversations to agents who speak that language. You can also route by phone number prefix (country code) to regional teams.

See what Dixa can do for you

Book a call with our team and discover how brands like yours handle more with less.

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