Number-based Viber, WhatsApp and Telegram in your CRM via E-chat

E-chat is X10 CRM's official partner for number-based messengers. It connects your company's ordinary phone number in Viber, WhatsApp and Telegram, and X10 CRM turns the chats into a workflow: each conversation is linked to a lead, shared across the team and kept in the customer's history alongside calls and SMS.

#Why a business number instead of a bot

Customers write to the number they see on your website, invoice or a manager's business card. A bot has to be found, subscribed to and answered in a separate window; a number-based channel is the very number people already call. With E-chat that number is handled by the whole team from the CRM, not by one phone on someone's desk.

X10 CRM's official channels remain separate integrations — you can run them alongside E-chat.

#How E-chat works in X10 CRM

1. 01

   The number is activated in E-chat

   You connect your number in the messenger and get an API key.

2. 02

   The channel is added to the CRM

   An admin enters the number and key — the CRM passes E-chat the event address itself.

3. 03

   Messages arrive in the CRM

   Incoming messages, replies from the phone, delivery statuses and calls — within seconds.

4. 04

   Your team replies from the CRM

   From the chat or the lead card — the customer sees the reply from your number.

#What your team gets

• One conversation list for Viber, WhatsApp and Telegram — with the messenger icon and a filter.
• A lead from the first message — a new number creates a lead; a known customer goes to their existing one.
• Write from the lead card — the CRM takes the customer's number itself, even when it's hidden from that manager.
• Auto-reply and assignment — the first message gets an instant answer, conversations are shared in turn.
• AI consultant — can answer first, at night or when nobody replied in time, then hands over with a summary.
• Delivery statuses — see what got through and what didn't (not on the messenger, blocked).
• Replies from the phone show up too — the history stays complete if someone answers from the company handset.
• Private channels — a manager's personal number is visible only to them, selected colleagues and the super admin.

#Viber, WhatsApp and Telegram compared

#Messages don't get lost

Every event from E-chat is written to the CRM's log before it is processed: if something fails, the CRM retries it on its own. Every hour the CRM checks the channel in E-chat and, if the key, payment or number activation needs attention, notifies admins with the reason.

#What you need to connect

• A company number with the messenger you need
• An E-chat account and plan
• An E-chat API key
• An X10 CRM admin to add the channel
• The list of team members who should see the conversations

Step-by-step setup with what to click — in the docs: Number-based Viber, WhatsApp and Telegram via E-chat.

#About E-chat

Plans, number activation and terms of service are on the E-chat website. The CRM side is configured by your X10 CRM admin — you don't need to touch the API yourself.