Get to know Docvivo: an overview
Learn how a message becomes a potential and moves on to an offer and an appointment in Docvivo CRM, and what each section of the left menu is for.
3 min readUpdated: October 8, 2026
Docvivo lets you follow a customer who reaches you by message or through an ad form on a single record, from the first message all the way to the appointment. This article walks you through Docvivo's core flow and what each menu is for. If you're just getting started, start here.
A customer's journey in Docvivo
- A message arrives. Messages sent to your Instagram, Facebook Messenger and WhatsApp Business accounts land in the shared inbox under the Meta menu. The chat is assigned to a representative based on the Meta Pipeline, and if you like, the first message gets an automatic greeting.
- It becomes a potential. A potential is the record of someone who could turn into a sale. A record is created automatically for people who message you on WhatsApp for the first time and for people who fill in your Meta ad forms. On Instagram and Messenger, the representative creates the potential from the chat with one click. You can also add potentials manually, from Excel or from Google Contacts.
- Its state moves forward. Every potential moves through the states you define. You get an alert for records that don't move forward within a set time.
- An offer goes out. The offer you prepare from a template goes to the customer as a link. The offer's status changes when the customer opens the link and when they accept or reject it.
- An appointment is booked. You create the appointment from an accepted offer or directly from the potential. The calendar respects location, operation and user limits. You can set up WhatsApp follow-up messages for before and after the appointment.
- It shows up in your reports. The dashboard and representative performance report show every one of these steps in numbers.
What's in the left menu?
| Menu | What it's for |
|---|---|
| Dashboard | Appointment, potential and offer summaries, upcoming appointments |
| Appointment | The appointment calendar and lists, appointments awaiting approval, follow-up messages |
| Reports | Sales and progress reports, representative performance |
| User | Your teammates and their individual settings |
| Potential | Potential lists, state alerts, the recycle bin |
| Offer | All offers, plus your own offers |
| Reminders | Notes and reminders you've added to records |
| Meta | The Instagram, Messenger and WhatsApp inbox |
| Definitions | States, pipelines, operations, locations, offer and follow-up templates |
| Integrations | WhatsApp Business, Instagram, Facebook and Google connections |
| Settings | Language and theme, company info, closed days, IP restriction, subscription |
Customer records created for people who book appointments are kept in a separate menu.
Working with lists
Most lists in Docvivo work the same way: click New to add a record, and click a row to open the actions for that record (Edit, Delete and others). Use the filters and date options to narrow a list down.
Frequently asked questions
Where should I start?
First create your account and complete the initial setup, then connect your WhatsApp number.
Where can I get help if I get stuck?
Open the Help Center at the bottom of the left menu and create a New Ticket. You can also reach our team through our contact page.