Louis Roberts Blog: 3CX V16, Update 7 Alpha Integrates Facebook and SMS Messaging!

Did you hear this? 3CX’s new update 7 Alpha now supports Facebook integration and SMS messaging! This version also comes with new improvements to 3CX Live Chat including:

One central location for SMS, FB and Live Chat messages.
Easy search and filtering of chat conversations.
Messages received via Facebook, SMS or Live Chat are linked to your CRM.
New chat reporting including chat performance and abandoned chat reports.
Queue manager capabilities extended to monitor / whisper during live chat.

Let’s look at some details:

Facebook and SMS Integration

Users are able to reply to their Facebook business messages and business text messages via the chat feature included in the 3CX web client and smartphone apps. The web client allows you to compose messages to a contact or internal user group. Easily distinguish between SMS, Live Chat and Facebook messages with an icon indicator.

With this new integration, users are enabled to manage multiple channels under one platform and set up queue-based/ group handing of chats for auto-assign messages. This way, you will make sure all chats are being answered in a timely manner.

More Improvements

Integration with CRM: The server automatically checks for a matching entry against personal/company contacts, CRM or Microsoft 365.
Updated live chatbox: A refreshed UI together with improvements in security and functionality.
New Chat Reports:

Queue chat performance: Identify the performance of queues for a specified date range to help you adjust agent scheduling and capacity.
Queue Agents Chat Statistics: Check statistics of specific agents in any queue for a specified date range
Abandoned Chats: Lists unanswered messages on the various channels.
Extended Queue Manager: New feature that allows you to access active agents’ conversations.

Join our 3CX Boot Camp webinar to learn more 3CX updates!