As of the latest update, V16 Udpdate 7 Alpha, the 3CX Chat Feature now allows you to chat with your customers via Facebook, SMS and your website.
Chatting with your customers in 3CX
Regardless of where your customers are or what platform they use, you and your team can connect with them in one place.
Everything in one place
The 3CX Chat feature brings all of your customers together from SMS, your website Live Chat and now Facebook.
Each type of chat is highlighted by it’s own icon –
SMS
Facebook
Website Live Chat
Know more about your customers
Customers contacting you via SMS or Live Chat can integrate with your CRM – creating new contacts or displaying additional information for existing customers. A customer contact card will provide all available information, including previous notes and customer touch points.
Chat Reporting
3CX Live Chat reporting helps you get a better insight into how channels and operators are performing.
Abandoned chat reporting has been added in the latest update, including information on the channel the customer came from and any contact information made available.
Find out Facebook Messenger reply times to optimise and boost your Facebook page repsonse times.
Assigning Chats
By default, the incoming chats will be visible to everyone logged in to their 3CX dashboard, allowing all chat operators to respond to messages. Operators are able to assign themselves to a chat with the “Take” option. This can also be configured by the administrator to auto-assign chats to the first operator to respond.
Like 3CX call queues, you are also able to create operator groups to auto-assign incoming chat requests to certain operators.
