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  1. ochapple

    How to setup WhatsApp integration

    Yes you need a separate WhatsApp number registered with Meta first and therefore a separate SMS number to avoid conflict. I am not sure of the type of number capability but I would assume it needs more compatibility than Voice alone. It will either register with Meta or it won't. I just ordered...
  2. ochapple

    How to setup WhatsApp integration

    This is a message to everyone to help troubleshoot your issues with WA. To resolve a potential conflict with SMS which is a common cause of the above issues raised here, is a trunk conflict with SMS. So if you are receiving messages but can't send them try this. The 3CX Trunk setup has an issue...
  3. ochapple

    Salesforce not journaling certain call activity due to GET request not finding certain numbers

    Hi Matt, as edossantos said, we had to update our telephone numbers in SF to be in e164 format and of course that takes some time to achieve, so I got the sales and customer success team to add +44 to each number as they either liaised with a customer, updated a record or sent out a contract...
  4. ochapple

    Human handover from chatbot

    I haven't tried this as i too have built a chatbot, and ended up after using the Twilio one to using Landbot as its so much easier. It occurred to me just now, but what if, having got the WhatsApp working in 3CX, which we have and i expect you have, what about posting a message to your own...
  5. ochapple

    WhatsApp with Twilio number

    I do believe you are correct here as I had the same problem using 3CX with Twilio WhatsApp but had no problem with WA integration with 3CX. Twilio was so screwed up they couldn;'t release their (my) twilio number from WhatsApp so i had to buy a totally new number to make 3CX work with WA via...
  6. ochapple

    Human handover from chatbot

    @Charles_3CX Thanks Charles, much appreciate your response. For us being able to send an automated instant reply to tell people what our opening hours are in a Live Chat scenario, as an automated response is a must-have. The second requirement, which is really the icing on the cake for an end...
  7. ochapple

    Human handover from chatbot

    What I would like to know is how to handoff a WhatsApp chatbot, such as one created in Twilio or Dialogflow and handoff the chat to the 3cx WhatsApp integration that works well, using presumably a message with a webhook. There doesn’t seem to be any 3cx integration examples for this, has anyone...
    • ochapple
    • Thread
    • chatbot handoff whatsapp 3cx
    • Replies: 10
    • Forum: WhatsApp
  8. ochapple

    3CX’s Quick Response templates - Whatsapp

    That’s very helpful Dmitry thank you. Just not available in the mobile app yet I see. I presume these would be manually triggered only at the moment. Is there any plans to integrate with approved templates in a WhatsApp account for auto responses, or is there anyway to set up an auto response...
  9. ochapple

    3CX’s Quick Response templates - Whatsapp

    Could someone please let me know where the WhatsApp templates are created and managed in 3CX as I can only find Phone Templates under Settings and there are no Templates under the Whatsapp SIP Trunk area. There is no chat WhatsApp management settings that i can see for a user and I am set to...
  10. ochapple

    How to setup WhatsApp integration

    This might help some of you with the error "Authentication error. Please chek your account Account SID and Auth Token." When specifically sending WhatsApp messages for numbers you have not pre-authorised in WABA, and you can receive messages successfully. If you have setup SMS in 3CX on the...
  11. ochapple

    How to setup WhatsApp integration

    It's text only not media yet
  12. ochapple

    3cx Whatsapp Integration

    Hi Guys, I don't have the Voice & Chat + WhatsApp option, why not? Even when I hadd added WhatsApp to the SIP Trunk I didn't have this option. Is this area where you manage the routing of WhatsApp Chats, or is there no managing the agents who get notified of a chat message yet? Presumably this...
  13. ochapple

    Salesforce not journaling certain call activity due to GET request not finding certain numbers

    Much appreciated Ernesto. Yes I think i'm just struggling interpretting or knowing what to look for, vis a vis the 3CX - SF handoff outputs, as I can clearly see the call initiation and contact matching through SQL executing, and with resulting ID's being created, but I can't see where or what...
  14. ochapple

    Salesforce not journaling certain call activity due to GET request not finding certain numbers

    Thanks Ernesto, I deactivated process builder's tasks related to the jounral and that didn't make any difference. So its only flows to go into next. I will keep trying a few things in Salesforce to see if I can halt some possible culprit flows.
  15. ochapple

    Salesforce not journaling certain call activity due to GET request not finding certain numbers

    Thanks very much for your input, I have no idea why Salesforce would sometimes find the data using the query and sometimes not. This is a mystery. One hypothesis i had today was perhaps Salesforce is batch updating records that takes place in pages like the Account object, using Flows or Process...
  16. ochapple

    Salesforce not journaling certain call activity due to GET request not finding certain numbers

    Hi edos, i have sent you the log file in a direct conversation. I cannot see any difference in the log for why the same number fails to be found and then succeeds to be found a few minutes later with no changes and on an exact match.
  17. ochapple

    Salesforce not journaling certain call activity due to GET request not finding certain numbers

    Here is the 3CX servicelog. I have replaced the names and numbers so as not to break GDPR. THe call says its journalling here but then doesn't appear in the call Activity journal where it had previously in the day using a 6 digit match. Now its using exact match... 2022/10/11...
  18. ochapple

    Salesforce not journaling certain call activity due to GET request not finding certain numbers

    I've started to make certain contacts and accounts e164 format in salesforce to test the theory. I have removed the Caller ID reformatting. I have made the matcing in contacts an exact match. The test harness fiinds the account and contact with the e164 number fine, but its now not logging the...
  19. ochapple

    Salesforce not journaling certain call activity due to GET request not finding certain numbers

    Hi edossantos, I'm based in the UK our Salesforce Phone numbers are NOT stored in e164 format. Further to the above information, I have now created a CallerID reformat for inbound and outbound, at least for now, just to make sure all UK numbers work not just some tel numbers. I have created...
  20. ochapple

    Salesforce not journaling certain call activity due to GET request not finding certain numbers

    Thanks @ConceptsWeb, i made it match on 11 digits instead of 7 and sure enough the 3CX CRM test harness works but the actuall call journalling now won't log any calls, not just some. Don't know why yet. The test harness works so its something else now to look for, but clearly the matching of...
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