3CX SMS / Twilio

[mchalk]

Hi all,

I’m hoping someone can confirm whether what I’m seeing is expected behaviour or if I’ve missed a setting.

We’re using 3CX Hosted (Cloud, Free edition) and I’ve successfully added a Twilio SIP trunk that’s Voice + SMS enabled.

Everything is working great — inbound and outbound SMS appear in the 3CX Web Client under chat for my user only.

However, I’d like to give other users (for example, myself and another staff member) to see and reply to incoming SMS messages without having to transfer each chat manually.

At the moment:

• The SMS channel seems to be bound only to the user who configured it.
• There’s no “Route to” or “Rights → Chat” section visible
• I can transfer chats to other users, but that defeats the purpose of a shared inbox

Is this single-user SMS limitation expected on the Hosted/Free edition, or is there a way to route SMS messages to multiple users or a group without upgrading to Pro?

Also when I try to upgrade my free 3CX it just says it can't be upgraded further... ?

Thanks
Matt

 

[KyriacosS_3CX]

SMB Free is a standalone product - to upgrade you would need to purchase a different edition and move your configuration over.

Regarding multiple users viewing the SMS's, you should point the messages to a Queue and add all the users that need to be able to see them there. There are various setting on how/when a single user takes ownership, those you need to read in the docs and choose how you wish to handle your messages.