Chat History

[hewso]

We have live chat (non WP version) and everything is working - so far so good.

Now I would like to present all comms received from a particular phone number / email address when the user contacts us. This is the single pane of glass that other phone system suppliers talk about.

We have a CRM solution that is configured to screen pop for a particular phone number. Is it possible to also configure the screen pop to work with an email address by passing a different parameter? Say for example when a user "takes" the chat .....

Also is it possible to display all chats received for a particular email address - we store the email address in the CRM. we want to display all historic calls and chats on a single webpage.... so it is possible to query

1. the call log for a particular phone number
2. the webchats for a particular email address

Many thanks
Charlie

 

[NickD_3CX]

Hi Charlie,

Currently the CRM Integration 3CX has in place does not work in conjunction with the Messaging features (SMS, Live Chat, Facebook), but it is something that we are considering.

Currently CRM integration works with SIP calls only.

 

[hewso]

Just want a way of triggering via an API or JS to pull back a report enabling the user to pull back the voice recordings - and similarly pull back a list of webchats.....

alternatively can I pull them out of the database?

 

[NickD_3CX]

You shouldn't touch the 3CX Database, that immediately voids Support on any problem that may be caused.

For the time being there isn't some official API that will allow you to programmatically pull the web chat reports and voice recordings.

 

[hewso]

Are there any plans to enable this via an API?

 

[NickD_3CX]

Are there any plans to enable this via an API?

I am not currently aware of something.

 

[hewso]

Having a "single pane for glass" to show all comms that have come in from a customer based on there CallerID (phone number) / email address (web chats).

Enhancing the ability to screen pop based on the inbound caller ID / email address (for web chats) would be a simple and useful enhancement.... Then presenting a screen (in addition to screen popping to our CRM) - ie. a further screen pop to a screen showing all historical calls (with the ability for a CSR to download the call) and chats would be an even better feature.

This relatively simple integration would give 3CX the same features as the big boys in the PABX space.... can you mention this internally please.

 

[N_G]

Yes we plan to allow an email address query for inbound chats as well. Same API etc and integration just for chats!

 

[hewso]

how about for displaying previous calls - with the ability (with the correct permissions) to access / listen to the call.

That would be sensational!

 

[greychain]

Nick, do you have any time frame for this integration?