Feature Request – Native Integration between 3CX and Meta SIP (WhatsApp Cloud API) for Receiving WhatsApp Calls on 3CX

[gentg]

Dear 3CX Development Team,

I’d like to propose a new integration feature that would allow 3CX PBX systems to connect directly with Meta’s SIP endpoint for WhatsApp Cloud API, enabling users to receive WhatsApp voice and video calls within 3CX.

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Background and Use Case​

Meta recently introduced the option to retrieve SIP credentials for WhatsApp Business phone numbers via the endpoint:


<span><span>GET /&lt;PHONE_NUMBER_ID&gt;/settings?include_sip_credentials=</span><span><span>true</span></span><span><br></span></span>
This allows registered WhatsApp Business accounts to obtain valid SIP configuration parameters (SIP domain, username, password, and proxy) for integration with third-party systems.

If 3CX could natively support this connection, users would be able to:

• Register a WhatsApp Business number as a SIP trunk or SIP extension inside 3CX.
• Receive WhatsApp calls directly on 3CX clients (Windows, Web, iOS, Android).
• Route WhatsApp calls through IVRs, queues, and call recording features already built into 3CX.
• Log and manage WhatsApp calls alongside traditional VoIP calls inside reports and CRM integrations.

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Technical Integration Proposal​

1. SIP Registration Module:
   Enable 3CX to accept and register Meta’s SIP credentials (username, password, domain) retrieved via the WhatsApp Cloud API.
2. Codec and Transport Support:
   Support Meta’s SIP parameters for RTP/UDP and SRTP when available. Most calls use standard Opus or PCM codecs.
3. Inbound Call Mapping:
   Allow WhatsApp calls to appear as identifiable inbound calls (e.g., Caller ID tagged “WhatsApp”) and routeable through 3CX inbound rules.
4. Security and Authentication:
   OAuth token authentication via the Meta Graph API could be required during credential refresh. This should be handled via a simple 3CX configuration interface.

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Benefits​

• Expands 3CX’s multichannel capabilities into modern messaging ecosystems.
• Eliminates the need for third-party bridges or costly middleware.
• Provides a unified communication experience where WhatsApp voice calls, VoIP, and WebRTC coexist in one platform.
• Offers strong appeal for call centers, clinics, hotels, and customer-service providers who already use WhatsApp Business for communication.

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Suggested Next Steps​

• Evaluate the Meta WhatsApp Cloud API SIP Calling documentation.
• Define SIP compatibility testing for 3CX.
• Pilot an optional WhatsApp SIP integration module under “Advanced Settings → SIP Trunks → Add Meta SIP.”

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Thank you for considering this feature.
This integration would represent a major step in unifying 3CX with real-world communication channels already used by millions of businesses globally.

 

[N_G]

Yes we will check it out!

The potential is amazing. But the Facebook/Whatsapp messaging API was always quite unpredictable and complicated that was its only downfall.

 

[Juan Marriott]

One point to have in mind is that those calls cannot be routed to an IVR, must go to queue or ring group because there is no dial pad on WhatsApp, but is a nice to have

 

[blue12]

With the 3CX AI, WhatsApp calls can be routed to the agent and the agent can transfer calls to extensions or queues.

 

[gentg]

Yes we will check it out!

The potential is amazing. But the Facebook/Whatsapp messaging API was always quite unpredictable and complicated that was its only downfall.

Just to better align our expectations on the partner side, may I kindly ask whether this is something that might be on the near-term roadmap, or if you feel it’s still too early and would require more time for evaluation?

In the meantime, would you see a gateway-based approach (using an intermediary SIP gateway between Meta and 3CX rather than a direct native integration) as the more realistic path for now, until the ecosystem becomes more stable?

This would help us guide customers correctly and avoid pushing premature implementations if you believe a different direction makes more sense.

Many thanks in advance, and really appreciate your thoughts on this.

Kind regards,
Gent.

 

[N_G]

Its something we are looking into and definitely want to do but we cant commit to a time plan. I wouldn't push anything for the moment but up to you of course. Its gonna need several months for sure.

Also it should be noted that Facebook Whatsapp API changes frequently and the whole procedure of getting the account approved is complex and at times random.

So I would always push the normal website voice chat option that we have. You can tell customers to go to a specific link and it will always works no need for Whatsapp and customer does not need to install any app nothing at all. It can be used in live chat, email or just in a Whatsapp auto reply!

 

[gentg]

Its something we are looking into and definitely want to do but we cant commit to a time plan. I wouldn't push anything for the moment but up to you of course. Its gonna need several months for sure.

Also it should be noted that Facebook Whatsapp API changes frequently and the whole procedure of getting the account approved is complex and at times random.

So I would always push the normal website voice chat option that we have. You can tell customers to go to a specific link and it will always works no need for Whatsapp and customer does not need to install any app nothing at all. It can be used in live chat, email or just in a Whatsapp auto reply!

Thank you very much for the detailed explanation and for the transparency — it’s truly appreciated.

I fully understand the challenges around committing to a timeline, especially given how frequently the WhatsApp/Facebook API changes and how complex and sometimes unpredictable the approval process can be.

That said, there is a specific segment of our customer base that actively replies and attempts to place calls via WhatsApp, mainly because a large part of their marketing campaigns are run on Meta platforms. For these customers, WhatsApp calling is already an expected communication channel.

In the meantime, I’ve configured a gateway solution, and WhatsApp calls are being successfully received and handled on 3CX. Until there is further development or a native solution on your side, we will continue using this gateway approach to cover this market need.

Thank you again for the guidance and for sharing your perspective — we look forward to any future developments when the timing is right.

 

[N_G]

100% agreed it would be cool to have a Whatsapp gateway especially for inbound calls. Its something we are working on to integrate natively. Will keep you updated on progress.