Feature Request: Enable WhatsApp Chat Search by Phone Number

[gentg]

Dear 3CX Development Team,

I am writing to submit a feature request regarding the WhatsApp integration within the 3CX Web Client and Desktop App.

The Challenge: We currently manage several high-volume accounts that receive thousands of WhatsApp messages daily. A significant hurdle our agents face is the inability to search for specific active or archived chats using a phone number. Currently, the search function appears to prioritize the "WhatsApp Customer Name."

In a fast-paced environment, agents often only have a raw phone number to reference. Because many customers do not have their names set in their WhatsApp profiles (or use nicknames), finding a specific historical thread becomes an incredibly time-consuming manual task.

The Request: We would like to request that the search bar in the "Chat" section be updated to index and recognize phone numbers in addition to contact names.

Value to the Community:

• Increased Efficiency: Drastically reduces the time spent scrolling through thousands of messages to find a specific lead.
• Improved Accuracy: Phone numbers are unique identifiers, whereas names can be duplicated or missing.
• Scalability: This would make 3CX a much more viable solution for large-scale enterprise support teams using the WhatsApp integration.

Thank you for your continuous work on improving the platform. We believe this addition would be a massive quality-of-life improvement for the entire 3CX user base.

Best regards,
Gent

 

[KyriacosS_3CX]

Hi,

Please see if you can get this into the Ideas forums rather than here