SMS Journaling ?

[MVTech]

I see that chat journaling is a thing. Is is possible to journal SMS as well ?

 

[edossantos]

Chat includes LiveChat, SMS and Whatsapp. All of them will be logged, as long as a contact is matched in the CRM. For LiveChat, the contact lookup is performed using the email address provided. For SMS and Whatsapp, the phone number is used instead.

 

[Louis1976]

We fool 3CX by telling every contact is matched.
That's the only way to log all the chats.
It's a bit silly that 3CX determines that only matched contact should be logged :-/

 

[edossantos]

It's a bit silly that 3CX determines that only matched contact should be logged :-/

In all the CRM integrations we created, we need to log the chats under the activities for a specific contact. Usually a CRM will not let you log a chat without an associated contact. What is the point of having a logged chat if you don't have identified the person with whom you had that conversation?

 

[Louis1976]

Because today I'm having conversation, but tomorrow that person has placed an order.
I could have made an agreement with a customer.
After they placed an order I can see, based on email or phonenumer the conversation we had with that customer.
Or in other cases, customers use another emailaddress or call with a different number.
In that case the chat is still logged and can be merged in our CRM system.

I think 3CX customers' should be more in control when a chat is being logged.
3CX can't decide for their customers. But that's my opinion ofcourse! ;-)

 

[Evolute IT]

3CX can't decide for their customers. But that's my opinion ofcourse! ;-)

3CX doesn't decide.

CRMs do. Most (99%) won't log an activity without a lead/account/contact ID.

Simply as that.

 

[Louis1976]

In either case. I tell 3CX that every account has a match. Otherwise I don't get the log from 3CX