Why 3CX WhatsApp Business Integration is a No Brainer

[Keith Winhall_3CX]

With the full release of Update 5, 3CX has taken yet another massive leap forwards in becoming the best multi-channel team communication system on the market. WhatsApp Business integration makes it super easy for customers to get in touch via yet another means of communication. Let\'s take a look at the integration in more detail and see what featu...

Continue reading the Original Blog Post.

 

[Glennonline]

Would be totally cool if we can start sending whatsapp messages from 3CX to customers, letting them know an engineer is on it's way, or anything like that.

 

[Ubiratan Martins]

Would be totally cool if we can start sending whatsapp messages from 3CX to customers, letting them know an engineer is on it's way, or anything like that.

I couldn't agree more with you @Glennonline , I guess all the 3CX community also thinks the same way!

 

[Keith Winhall_3CX]

Hey @Glennonline & @Ubiratan Martins, I agree that it would be an awesome feature but this will probably not be possible or only using pre-set templates and with many limitations. Otherwise, WhatsApp could be used to send out spam and this is what Meta of course does not want.

So WhatsApp is very much a platform to process incoming customer messages, not to send out regular messages to customers or even initiate conversations.

We are working on Telegram support and there it will be much easier to initiate an outbound message.

 

[Glennonline]

Templates will already be fine, I think with business verification it's already possible to send out messages, most people don't have whatsapp. For SMS it would be great if Messagebird was added.

 

[Gioal]

I agree with the view of messages filtering by whatsapp, but I think 3CX should not worry about this and leave this with end user even beacuse who will be banned is the end user. Send a spam is a problem, don't have a function to send a message is a bigger problem especially if you look around to other players.

 

[Ubiratan Martins]

Hey @Glennonline & @Ubiratan Martins, I agree that it would be an awesome feature but this will probably not be possible or only using pre-set templates and with many limitations. Otherwise, WhatsApp could be used to send out spam and this is what Meta of course does not want.

So WhatsApp is very much a platform to process incoming customer messages, not to send out regular messages to customers or even initiate conversations.

We are working on Telegram support and there it will be much easier to initiate an outbound message.

I'm glad you answered @Keith Winhall_3CX. I think the 3CX development team is about to resolve this issue as I did a simulation, and if you send a message to a customer who has started a conversation and 24 hours have passed, the customer receives a template. I bet even with the limitations you mentioned, it's a feature Brazilian customers would love. During the sales pitch, the customer's disappointment is noticeable when understanding how it works!

Hey @Glennonline & @Ubiratan Martins, I agree that it would be an awesome feature but this will probably not be possible or only using pre-set templates and with many limitations. Otherwise, WhatsApp could be used to send out spam and this is what Meta of course does not want.

So WhatsApp is very much a platform to process incoming customer messages, not to send out regular messages to customers or even initiate conversations.

We are working on Telegram support and there it will be much easier to initiate an outbound message.

 

[VoIPTools]

I published a free video walkthrough for setting up the WhatsApp integration for 3CX. You can access the video here. There is a little longer introduction than is perhaps necessary, but hopefully you will find the information helpful.