To see details about Live Chat and SMS in the 3CX Web Client/Desktop App please see this article instead: https://support.pinnacletechnology.solutions/en/support/solutions/articles/4000173568-live-chat-and-sms-in-the-3cx-web-client-desktop-app


Through your 3CX phone system, you are able to speak with customers through a live chatting service or SMS. In order to use this feature you will first need to contact Pinnacle to enable this feature. Once this is set up customers can text the phone number sent to you (usually your main number) or they can access the chat through a live chat plugin on your website.


Additional information on the 3CX Website here: https://www.3cx.com/docs/business-chat/#h.nvxx6uafs7c6



Adding Live Chat to your website

To add Live Chat to your website, please contact your website providers and have them install this plugin for WordPress Sites: https://wordpress.org/plugins/wp-live-chat-support/. Pinnacle can provide the Live Chat Link when we enable this feature for you.  If you are not using a WordPress site Pinnacle can provide the HTML needed.



Taking Incoming Chats

note: These actions were performed on an Android and may be slightly different on IOS

  1. Open the 3CX Mobile App and go to Chat. When an SMS or Live Chat comes in everyone in the group will be able to see the chat.
    note: If you need your QR code to provision your mobile app check your Welcome Email or contact Pinnacle to re-send the Welcome Email.     
     
  2. In order to claim the chat, tap on the chat which will bring up the chat window, click the three dots in the top right then select "Take Ownership" 
  3. A message will appear to indicate that you've taken the chat and the message will disappear from everyone else's queue.
  4. You can continue to chat with the user with the input box at the bottom of the screen


Starting New SMS Chats

In order to start an SMS chat you must format the destination number correctly and choose the correct source number or your messages won't send. 


Note: In order to start chats with other people in your organization you can select the chat box with no dots or select the option that has two chat boxes overlapped.

  1. Navigate to the Chat menu in the 3CX Desktop App or Web client and click the + button
  2. There will be various options to select from, select the chat bubble with three dots.
  3. In the text box that appears, enter +1 followed by the full number you would like to send an SMS to. You MUST prepend the full number (area code + phone number) with +1 or you will not be able to send any messages out. Phone Number format: +1##########
  4. Tap "Send to +1##########" once the phone number has been entered in the correct format.
  5. 3CX will prompt you to choose a provider. Select the provider that is prepended with +1 (similar to how you entered the phone number above). If you do not select the provider with a +1 in front of the full phone number (area code + phone number) you WILL NOT be able to send any SMSs out. If you do not see any phone numbers that start with +1, please contact Pinnacle to get one added.
  6. Once you're done a normal chat window will begin and you can chat as normal.


Chat Options

Within each chat, you have various actions you can perform with the chat to help manage and organize them better. To access these options click the three dots in the top right of the chat.
 

  • If this is an SMS message you can call the customer.
  • Transfer the chat to another extension in your 3CX system. Similar to taking the chat, this will make the chat disappear for you and appear for the person you transferred the chat to.
  • Mark the chat as "Dealt with" or resolved. This will insert a system message into the chat marking it as "Dealt with" and send it to your Archived messages, see below how to access the Archived messages.
  • Archive the chat
  • To switch between Recents or Archived click "Recents" or "Archived" (displays which section you are viewing) in the top right and select the one you want to view.
    • Archived chats can be re-opened by selecting the chat in the Archived chat menu. Then click the three dots and either transfer the chat to another extension or tap "Unarchive chat".