WHATSAPP CALLS
Customers’ WhatsApp calls — to your phone system (PBX) and 3CX
The customer calls your business number on WhatsApp, and the call arrives in the same phone system where you already take regular calls. 3CX Cloud LT routes it to 3CX or another PBX — no need to change your system.
How does a WhatsApp call reach the phone system?
The customer calls your business number on WhatsApp. The call is routed to your phone system (PBX) and 3CX, and the agent answers it just like a regular phone call. All communication stays in the same system.
The customer calls on WhatsApp
Using the app they already have on their phone.
The call arrives in your system
In the same telephony where regular calls are taken.
The agent answers as usual
No separate app and no other device.
Everything in one place
WhatsApp and phone calls are visible together.
Which phone systems do WhatsApp calls work with?
Not only 3CX. 3CX Cloud LT routes WhatsApp calls to your phone system (PBX) and 3CX: to 3CX directly, and to another PBX via its SIP trunk. There is no need to change the system your team works in.
3CX
The call arrives in 3CX, and the agent sees it like any other call.
Another phone system (PBX)
Connected via the system’s SIP trunk.
Your system stays
No need to migrate extensions or settings.
Plus regular calls
WhatsApp calls are added to existing ones, not replacing them.
Do the same features apply to WhatsApp calls?
Yes. In the system a WhatsApp call is a call like any other, so the same features your phone system has apply to it: queues, transfer, call recording and statistics.
Queues
WhatsApp calls go into the same queues as regular ones.
Transfer
The call can be passed to a colleague or another department.
Call recording
Recorded the same way as other calls.
Statistics
WhatsApp calls appear in the shared reports.
Why accept WhatsApp calls?
Many people use WhatsApp every day, so for them it is the easiest way to get in touch. When all calls reach one system, agents do not have to jump between apps and fewer calls are lost.
Convenient for customers
The customer chooses a channel they already use every day.
Calls from abroad
A WhatsApp call travels over the internet, with no extra cost to the customer.
Fewer lost contacts
The call does not get stuck in a separate app on a phone.
One standard
All calls are handled by the same rules.
Frequently asked questions
Do WhatsApp calls work only with 3CX?
No. 3CX Cloud LT routes WhatsApp calls to your phone system (PBX) and 3CX: to 3CX directly, and to another PBX via its SIP trunk.
How does an agent answer a WhatsApp call?
Just like a regular phone call — in their own phone system. No separate app or other device is needed.
Do I need to change my existing phone system?
No. WhatsApp calls arrive in the same system where regular calls are already taken, and are added to them.
Do queues and recording apply to WhatsApp calls?
Yes. The same features your phone system has apply to them: queues, transfer, call recording and statistics.
Can a customer call from abroad at no extra cost?
Yes. A WhatsApp call travels over the internet, so a customer, even when abroad, can call at no extra cost.
Which number do customers call on WhatsApp?
Your business number. Virtual phone numbers can receive WhatsApp calls and are routed to your phone system (PBX) and 3CX.
Related solutions
WhatsApp calls work together with other 3CX Cloud LT features.
Let’s discuss your phone system
Tell us which phone system you use — 3CX or another PBX — and 3CX Cloud LT will suggest how to connect WhatsApp calls to it.
