Messaging
WhatsApp Business in 3CX
WhatsApp Business integrated into 3CX - receive and reply to WhatsApp messages in the same app as your calls. Route to queues, log to CRM, included in PRO and AI Edition.
Why customers WhatsApp businesses now
Australia’s mobile users send roughly twice as many WhatsApp messages as SMS. Bookings, support enquiries, follow-up questions - they arrive on WhatsApp now whether you’re set up for it or not. Businesses that handle it well capture more enquiries and resolve them faster. Businesses that ignore it lose those enquiries to competitors.
What 3CX does
- One inbox - calls, WhatsApp, SMS, live chat and Facebook Messenger arrive in the same client.
- Queue routing - WhatsApp messages route to queues like calls; agents log in/out, supervisors see the queue.
- Templates - pre-approved Meta templates for proactive messages.
- Conversation escalation - agent can call the customer back with one click from the chat.
- CRM logging - every conversation pushed to the CRM record.
- Multi-agent - multiple agents can handle one number’s WhatsApp queue.
Use cases we see
- Real estate - rental enquiries via WhatsApp captured 24/7; agent responds in minutes instead of next-day.
- Medical clinics - appointment confirmations and reminders via WhatsApp; far higher response than SMS.
- Trades - quote requests with photo attachments; agent reviews and replies from the field.
- Retail - pre-purchase questions, order status, after-sales support.
Common questions
Do I need a separate phone number for WhatsApp?
Not necessarily. WhatsApp Business can use your existing business number - the same number customers call. Setup requires WhatsApp Business API verification (we handle this). Some businesses prefer a dedicated WhatsApp number for marketing campaigns vs the main number for service - your choice.
Is it WhatsApp Business or regular WhatsApp?
WhatsApp Business API - Meta's official platform for businesses. This is the version that supports multi-agent access, queue routing, templates and integration with CRMs. Regular WhatsApp doesn't support multi-agent.
What about WhatsApp message templates?
Supported. For outbound proactive messages (appointment reminders, order updates), Meta requires pre-approved templates. We help you submit and manage templates as part of the WhatsApp Business setup.
Can WhatsApp conversations be recorded for compliance?
Yes - WhatsApp transcripts are stored in your 3CX system with the same retention rules as calls. For regulated industries this is critical.
Can the AI Receptionist handle WhatsApp?
Yes - 3CX AI features extend to WhatsApp. The AI can answer common WhatsApp enquiries automatically, transfer to a human when needed, and book appointments via chat.
Add WhatsApp Business to your phone system
We register your number with WhatsApp Business API, get your templates approved, and wire it into 3CX. Most setups live in 5–10 business days.
