3CX Omnichannel, WhatsApp, Facebook & Live Chat
3CX routes WhatsApp Business, Facebook Messenger, and website live chat into the same agent interface as phone calls, one queue, one team, every channel.
Key highlights
- WhatsApp Business API integration with 3CX agent queues
- Facebook Messenger routed to the same agent desktop
- Website live chat widget deployed and managed via 3CX
- Unified agent interface for calls, chats, and messages
- Full chat history and transcripts archived with call records
Your customers don't all call. Your team shouldn't have to switch apps.
WhatsApp is the dominant communication channel for many Kenyan businesses and their customers. Facebook Messenger handles a significant share of inbound enquiries for businesses with social presence. Website live chat converts visitors into leads in real time. 3CX Omnichannel brings all three into the same agent interface as your phone system, one queue, one set of agents, one conversation history regardless of the channel a customer used to reach you.
WhatsApp Business API, not WhatsApp Personal
3CX integrates with the WhatsApp Business API, the official channel for businesses, accessed via an approved Business Solution Provider. This is not the mobile WhatsApp app. The Business API allows multi-agent handling of a single business number, conversation routing, and full message archiving, none of which are possible on the standard WhatsApp app.
Channels included
WhatsApp Business
Inbound WhatsApp messages to your business number appear in the 3CX agent interface alongside phone calls and other chats. Multiple agents can handle WhatsApp conversations simultaneously. Full message history, file attachments, and read receipts are preserved in 3CX.
Facebook Messenger
Messages sent to your Facebook Business Page via Messenger are routed into 3CX agent queues. Agents respond from 3CX, no need to log into Facebook Business Manager or assign a dedicated social media agent to monitor the inbox.
Website live chat
A 3CX live chat widget is deployed to your website. Visitor chats route into the same agent queue as WhatsApp and phone calls. Visitors can also click to call or click to video call directly from the website chat widget.
Unified conversation history
All conversations, across all channels, are archived in 3CX with full transcripts, timestamps, and agent attribution. Search across your entire communication history from a single interface.
Sentire deployment
Sentire configures 3CX Omnichannel as part of the 3CX Cloud PBX setup. We handle the WhatsApp Business API onboarding (including the BSP relationship and phone number verification), the Facebook page connection, and the website live chat widget deployment. Agent training for the unified interface is included in the handover session.
One number for everything
Your business can have a single WhatsApp number, a single phone number, and a single website chat, all handled by the same team in the same system. No switching apps, no missed messages, no "we don't have someone who watches that channel." Ask Sentire to show you the agent experience.
Also in Hosted PBX
3CX Cloud PBX
3CX hosted in the cloud. No on-premise hardware. Extensions, hunt groups, IVR, voicemail, call queues. Managed and supported by Sentire's certified 3CX engineers.
Microsoft Teams Voice
Direct Routing for Microsoft Teams. Make and receive external calls through Teams. Integrates with existing Microsoft 365 subscriptions. No separate desk phone required.
3CX AI Receptionist & Transcription
3CX's built-in AI answers calls 24/7, routes callers, handles FAQs, and transcribes every conversation automatically, so no call goes unanswered and every interaction is searchable.
Call Recording and Analytics
Automatic call recording, storage, and retrieval. Call reports showing duration, volume, missed calls, and peak hours. Useful for compliance, quality assurance, and staff performance.
3CX CRM Integration
3CX connects to Salesforce, HubSpot, Zoho, Microsoft Dynamics, and other CRMs, logging calls automatically, showing caller records on screen, and enabling click-to-dial from your CRM.
Get it done right
Let Sentire handle your 3CX Omnichannel, WhatsApp, Facebook & Live Chat.
Our engineers are based in Nairobi and support businesses across Kenya. No lengthy contracts. Just reliable, expert IT delivered as a service.