3CX WhatsApp Integration
Your customers already use WhatsApp. With the 3CX WhatsApp integration, your team can answer those messages from the same place they answer calls, live chat and SMS, without handing out their personal number.
Com2’s certified 3CX engineers can connect your WhatsApp Business account to your 3CX phone system, set up the queues and get your team answering in the 3CX apps.
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WhatsApp messages, handled like your calls
Plenty of businesses end up with WhatsApp running on one person’s mobile. Messages get missed when that person is busy or on leave; nobody else can see the history, and when they leave the business, the conversations go with them.
The 3CX integration helps with that. WhatsApp messages sent to your business number land in 3CX, where they are shared across a team, answered from the web client, desktop app or mobile app, and kept with the rest of your customer conversations.
Key features
A shared queue for your team
Incoming WhatsApp messages go to a queue of agents rather than a single phone. The chat can be picked up by whoever is free, or assigned to the first agent who responds. When someone is on a call or away, the rest of the team keeps the conversation moving.
Transfer chats to the right person
If a customer’s question needs someone else, agents can transfer the chat to a colleague or another team, just as they would a phone call. The customer stays in the same WhatsApp thread the whole time.
Quick-response templates
Save the answers your team types every day, such as opening hours, booking links or how to lodge a return, and reuse them across WhatsApp, SMS, live chat and internal messages.
WhatsApp sits in the same chat panel as 3CX Live Chat, SMS and Facebook Messenger. Your team works from one screen instead of jumping between apps and browser tabs.
Messages arrive in the 3CX web client and the 3CX apps for Windows, iOS and Android, so staff can reply from the office, their home or on the road.
Your WhatsApp business number lives in 3CX, not on someone’s personal phone. Customer conversations stay with the business, and staff are not getting work messages on their own devices after hours.
How it works
Set up a WhatsApp Business Platform account with Meta.
This includes creating a WhatsApp app in Meta’s developer portal and completing Meta’s business verification.
Add a dedicated phone number.
It needs to be a number you control that is not already registered on WhatsApp, either on a phone or in the WhatsApp Business app.
Connect WhatsApp to 3CX.
In the 3CX admin console, WhatsApp is added as a messaging channel and linked to your Meta account.
Route messages to your team.
Choose the queue or agents who will answer, add your quick-response templates and test it by sending a message to your new business number.
Com2 can take care of the 3CX side and guide you through the Meta steps.
Good to know before you start
It is built for inbound messages.
The 3CX integration is designed to answer customers who message you first. Once a customer sends a message, you have 24 hours to reply. Starting a new WhatsApp conversation with a customer from 3CX isn’t supported at this stage.
Meta controls the setup timeline.
Business verification and number approval happen on Meta’s side, so the time it takes is outside 3CX’s (and our) control. It is worth starting this early if you are planning a launch date.
Keep a phone number for calls, too.
Not every customer uses WhatsApp. Pairing the integration with 3CX SIP trunks means customers can still call or text your business on a regular Australian number.
Costs.
3CX includes WhatsApp messaging as part of the platform, with no separate monthly fee for the feature. Meta’s charges are separate. Since 1 October 2026, each WhatsApp business number gets 1,000 free replies a month. After that, Meta charges a small fee per delivered reply, based on the utility rate for the customer’s country. Messages customers send you are always free, and we can help you estimate costs for your expected volume.
Who it suits
Real estate and property management, where tenants and buyers prefer to message.
Trades and field services, for quote requests, photos and booking changes
Retail and e-commerce, for order questions and product enquiries.
Travel, education and migration services, where many customers are overseas or use WhatsApp as their main app.
Clinics and professional services, for appointment questions (keeping sensitive details off chat).
The 3CX WhatsApp integration works well for businesses whose customers already reach out on WhatsApp, including:
Why set it up with Com2
Com2 is a 3CX partner with certified 3CX engineers. We can set up WhatsApp alongside the rest of your 3CX system, including queues, call routing, live chat, CRM integration and SIP trunks, and support it once it is live.
Frequently asked questions
Can I use my existing WhatsApp number?
Only if you remove it from WhatsApp first. The number connected to 3CX can't be registered to any other WhatsApp account, including the WhatsApp Business app on a phone. Many businesses use a new, dedicated number instead.
Can my team send WhatsApp messages first?
Not at this stage. The integration handles inbound messages, so customers need to message you first. Adding a WhatsApp link or QR code to your website, email signature, and invoices makes that easy for them.
Do staff need WhatsApp on their own phones?
No. Staff can answer from the 3CX web client, desktop app or mobile app. The business number lives in 3CX, not on a personal device.
How long does setup take?
The 3CX side can usually be configured quickly once your Meta account is ready. Business verification and number approval are handled by Meta, so the overall timeline depends on how long their checks take. If you have a launch date in mind, it is worth starting the Meta setup early.
Can I just use the free WhatsApp Business app instead?
The WhatsApp Business app works well for a single person on a single phone, but it can't connect to 3CX. To share messages across a team, use queues and transfers, and answer from the 3CX apps, you need a WhatsApp Business Platform account. That is the account the 3CX integration connects to.
Bring WhatsApp into your 3CX phone system
Call 1300 887 495 or request a quote, and one of our 3CX engineers will talk you through the setup.
