3CX: The Chat Feature

Table of Contents

The built-in “Chat” function enables you to send and receive messages to colleagues and web visitors if you have configured the 3CX Live Chat & Talk plugin on your website.

3CX Chat on the Web Client

1. Chat Actions – Right-click a chat to select a menu action to:

  • “Transfer” the discussion to another user.
  • “End chat session” with the website visitor.
  • “Archive” moves a conversation to your archives folder without deleting it.
  • “Delete” the selected chat discussion and confirm to remove.
  • “Block anonymous user” –  select the time period and reason to block the user’s IP for calls and messages.

2. Incoming Chat Toaster – quickly view incoming chats and click to “Reply” or “Ignore”.

3. Send Images & Files – drag-and-drop or select and send:

  • Documents: Acrobat (PDF), MS Office (DOC, DOCX, PPT, PPTX, XLS, XLSX), plain and rich text (TXT, RTF).
  • Images: JPG, PNG, GIF, BMP, WEBP, TIFF, and HEIF.

Chat & Call with Website Visitors #

If you have the 3CX Live Chat & Talk plugin configured on your site, you can use the “Chat” function to converse or even call your website visitors:

3CX Chat with Website Visitor
1. Incoming messages appear under the name provided by the web visitor, or the default “WebVisitor” name.

2. The “Take” action enables a specific agent to take ownership of a conversation and all chats, within that conversation, come directly to that agent. If “Phone” mode is configured in 3CX Live Chat & Talk, this action also automatically enables the website visitor’s “Call” button for one-on-one voice communication with the agent via WebRTC.

3. Incoming web visitor messages for the connected queue(s), automatically create a group chat discussion with all logged-in agents. Conversing agent’s chat messages appear under the “Operator name” defined in the 3CX Live Chat & Talk item configuration.

4. Quick actions on the top right of the discussion panel enable you to “Archive”, “Take” or “Forward” the discussion.

Chat Settings #

Go to “Settings” > “General” > “Chat Settings” to configure:

  • “Notifications” – select to show chat toaster and/or web notifications
  • “Play chat notification” – enable and select a personalized notification sound.
  • “Block Users” – select users or extensions to block from messaging you.