i hate talking on the phone…..

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About this video

Sponsored by 3CX, Chuck shows how to add website live chat, Facebook Messenger and SMS to a 3CX phone system so all customer messages land in one app for his agents Austin and McKayla. In the 3CX management console under Messaging he adds live chat, creates a messaging queue at extension 8001 named Help with a Round Robin polling strategy and Austin, McKayla and himself as agents, then routes the chat to that queue. On his WordPress site he installs and activates the 3CX plugin, pastes in the live-chat webhook URL from 3CX, chooses name-only collection and chat plus phone plus video escalation, customizes colours and his own icon, and limits the widget to the contact page — then tests a visitor escalating a chat to a video call answered in the 3CX app. For Facebook he uses Add Facebook, authorizes his business page and routes it to the same 8001 queue. For SMS he signs up for Twilio, noting a free trial with $15 credit in his account, copies the account SID and auth token into 3CX, pastes the 3CX webhook into the Twilio number’s messaging setting, routes it to 8001 and enables SMS per user, then tests a two-way text. He says 3CX offers a year free and urges businesses to offer chat and text because many customers hate phone calls.

Key takeaways

All three channels — website chat, Facebook Messenger and SMS — are routed to one 3CX queue (extension 8001, Round Robin) so agents work from a single app
Website chat is installed via the 3CX WordPress plugin using the webhook URL from the 3CX console, and a chat can escalate to a phone or video call in the browser
Chuck restricts the chat widget to his contact page and customizes prompts, offline messages and operating hours in the plugin settings
Facebook integration needs only authorization of a business Facebook page, then routing to the same queue
SMS requires a third-party provider — here Twilio — with its account SID, auth token and number webhook configured, plus SMS enabled for each sending user

Episode details: published September 17, 2021 · 16:52 long. Summary written by Self Growth Videos from the episode itself. Business results and any income figures mentioned are NetworkChuck’s own claims, shared for education — they are not typical or guaranteed.

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