Faster replies.
Messages land in the app your team already has open all day, so a customer gets an answer in minutes, not whenever someone checks Facebook.
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Every Messenger enquiry, answered in the same inbox as your calls.
Messages to your business Facebook Page arrive in 3CX, where your team already takes calls, chats and texts. The right person picks each one up and replies quickly. Nobody has to watch a separate inbox or share the Page login.
Why it matters.
Customers who message your Page expect a quick answer. If the reply is slow, they ask someone else.
Fewer lost enquiries.
Every message goes to a queue and one person takes it on. Nothing waits in a personal inbox or an unwatched Page.
One view of every customer conversation.
Calls, website chats, texts and Facebook messages sit side by side in 3CX. Every conversation is logged and archived in 3CX, and messages route through the same queues as your calls.
What changes for your team.
One inbox for calls and messages.
Your team answers Facebook enquiries in the 3CX web client, desktop app or smartphone app, without switching to another app.
Every enquiry has an owner.
Messages go to a person or a team queue. The first colleague to reply owns the conversation until it's resolved.
Hand over with the history intact.
When sales or a specialist needs to take over, transfer the conversation. The whole exchange goes with it, so the customer never repeats themselves.
No shared Facebook logins.
Agents reply through their own 3CX access. The Page stays under your administrators' control.
Part of your 3CX system.
The Facebook integration is a standard 3CX feature. Setting it up and routing it to the right team is part of your managed 3CX service. Any custom development or work inside your Meta account is quoted before we start. You don't need a separate social inbox tool or per-agent subscription.
One team for every way customers reach you.
Infinitel hosts, manages and supports your 3CX system, and we connect your Facebook Page to it. The same team supports your calls, website chat, texts and Messenger enquiries. Your system is covered by a 99.99% uptime SLA for managed 3CX hosting, subject to the applicable service agreement. It also comes with 24/7 cover for business-critical faults.
Getting live.
Connect your Page.
One of your Page administrators starts the connection. Meta asks for a verified Facebook Business account, which is Meta's own process.
Set the routing.
We agree which team answers Facebook messages and when, and set up the queues.
Train the team.
We show your people how to take a message, reply, transfer and see the history, then switch it on.
Your questions, answered.
What does it handle?
Private messages sent to your business Facebook Page. Your team can reply, take ownership and transfer them in 3CX. Public posts and comments stay in Facebook.
What do we need from Meta?
A business Facebook Page, a Facebook Business account verified by Meta and one administrator to approve the connection. Verification and approval are Meta's own processes; we set up everything on the 3CX side. Your website needs a privacy notice covering the messages, and we'll tell you what it should say.
Is it included, or does it cost extra?
It's a standard 3CX feature, and setting it up in 3CX is part of your managed service. Any custom development or work inside your Meta account is quoted before we start.
Can we keep a record of conversations?
Yes. Every Facebook conversation is logged and archived in 3CX, and administrators can export the chat logs.
Can we add other channels?
Yes. Website Live Chat and business text messages arrive in the same 3CX inbox. See Website Live Chat and Business SMS.
Answer every Facebook enquiry from one inbox.
See a Messenger enquiry arrive in 3CX, find its owner and reach the right colleague in seconds. Book a demonstration with Infinitel.