Give every conversation an owner
Route enquiries to a user or team queue. A colleague can pick up the conversation and transfer it when a different department needs to take over.
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Facebook enquiries. Answered in 3CX.
Bring private messages from your business Facebook page into 3CX, so customer-service colleagues can answer from the same workspace as calls and live chat. Infinitel connects the channel and helps every enquiry reach a clear owner.
Put your Facebook enquiries in the team’s working inbox
Bring private enquiries from your business Facebook Page into the same 3CX workspace as calls, so colleagues can respond without maintaining a separate inbox.
Keep the handover in context
Use the conversation history available in 3CX to understand the question before replying. Your people can stay in their business communication workspace.
Make social enquiries part of your service
Sales questions
Help a customer understand a service, confirm the next step and hand the enquiry to the right person without moving through separate personal accounts.
Customer support
Bring a social enquiry to the people who already handle service questions. Transfer responsibility explicitly when specialist help is needed.
Team access
The integration lets agents respond through their authorised 3CX access. They do not each need full administrative control of the business Page.
From a Page enquiry to a helpful response
Give private Facebook messages the same clear ownership as your other customer conversations.
| Customer journey | Value for your team |
|---|---|
| A customer messages your business Page | The enquiry reaches the 3CX workspace where staff already handle calls and chat. |
| A colleague takes ownership | The customer has a person responsible for answering, rather than an unattended social inbox. |
| Another team needs to help | Transfer the conversation to the colleague with the right expertise. |
| The customer needs a follow-up | Keep the message exchange available to the staff handling the enquiry within the channel’s access and messaging rules. |
Bring calling and customer messages together
Supported by Infinitel
Give customers a prompt, joined-up response while your team works in one calling and messaging environment. Infinitel connects your business Page with 3CX and helps colleagues answer and hand over enquiries. The integration is quoted alongside your 3CX licence, hosting and support; your organisation keeps control of the Page and its permissions.
Your questions, answered
What does the 3CX Facebook integration handle?
It brings private messages from a connected business Facebook Page into 3CX. Team members can reply, take ownership and transfer conversations. It is not a tool for managing public posts, comments or personal Facebook inboxes.
What do we need from Meta?
A business Page under the correct business account, an authorised administrator and Meta’s required permissions and application review. Public use also needs published privacy and data-deletion information. Availability depends on Meta approving the connection and its ongoing messaging rules.
Give Facebook enquiries a clear route through your team
See a private Facebook enquiry arrive in 3CX, gain an owner and reach the colleague who can help. Arrange a demonstration of the shared messaging experience.
Call our team0333 048 0000Email ushello@infinitel.co