This latest release of 3CX Version18 (V18) Update 5 (U5) brings together new features to the unified communications and collaboration platform. One of the most notable changes is the addition of WhatsApp integration. With this new feature, there is no need to rely on a single person to respond to messages. Update 5 integrates seamlessly with WhatsApp & SMS allowing the entire team to receive and respond to client calls, text messages, and video chats. Also added are the predefined message templates that will shorten response times even further. That’s not all! Also, don’t miss out on checking on 3CX’s exciting new Live Chat features as well!
Address WhatsApp & SMS Messages As A Team
With this update, you can address WhatsApp messages as a team, and route them to all users or selected groups of agents to respond. The agent can take charge or transfer to other skilled agents, allowing quicker and better resolutions to customer queries. This is a great way to improve business communications and makes it easier for businesses to keep track of customer communications and respond quickly. Just as it seems, setting up the integration is easy using our WhatsApp integration guide.
SMS Gets A Complete Overhaul
The latest update to 3CX V18 U5 includes a complete overhaul of SMS. Configuration is now done directly in the SIP Trunk config. You no longer need to configure numbers twice. Also, SMSs will be auto-configured for all DIDs which makes it easier to manage your SMS settings and keep track of your conversations. This update is particularly more important for our US-based customers as it improves reliability and ease of use
Note: Earlier SMS configurations in the Management Console should be deleted and re-created after installing V18 U5. Our SMS configuration guide explains the simplified method to do so. Also, you can check out the guidelines for our SMS providers that were supported on our old messaging proxy: Bandwidth, Telnyx, Twilio, and Flowrout. 3CX strongly recommends moving to preferred providers! All users using preferred providers like Skyetel, Wavix, or Voxtelesys, need not do anything.
Supercharged Live Chat Features And Styling
With these new features, more options, customization, and styling, 3CX Live Chat has taken another leap forward, making the chat experience better than ever. Included with this release:
Add-On Styles: Additional styles will allow you to choose from 3 bubble icons and chat box animations to make chat sessions lively.
Customized Greetings: Greeting customizations lets you personalize the online/offline greeting message for each customer. Automated responses can also be added at the start or end of the conversation.
Agent Options: New agent options let you control how your agents appear in the chat window. Simply choose if you want to show your agent’s name and avatar or select a default ‘generic’ team agent name and image. Now manage your chat sessions more effectively.
Pre-Defined Message Responses
With the 3CX V18 Update 5 users can now create and modify pre-defined message responses using “Manager” permissions, making it easier than ever to stay on top of customer queries. All user group agents will have complete visibility of the templates making responding to any type of chat message simple and fast. Navigation is easy by using categories and language filters. This update also includes a new feature that allows you to save messages as templates. Whether you’re a seasoned 3CX user or just getting started, this update is sure to make your life easier.
Easy System Management From The Web Client
3CX V18 Update 5 features an easy-to-use web client for system management for all its users. On Management Console, users with ‘System Administration’ access, can now quickly and effortlessly edit users in their group or all system users directly from the Web Client. The addition of the new ‘Admin’ option in the menu bar allows users access to create and edit live chat configurations. Want to know more about user rights in the 3CX extension management guide, click here.
Make a Note - Some EOL IP Phones Need To Be Reconfigured
Some End-of-Life Fanvil, Yealink, and Snom IP phones can’t be provisioned securely via 3CX and need manual reconfiguration. Fanvil/Yealink IP phones will continue to work even after a reboot, however using the last known configuration file, without receiving any further updates. Snom IP phones, too, will continue to work but users will get an error message when powering the phone off and back on. To change the configuration of an existing EOL phone, carefully follow our guides for manual provisioning:
Update 5 - Other Features & Improvements
The android and iOS Apps now only connect to V18. Also, the Instance Manager has been detracted. All earlier release builds will no longer communicate with it.
How To Get 3CX V18 Update 5
The 3CX Version18 Update 5 is now ready and available for download on Windows and Linux on Debian 10 ISO. The users of Current Version18 18 can simply upgrade to the latest update from the “Management Console”. On the other hand, you can create a new, hosted instance.
Bits Secure IT Infrastructure LLC is a leading and award-winning platinum partner of 3CX in the UAE and Oman regions with certified engineers who can help achieve your requirements on 3CX deployment, softphone, desk phones, video conferencing, 3CX PBX, 3CX SBC, 3CX Gateways, and complete unified communications solutions. Contact our support team now if you need assistance with the 3CX V18 Update 5.
