Native channels
Voice and live chat are native. WhatsApp, Facebook, and SMS require their respective eligible accounts or supported providers; email is not listed as a native 3CX contact-center channel.
3CX Contact Center
Plan eligible 3CX contact-center capabilities by edition, channel provider, privacy responsibilities, and operating requirements.
Capabilities
Native channels and edition-dependent capabilities
Queues & routing
Queue and routing options depend on edition and configuration. BASIC explicitly excludes call queues.
Recording & QA
Recording availability depends on edition. The PBX owner is responsible for lawful notices, access, retention, and review procedures.
Wallboards & reporting
PRO is documented with reports, queues, and wallboards; exact advanced entitlements must be checked in the current matrix.
Messaging conditions
WhatsApp conversations are subject to Meta requirements, inbound initiation, and the documented 24-hour response window.
Supervisor tools
Supervisor and routing functions are edition-dependent and should be listed explicitly in the approved scope.
Operational design checks
- Confirm each channel's provider account, number, template, and usage-charge requirements
- Define routing, queue, supervisor, recording, and reporting acceptance criteria
- Document privacy notices, lawful basis, access, retention, and deletion responsibilities
- Measure results after launch; no queue, transfer, or service-level outcome is guaranteed
Contact center — quick answers
Which contact-center channels are native to 3CX?
The current official material lists voice, live chat, WhatsApp, Facebook, and SMS through a supported provider. Email is not listed as a native channel. External channel accounts and restrictions apply.
Are queues and recording available in BASIC?
No. The current BASIC restrictions explicitly exclude call queues and call recording.
Which edition is required for advanced functions?
PRO is documented with core call-center, CRM, reporting, queues, wallboards, and messaging. Advanced routing, recording, transcription, and supervisor requirements must be checked item by item against the current matrix.
Scope the contact center before implementation
ECOLOR can map channels, editions, provider accounts, routing, privacy duties, and measurable acceptance criteria without promising business outcomes.