Calls from your 3CX phone system, in your shared inbox

Customers still pick up the phone, and their calls belong next to their emails and chats. Connect your 3CX phone system, and every call shows up in the caller's conversation in Deskwoot: calls your team took, calls you made and missed calls. While the phone rings, 3CX shows the caller's name from Deskwoot. Your team writes notes, resolves the conversation or makes a ticket, as with any other conversation.

You need 3CX version 20 with the PRO or AI edition, because 3CX Free and Basic cannot connect a CRM. An administrator adds a phone inbox in Deskwoot, uploads Deskwoot's file in the 3CX Admin Console and pastes the key. 3CX connects only one CRM at a time, so it stops sending calls to a CRM you had connected before. One phone system goes into one phone inbox; with several, add one phone inbox for each.

A call someone answered goes to the person who took it. A missed call waits for an answer like a message does, and a call back answers it. You choose whether missed calls are shared out in turn or wait until someone picks them up, and from the Business plan the calls of a 3CX queue go to the Deskwoot team you pick. 3CX emails a voicemail only to the 3CX user whose voicemail box took it. Add a rule to that mailbox that forwards these emails to the address in the inbox's Phone tab, and while transcripts and recordings are on, each voicemail shows up under its missed call, with the recording.

Transcripts and recordings are off at first. Once you confirm that your callers are told, and that they agree where the law asks for it, your team can listen to a call and read its transcript right under it. When 3CX sends no transcript, Deskwoot writes one from the recording for $0.10 for each started 10 minutes, paid from your prepaid balance (not on the Free plan). Transcripts that 3CX writes itself cost nothing. Click Summarize under a call, and Copilot writes a short note; each summary counts as 1 AI conversation.

Call a customer from the contact page, the conversation or right under a missed call. Each person who calls from Deskwoot needs the 3CX Click2Call extension in Chrome or Edge, which hands the call to 3CX. The contact and organization pages show the newest calls and who took them, the list Unknown callers under Contacts shows the people known only by their number, and Reports count missed calls and calls per person.