Setup requirements
- Customer account
- At least one WhatsApp instance
- 3CX integration settings saved
- Webhook secret copied into 3CX
On-Site Documentation
3CX Middleware Overview
How WhatsApp Gateway connects inbound 3CX support workflows to controlled transactional WhatsApp replies.
Overview
What the integration does
3CX middleware lets inbound customer support conversations move through WhatsApp Gateway while preserving purpose checks, plan limits, opt-outs, pause controls, and policy logging. WhatsApp users must message first before agents reply from 3CX.
Customer dashboard settings
- Integration status
- 3CX endpoint URL
- Auth mode
- Allowed IPs
- Default instance
- Inbound, outbound, and call-event toggles
Inbound WhatsApp to 3CX
- WhatsApp Gateway receives an inbound message
- Opt-out handling runs first
- Active 3CX integration receives a normalized support event
Outbound 3CX to WhatsApp
- 3CX posts an outbound_message reply event
- Webhook secret and security checks run
- The recipient must have an active inbound WhatsApp conversation window
- Message is sent only through guarded responsible messaging controls
Call-event templates
- Missed call and voicemail workflows inside active conversation windows
- Template variables for phone, queue, extension, time, and business name
- 15-minute cooldown for repeated call-event messages
Security options
- Webhook secret validation
- Optional IP allowlist
- Optional HMAC signing
- Payload size limits
- Rate limiting
- Sanitized logs
Responsible messaging controls
The 3CX integration is designed for support, transactional, operational, and internal team workflows where the WhatsApp user messages first. It is not a bulk marketing, campaign, broadcast, or cold outreach sender.