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3CX Live Chat pros and cons

Vendor: 3CX

4.4 out of 5

55 reviews
91% willing to recommend

Pros & Cons summary

3CX Live Chat enhances customer mobility and integrates seamlessly with existing CRM systems and WordPress. It supports SIP compliance, offering compatibility with multiple SIP phone vendors. Strong reporting and management features cater to call center capabilities. However, customization limitations, configuration challenges, and underdeveloped web meeting features hinder its competitive edge. Call recording flexibility is restricted, and integration complexities may impact enterprise-level systems, limiting the platform's user-friendly appeal.

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Prominent pros & cons

PROS

3CX Live Chat provides mobility, allowing users to access their phone system from anywhere.

It integrates seamlessly with CRMs, syncing numbers and enhancing communication quality.

3CX Live Chat supports integration with SMS, making it convenient for customer communication.

The call queue and reporting systems are robust and cost-effective compared to competitive solutions.

3CX Live Chat offers valuable features including meetings, IVR, and workflow personalization.

CONS

3CX Live Chat lacks sufficient options for call recording and the ability to pause recording during sensitive customer interactions.

Customization features are limited in terms of call flow design and configuration changes require reinstallation.

Existing integration capabilities are inadequate, resulting in data extraction issues and CRM compatibility problems.

Group calling feature is absent, complicating multi-party communication and requiring workaround processes.

Reporting, analytics, and dashboards need improvement to enhance depth and insight generation.

3CX Live Chat Pros review quotes

General Manager at Beyond IT Services

Sep 17, 2024

The most valuable features of 3CX include meetings, IVR, and the workflow personalization of the service desk activity.

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Harrison Bulley

Senior Infrastructure Engineer at Net Consulting

May 25, 2023

The solution is stable.

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CW

VoIP Network Engineer at Infinet Solutions

Jun 17, 2022

The call queue and reporting systems are robust compared to what you have to pay to get the same level of functionality with a competing system.

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Christodoulos Panagi

Accountant at a financial services firm with 51-200 employees

May 29, 2022

3CX is useful and easy to use. I can talk to my colleagues from anywhere.

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SW

Owner at Cerberus IT Solutions

Oct 12, 2021

The most valuable features of 3CX Live Chat are the ability to go straight to a call or screen-sharing and creating multiple channels from the same chat widget effectively. The ability to raise a call straight out to the cloud is fantastic, it is really useful. Additionally, it integrates very well with WordPress.

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Head CX at Tecrivuelt

Sep 25, 2021

3CX is easy to use. It's pretty a much regular PBX system. It is quite easy to configure aspects of it, and it has a good soft client.

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SM

Strategic Partner at East Kentucky Telecom Inc.

Oct 2, 2021

The integration with SMS has been helpful. That's how a lot of customers prefer to communicate nowadays. It makes it convenient for the customer to reach us.

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GS

IT Consultant at DirectCall

Sep 17, 2021

3CX has a graphical user interface, and this is awesome because I don't have to have an IT person from my company in my customer's environment to set up and configure 3CX for my client. I just train the customer.

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Stavros Tsakmakas

Junior Middle Office Officer at a financial services firm with 501-1,000 employees

Jul 18, 2022

It’s straightforward to set up.

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Michalis Evripidou

Payment Specialist at a wholesaler/distributor with 51-200 employees

May 29, 2022

It lets you see how many calls you made, the time you called, and how many minutes you spent on the phone.

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3CX Live Chat Cons review quotes

General Manager at Beyond IT Services

Sep 17, 2024

The reporting and dashboards of 3CX could be improved.

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Harrison Bulley

Senior Infrastructure Engineer at Net Consulting

May 25, 2023

Its features for scheduling and generating reports need improvement.

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CW

VoIP Network Engineer at Infinet Solutions

Jun 17, 2022

There are a lot of quality of life things that could be improved. When adding extensions, you need to use the extension import setting, you can't just use an import function to update extensions. You have to delete and recreate the extension, which can have all kinds of unintended consequences.

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Download Free Report

Find out what your peers are saying about 3CX, Text, SalesLoft and others in Live Chat. Updated: April 2026.

893,244 professionals have used our research since 2012.

Christodoulos Panagi

Accountant at a financial services firm with 51-200 employees

May 29, 2022

You cannot make a group call on 3CX. That feature would make my life easier because I could talk to two suppliers or a supplier and management together. I wouldn't need to end the call and call another person.

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SW

Owner at Cerberus IT Solutions

Oct 12, 2021

3CX Live Chat could improve by being more customizable. There should be more skinning options for the appearance of the solution when we embed it onto a website. This would allow us to make it look more like part of our solution, rather than a third-party application.

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Head CX at Tecrivuelt

Sep 25, 2021

Reporting and integration are the main challenges, which are at the mid-level or in the enterprise depending on the system that we choose.

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SM

Strategic Partner at East Kentucky Telecom Inc.

Oct 2, 2021

Message management in 3CX Live Chat is a little tricky. You can transfer a conversation to someone else if it comes into a group, but it isn't always easy to return the conversation to the group.

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GS

IT Consultant at DirectCall

Sep 17, 2021

In 3CX, customization is not as easy as I would like. With 3CX Call Flow Designer, you can set up the flow of a call, deliver it to the department, and automate the process. I can't do many things with this.

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Stavros Tsakmakas

Junior Middle Office Officer at a financial services firm with 501-1,000 employees

Jul 18, 2022

Having a video call would be a nice idea.

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Michalis Evripidou

Payment Specialist at a wholesaler/distributor with 51-200 employees

May 29, 2022

There should be an option to save some extensions.

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Show 10 more reviews (out of 46)