I integrated SMS/MMS into our 3CX phone system using Twilio — giving every sales agent across all locations a dedicated, direct line to text and call clients, streamlining communication through the sales and delivery process.
One Switchboard, a Hundred Conversations
Client communication funneled through shared numbers and phone tag, with no easy way for a customer to reach the specific agent handling their order, or to simply text. Giving each agent a direct, text-capable line meant extending the phone system in a way it wasn’t built for.
What I Delivered
Twilio SMS/MMS
Integrated Twilio SMS and MMS so agents could text and share media with clients directly.
Dedicated agent lines
Gave every sales agent, at every location, a dedicated direct line of their own.
3CX integration
Wired it all into the existing 3CX PBX — new capability on the system already in place.
Cost-effective comms
Delivered it as a cost-effective solution that improved both sales and delivery communication.
Skills & Tools
The stack behind this build — tap any to see related work.
The Impact
Every sales agent with a direct, text-capable line — clients reaching the right person by call or text, smoother sales and delivery coordination, and all of it layered cost-effectively onto the existing 3CX system.
A Direct Line to Every Customer
Customers don’t want a switchboard — they want the person handling their order. Extending 3CX with Twilio SMS/MMS gave every agent a real direct line, turning scattered phone tag into direct, textable conversations that moved sales and deliveries along.
Image credits: “Smartphone (screen on)” by 彭嘉傑 (CC BY-SA 4.0) · “Asterisk-based PBX on Raspberry PI” by Антон Пищулин (CC BY-SA 4.0) · “Young businesswoman with curly hair sitting in uniform holding smartphone and working on her laptop at home. (51533503705)” by Nenad Stojkovic (CC BY 2.0)
