Cloud PBX: Calls in the Same Panel
With Chatinbox Cloud PBX, clinic and e-commerce teams run their phone line from the same panel as WhatsApp: phone menu, business-hours calendar, call queue, voicemail and a callback list.
A patient or customer who calls in the evening hears the night menu. Whoever presses "call me back" or leaves a voicemail lands on the callback list, and your team calls back from the list in the morning. Your number stays with your own operator; our team connects the line to the PBX.
The cloud PBX is a Chatinbox add-on module. It includes a phone menu, business-hours calendar, call queue, voicemail, callback list, call recording and call reports. Agents answer calls in the browser. Your number stays with your operator and our team connects the line. Pricing is set by quote.
Phone menu
Sample setup · clinic
Greeting: "Welcome to our clinic. Press 1 for appointments, 2 for treatment information, 9 and we will call you back."
Where Do Callers Get Lost?
In a clinic and in a store, the same three moments repeat every day. The PBX takes the caller somewhere in each of them.
Calls after closing time
A patient or customer who calls in the evening reaches nobody, and in the morning nobody knows who called. With the PBX the night menu plays; the caller asks for a callback or leaves a voicemail.
The second call on a busy line
When the front desk or customer service is already on the phone, the caller often does not try again. With the PBX the caller waits in a queue, hears hold music and is connected to the next free agent.
Nobody owns the callback
Missed calls end up on a note or on someone's mobile. With the PBX a callback request lands on the callback list and is assigned to an agent.
How It Is Set Up in a Clinic and a Store
Two sample menus. We set up the keys and targets with you to fit your team.
Appointment line
- 1 · Appointments: front-desk queue; a waiting patient hears music.
- 2 · Treatment info: the patient coordinator's extension.
- 9 · Call me back: callback list.
- After hours: night menu, public holidays separate.
Customer service line
- 1 · Orders and shipping: customer service queue.
- 2 · Returns and exchanges: the returns lead's extension.
- 9 · Call me back: callback list.
- Sale days: callers wait in the queue; when the wait runs out they leave a voicemail.
What Is in the Cloud PBX?
All of it sits in the Chatinbox panel where you handle WhatsApp conversations.
Phone menu and business hours
You upload the greeting as an audio file or turn text into speech. Keys send the caller to an extension, a queue, a mobile number or a sub-menu. The night menu, lunch break and public holidays run separately.
Call queue and voicemail
Calls ring agents in turn, all at once, or the agent idle longest first. You can upload your own hold music. A caller whose wait runs out leaves a voicemail.
Calls from the browser
Agents answer and place calls without installing anything. They put a call on hold or transfer it to another agent or a mobile number. Queue calls arrive in the browser phone.
Callback list
Whoever asks for a callback or leaves a voicemail lands on the callback list. The row turns to "Called" on its own once the person is called back through the PBX and answers. When someone calls again, the agent they last spoke to rings first.
Call recording
Our team switches recording on for your firm. If you want, the menu plays a "this call may be recorded" notice. Agents only play their own recordings, and every playback is logged.
Call reports and live status
The call list, queue and agent reports and the service level are in the panel. The list downloads as CSV. A supervisor can listen to a live call without either side hearing.
What Happens to an After-Hours Caller?
The path of a patient or customer who calls at 8 pm, until your team calls back in the morning.
- 1
The night menu answers
Following the business-hours calendar, the night greeting plays instead of the day menu.
- 2
The caller picks a path
They press "call me back" or leave a voicemail.
- 3
It lands on the callback list
The row goes to the agent you assigned the list to. The voicemail plays next to the row.
- 4
The agent calls back in the morning
Once a callback made through the PBX is answered, the row turns to "Called" on its own.
- 5
If the same person calls again
The agent they last spoke to rings first.
We Connect Your Line
No PBX box and no cabling. Our team connects the line to the PBX and does the first setup.
- Your number stays with your own operator. Chatinbox does not provide numbers; if you need a new one, you get it from your operator.
- We check before setup that the line is suitable.
- Our team sets up extensions, outbound call limits, recording and forwarding.
- Once your admin maps an agent to an extension, a Telefon button appears in the panel and the phone opens in its own window. A desk phone or an app such as Zoiper can also connect, but queue calls arrive only in the browser phone.
- Data protection (KVKK): if recording is on, a recording notice can be added to the menu. The legal assessment is yours; during setup we agree together who can record and who can listen.
Limits You Should Know
- ·112 and other emergency numbers cannot be dialled from this line. If an extension dials one, a warning announcement plays.
- ·There is no mobile app. On a mobile, a softphone app such as Zoiper is used.
- ·The caller's customer card does not open on its own when the phone rings. Calls show in the PBX call list and reports.
- ·The menu works with keys; there is no voice assistant that routes by speech.
Cloud PBX: Frequently Asked Questions
What is a cloud PBX?
A cloud PBX runs your phone line over the internet without a PBX box. In Chatinbox Cloud PBX the phone menu, business-hours calendar, call queue, voicemail, callback list, call recording and call reports sit in one panel. Agents answer calls in the browser.
Do you provide phone numbers?
No. Your number stays with your own operator and Chatinbox does not provide numbers. Our team connects your operator line to the PBX and checks before setup that the line is suitable. If you need a new number, you get it from your operator and we still set up the connection.
Where do agents answer calls?
In the browser. Agents answer and place calls without installing anything, put a call on hold, or transfer it to another agent or a mobile number. Once an agent is mapped to an extension, a Telefon button appears in the panel and the phone opens in its own window. A desk phone or an app such as Zoiper can also be used; queue calls arrive only in the browser phone.
How is it used in a clinic and in an online store?
In a clinic the appointment key goes to the front-desk queue and the treatment-info key to the patient coordinator. In a store the orders-and-shipping key goes to the customer service queue and the returns key to the returns lead. In both, the night menu plays after hours, and whoever asks for a callback or leaves a voicemail lands on the callback list.
Are calls recorded?
Our team switches call recording on or off for your firm. If you want, the phone menu plays a recording notice. Agents only play their own recordings, and every playback is logged. The legal assessment of recording is yours; we agree the settings together during setup.
How much does the cloud PBX cost?
The cloud PBX is an add-on module that is not included in Chatinbox plans. The price is set in a written quote. To get one, use the Request a Quote button on this page or book a 15-minute intro call.
Bring Your Phone Line into the Same Panel
Let us talk about your clinic's or store's call volume and opening hours; scope and price are then set in a written quote.
The 15-minute intro call is free and carries no commitment. We handle the setup; the setup fee depends on the scope of your business and appears as a separate line in the written quote.
How to do it
Step-by-step guides from the help center for this feature:
