3CX Phone Integration

Connect your firm’s 3CX phone system to Glade so inbound calls can look up the caller in Glade, open the right client record from 3CX, and (when enabled for your firm) land call transcripts on the client or case.

Important: 3CX is an enterprise / custom telephony integration. It is not a self-serve toggle under Settings → Integrations the way Zapier or QuickBooks is. Glade configures it with your firm and your 3CX admin. If you don’t already have 3CX connected, contact Glade Support or your Client Success manager.

Overview

3CX is a business phone (PBX) system many law firms use for high call volume. When Glade and 3CX are wired together, your phones can ask Glade questions about the caller and your agents can jump straight into the Glade contact without searching by hand.

Depending on what Glade has enabled for your firm, the integration can cover:

• Caller lookup for routing — Does this phone number exist in Glade? Is there an active case? Is there a 341 meeting date?
• Screen pop from 3CX — From an active call in 3CX, open the matching Glade client record (often labeled CRM in 3CX).
• Call transcript ingest — Send recorded-call transcripts from 3CX into Glade so they appear with the client (and case when Glade can match one), instead of only pasting them by hand.

How It Works

1. Caller ID lookup (for intelligent routing)

On an inbound call, 3CX can query Glade with the caller’s phone number. Glade’s answers are used by your 3CX call flow so Customer Care (or intake) can route without a manual case lookup.

The core questions Glade is asked to answer:

1. Does this phone number exist on a Glade contact for your firm?
2. Is there a case number (active matter) for that contact?
3. If so, is there a 341 meeting date on that case?

If the number is not found in Glade, 3CX continues with its own default routing. Exact queue names, prompts, and branch logic live in your firm’s 3CX call-flow configuration (your 3CX admin owns that side — often via 3CX Call Flow Designer and a CRM integration template).

2. Open the client in Glade from 3CX (screen pop)

1. Answer or place the call in the 3CX softphone or desk phone app.
2. On the active call, use the CRM control (the label may still say “CRM” even though it opens Glade).
3. Glade opens the matching client / contact record in the browser when the phone number matches a contact at your firm.

Phone numbers must match what is stored on the contact in Glade. If search or screen pop fails, check that the number is saved on the person (not only on an old import field), and try the digits without formatting — matching is sensitive to how numbers were stored.

3. Call transcripts into Glade

When transcript ingest is enabled for your firm, 3CX can send call text into Glade automatically so the conversation is stored as a Transcript on the client (and on a case when Glade can attach it).

What to expect:

• Transcripts are intended for calls your firm records in 3CX (for example new-business / intake calls).
• Some firms deliberately do not record attorney consults; those calls will not produce a transcript feed.
• You can still add transcripts manually under a case → Client Communication → Transcripts if a call wasn’t ingested automatically.

4. Agent availability before live transfers

Live transfers depend on the receiving agent’s 3CX presence. If someone is not Available in 3CX (for example marked Away, or their softphone is offline), inbound transfers can fail even when they are signed into Glade. Confirm the agent is Available in 3CX and that their extension/softphone is online before transferring.

Key Details

• Not self-serve. There is no firm-admin “Connect 3CX” panel documented in Glade Settings for all firms. Enablement is coordinated by Glade with your 3CX administrator (CRM template / webhook / API credentials on the 3CX side).
• 3CX owns the call flow. Queue prompts, after-hours, and which Glade answers change routing are configured in 3CX. Glade supplies contact/case/341 answers; it does not replace your PBX.
• Phone data quality matters. Missing, outdated, or differently formatted phone fields on contacts will break both routing lookups and screen pop. Prefer keeping one canonical phone on the client profile.
• Transcripts are internal. Ingested transcripts follow the same rules as manual transcripts: visible to your team in Glade, not shown to clients in the portal.
• Related path for other phone tools. If you use a different call-tracking or form tool (not 3CX), leads and call text can often enter Glade through the Zapier Integration instead.

FAQ

Q: Can any Glade firm turn on 3CX from Settings?
A: No. 3CX is set up as an enterprise telephony connection with Glade Support / Engineering and your 3CX admin. Ask your Client Success manager if your firm uses 3CX and wants it connected.

Q: Does Glade record or transcribe the call itself?
A: Glade does not act as your phone recorder. Recording and transcription happen in 3CX (or another tool). When ingest is enabled, Glade stores the transcript text 3CX sends. You can also paste transcripts manually — see Transcripts.

Q: Why does the button in 3CX say “CRM” instead of “Glade”?
A: 3CX’s CRM integration UI often uses a generic “CRM” label. It can still open the Glade client record. Renaming the label is a 3CX-side change your phone admin can make.

Q: A transfer didn’t ring — what’s the first thing to check?
A: Confirm the destination agent is Available in 3CX and that their 3CX extension/softphone is online. Glade login status alone does not control 3CX ringing.

Q: Screen pop opened the wrong person or nobody.
A: Check that the caller’s number is saved on the correct Glade contact and that duplicates aren’t splitting the same number across archived contacts. Re-test with digits only if your team often pastes formatted numbers.

Q: Where do I see transcripts that came from 3CX?
A: Open the client → profile → Transcripts, or open the related case → Client Communication → Transcripts. Same places as manually added transcripts.

Q: Can I click a phone number in Glade to place a call in 3CX?
A: Click-to-call from inside Glade into 3CX is not a documented Glade feature. The confirmed flow is the reverse: use 3CX for the call, then open Glade from the CRM control when you need the client record.

Getting help

For enablement, call-flow changes, or transcript feed issues, contact Glade Support from the in-app chat or email your Client Success manager, and include your firm name plus whether the problem is routing, screen pop, or transcripts.