AI Agent Written Message Delivery Still Not Working - V20 Alpha 9

[directlineit]

Environment:

• 3CX Version: V20 Update 9 Alpha
• License: Enterprise/AI
• Deployment: Hosted
• OpenAI Models: gpt-realtime-1.5 (calls), gpt-4o-mini (text)

Issue:AI agent successfully handles after-hours calls, collects caller information, and confirms a message has been sent — but no written message is delivered to any internal extension via web client chat. This issue was present in Update 8 Final and has not been resolved in Alpha 9.


What works:

• Call transfers to on-call extension work correctly
• Spam filtering works correctly
• Call transcription and recording work correctly
• Emergency routing works correctly
• AI voice and conversation quality are noticeably improved in Alpha 9

What doesn't work:

• Written message delivery to internal extension via web client chat
• Tested against a standard user extension (not a ring group or queue)
• AI confirms to the caller that the message has been sent, but nothing arrives in the destination extension's chat inbox

Configuration tested:

• Separate Call Routing topics for emergency transfers vs. message destination
• Different destination extensions for each topic to avoid "value already in use" conflict
• Destination set to a standard user extension

Question:Has anyone confirmed written message delivery working in Alpha 9? Is there a specific configuration requirement we're missing, or is this still an open bug? Any guidance from the 3CX team would be appreciated.

 

[KyriacosS_3CX]

Hello,

Could you check if this is the same if other models, not the minis, are used? Let's see if that makes a difference before we try to dig further.

 

[directlineit]

@KyriacosS_3CX I have tried GPT-4o-mini, and all the GPT-5 options, all never send the information left in the message to my chat.

 

[nikolascx]

Hi @directlineit
We released a new update that fixes this problem completely.

 

[directlineit]

Hi @directlineit
We released a new update that fixes this problem completely.

So far in testing, we are not seegin a change after the upgrade, still not getting message

 

[nikolascx]

HI directlineit
Best create a new agent and try again. Like this you ensure that you use the latest shipped prompt.
It should work 100%
If it doesn't send logs in PM "3CXAI.log" and we will check

 

[directlineit]

so its still not working even after reboot and rebuild of agent, and there is no 3CXAI.log in the default log location just the following

$ sudo ls -la /var/lib/3cxpbx/Instance1/Data/Logs/
total 32032
drwxr-x--- 4 phonesystem phonesystem 4096 May 7 14:15 .
drwxr-x--- 13 phonesystem phonesystem 4096 Oct 12 2024 ..
-rw-r----- 1 phonesystem phonesystem 1004 May 7 14:15 3CXAudioProvider.2026-05-07.141500.log
-rw-r----- 1 phonesystem phonesystem 3721672 May 7 14:15 3CXCallFlow.log
-rw-r----- 1 phonesystem phonesystem 90165 May 7 14:15 3CXConfService.2026-05-07.141456.log
-rw-r----- 1 phonesystem phonesystem 4442 May 7 14:15 3CXGatewayService.log
-rw-r----- 1 phonesystem phonesystem 335656 May 7 14:15 3CXIVR.log
-rw-r----- 1 phonesystem phonesystem 29477 May 7 14:13 3CXPhoneSystem-20260507-141307.blrec
-rw-r----- 1 phonesystem phonesystem 29008 May 7 14:15 3CXPhoneSystem-20260507-141500.blrec
-rw-r----- 1 phonesystem phonesystem 37277 May 7 14:16 3CXPhoneSystem.bldef
-rw-r----- 1 phonesystem phonesystem 7687 May 7 14:15 3CXQueueManager.log
-rw-r----- 1 phonesystem phonesystem 1588 Jul 13 2024 3CXQueueManager.track.log
-rw-r----- 1 phonesystem phonesystem 15934 Sep 6 2025 3CXWebMeeting.log
-rw-r----- 1 phonesystem phonesystem 13142608 May 7 14:15 3cxManagementConsole.log
-rw-r----- 1 phonesystem phonesystem 15251604 May 7 14:15 3cxSystemService.log
drwxr-x--- 3 phonesystem phonesystem 4096 May 7 14:12 Backup
drwxr-x--- 2 phonesystem phonesystem 4096 Jun 4 2024 CDRLogs
-rw-r----- 1 phonesystem phonesystem 49003 May 7 14:15 CloudServiceWatcher.log
-rw-r----- 1 phonesystem phonesystem 15940 May 30 2024 RestoreCmd.log

 

[nikolascx]

The log file that controls the emails is 3CX System Service.log. So you are in the right place.
3CX AI.log is located in another path /var/lib/3cxpbx/Data/Logs/

 

[directlineit]

The log file that controls the emails is 3CX System Service.log. So you are in the right place.
3CX AI.log is located in another path /var/lib/3cxpbx/Data/Logs/

PM sent with LOG

 

[nikolascx]

Hi Team
New updates were released - for sure now this is fixed
thanks for reporting

 

[directlineit]

@nikolascx So rebuilt the agent, and still not getting messages after updating to Version 20.0 Update 9 (Build 959 Beta - AI 1.4.48)

 

[KyriacosS_3CX]

Hello,

Can you advice on the OpenAI config options/choices you are using, and also share an anonymized as needed copy of the Agent config and prompts? You can also reshare logs with via PM @nikolascx if you wish, but if you share the rest of the info publicly, we can get more eyes on it faster.

 

[nikolascx]

@nikolascx So rebuilt the agent, and still not getting messages after updating to Version 20.0 Update 9 (Build 959 Beta - AI 1.4.48)

Can your pbx send emails in general? So for example on missed calls do you get an email?
When a voicemail is left, do you get an email?
Then after you confirm that your SMTP settings are working, we can check the log.

And explain the scenario you put. What you tell the AI?
Is it the email option or the short message (Chat)

Thanks so much

 

[directlineit]

Can your pbx send emails in general? So for example on missed calls do you get an email?
When a voicemail is left, do you get an email?
Then after you confirm that your SMTP settings are working, we can check the log.

And explain the scenario you put. What you tell the AI?
Is it the email option or the short message (Chat)

Thanks so much

All email alerts are working fine, VM, Missed calls, etc, this is when I ask the AI to just leave a short message, or a message in general, nothing ever comes through in chat, which is what I thought was suppose to happen

 

[nikolascx]

Ok thats good news that the other email alerts work.
Make sure you are on the latest version of 3CX and AI.
Then check the logs. Look at the last line. it should send an email. Send me the log in pm and I will check. It must work.

 

[directlineit]

Ok thats good news that the other email alerts work.
Make sure you are on the latest version of 3CX and AI.
Then check the logs. Look at the last line. it should send an email. Send me the log in pm and I will check. It must work.

Currently Email is going through M365, and using my account, and there is no email logs that I could find, other than the emails I get from myself, which are all accounted for.

 

[nikolascx]

Checking email logs means the email was sent. We need to see why the email was not sent. So you need to check the logs of the process that should send the email. The initiator is the AI Agent so you need a log file named 3CXAI.log.
Easiest way is to make the call and replicate the failure.
Then generate support info.
Get the zip, extract it and in there, you will find a logs folder. Inside you will find the 3CXAI.log. Send the whole zip package.