SMS & AI Agent issue

[TownTech]

I currently have my main phone number under Voice & Chat Trunk and the default router is the AI Agent.
The AI Agent doesn't have a DID assigned to it.
When it is set this way, My user loses the ability to SMS text from my Main number.
If I change my User to use the Main number in my DID, then all calls come to me instead of the AI Agent.
Anyone know how to have all calls from the main number go to the AI Agent, but give my user the ability to SMS text to & from my Main number. It was working the way I wanted it last week. Not sure what happened.

 

[BrunoI_3CX]

Hello @TownTech

If your goal is to have inbound calls handled by the AI Receptionist while routing SMS to a user extension or queue, an alternative configuration would be to assign the main DID to a Digital Receptionist.

From there, you can navigate to the 'Options' tab and configure the Forward SMS option to route SMS messages to the desired queue, Ring Group, or user extension. Then, under the Options tab, set 'If no input within to 1 second' and route the call to your AI Receptionist.



Please perform a test using this configuration, and let us know your results.

 

[TownTech]

Thanks. That works, but now the AI says, Thank you for calling, this is Amelia Main Digital Receptionist.
Main Digital Receptionist is the Digital Receptionist Name. How do I tell the AI Agent not to say the Digital Receptionist Name? Just the AI Agent name (Amelia)

 

[BrunoI_3CX]

Hello @TownTech

In the mentioned scenario, since the behavior appears to be related to the variable being used, you can edit your AI Receptionist, navigate to the Agent Type tab, and customize the First Message entry to personalize the greeting by adding the name explicitly. For example:

Welcome, you've reached {{ company_name }} - this is Amelia Earhart. How can I help you today?

That way, when testing, you should hear only the name you've configured in the greeting, rather than the Digital Receptionist name.

Please let us know your results.

 

[TownTech]

Great, tested it. working nicely.
If it finds the customers name in the phonebook, it greets them with their first and last name. Is there a way to just have it greet them by their first name only?
This is part of what is in the AI Prompt:
- "Welcome to {{ company_name }}. This is {{ agent_name }}. How may I help?"
{{/first_message}}
{{#other_party_name}}
- The caller is {{ other_party_name }}. Greet them by name naturally within the first message.
{{/other_party_name}}

Can I do this? :
- "Welcome to {{ company_name }} {{ other_party_name }}. This is {{ agent_name }}. How may I help?"
{{/first_message}}
{{#other_party_name}}
- The caller is {{ other_party_name }}. Greet them by first name naturally within the first message.
{{/other_party_name}}

 

[KyriacosS_3CX]

Great, tested it. working nicely.
If it finds the customers name in the phonebook, it greets them with their first and last name. Is there a way to just have it greet them by their first name only?
This is part of what is in the AI Prompt:
- "Welcome to {{ company_name }}. This is {{ agent_name }}. How may I help?"
{{/first_message}}
{{#other_party_name}}
- The caller is {{ other_party_name }}. Greet them by name naturally within the first message.
{{/other_party_name}}

Can I do this? :
- "Welcome to {{ company_name }} {{ other_party_name }}. This is {{ agent_name }}. How may I help?"
{{/first_message}}
{{#other_party_name}}
- The caller is {{ other_party_name }}. Greet them by first name naturally within the first message.
{{/other_party_name}}

Hello,

That should work, with the caveat that it is up to the AI backend to determine which of the name parts (FFFFF MMMM LLLL) is the first name, and it might not get it right 100% of the time. If your prompt is not overly heavy, you could add the additional specification that the first part (or whatever order names are brought in via your CRM) is the first name and not to guess.

This though is probably over-engineered, give your version a go first.