Hi all,
we have the WhatsApp integration (Meta Cloud API) up and running. Inbound messages arrive in our queue and replies work fine.
We are now testing an AI Agent (type: Receptionist) as the default route of the WhatsApp channel, so it can pre-qualify requests and hand them over to Support or Sales. The AI Agent is selectable as the destination and does reply in the WhatsApp chat. In the agent's routing settings we added the topic "Support" with our support queue as target.
Issue: the AI Agent never hands over the chat. Instead it replies that there is no contact available for support. The conversation stays with the AI Agent and is not visible to any of our agents.
Questions:
- Is chat handover (WhatsApp → queue or extension) supported for AI Agents at all, or does routing only apply to voice calls?
- If not supported: what is the recommended approach so a human agent can take over the chat (e.g. Take Message / chat forwarding)?
- Where can admins or managers see the AI Agent's chat conversations?
This seems related to an unanswered thread from August: https://www.3cx.com/community/threa...can-ai-answer-incoming-chats-whatsapp.138064/
Environment:
3CX V20 20.0.10.1277, AI Edition, 8SC
Self-hosted, Debian on Azure
AI provider: OpenAI, model GPT 5.5
Thanks in advance!
we have the WhatsApp integration (Meta Cloud API) up and running. Inbound messages arrive in our queue and replies work fine.
We are now testing an AI Agent (type: Receptionist) as the default route of the WhatsApp channel, so it can pre-qualify requests and hand them over to Support or Sales. The AI Agent is selectable as the destination and does reply in the WhatsApp chat. In the agent's routing settings we added the topic "Support" with our support queue as target.
Issue: the AI Agent never hands over the chat. Instead it replies that there is no contact available for support. The conversation stays with the AI Agent and is not visible to any of our agents.
Questions:
- Is chat handover (WhatsApp → queue or extension) supported for AI Agents at all, or does routing only apply to voice calls?
- If not supported: what is the recommended approach so a human agent can take over the chat (e.g. Take Message / chat forwarding)?
- Where can admins or managers see the AI Agent's chat conversations?
This seems related to an unanswered thread from August: https://www.3cx.com/community/threa...can-ai-answer-incoming-chats-whatsapp.138064/
Environment:
3CX V20 20.0.10.1277, AI Edition, 8SC
Self-hosted, Debian on Azure
AI provider: OpenAI, model GPT 5.5
Thanks in advance!
