Don't transfer call but send mail

[gbovo73]

I have this issue: I am trying to instruct my AI agent so that, if it fails to resolve a problem, it does not look for other agents to whom it can transfer the call; instead, it should send an email containing the product name, the product serial number, and a description of the issue. Even though I have given it these instructions, it still keeps asking me if I would like to transfer the call.

 

[KyriacosS_3CX]

I believe you are in update 9, that does not yet have the dedicated customer service agent? Regardless though:

In a way, the cleanest path to that is to tune the PA agent to do support, and use email as the notify boss path.
You may also make an ai agent only able to forward to a destination that is offline and does not have voicemail, forcing the email path.

I have not specifically tested the above suggestions.

But really we would need to dig a little on your prompt changes in regards to stock prompt to see what happens.