Feature Request: Retain AI Transcriptions Without Call Recordings

[Nick - SPN Co]

I'd like to request a feature that would make AI transcription much more usable for customers in regulated industries.

At present, AI transcriptions and summaries are tied to the call recording. If the recording is deleted, the transcription is also removed.

For many organisations—particularly in healthcare, legal, government and financial services—this creates a compliance issue. They want to retain a written record of conversations but are either prohibited from retaining call recordings or have policies requiring recordings to be deleted much sooner than written records.

A common response is to export the transcription to a CRM, PSA or another external system, or to email the transcript. Unfortunately, neither option is suitable for many customers:

• Many customers specifically want all call information to remain within 3CX rather than being distributed across third-party systems.
• Not every customer has a CRM or document management system capable of storing call transcripts.
• Emailing transcripts introduces additional privacy, security and retention concerns, particularly for sensitive information such as medical records.
• The native Recordings interface in 3CX already provides an excellent place to search and review conversations. Customers simply want the transcript to remain available there after the audio has been removed.

The ideal solution would be:

• Separate retention policies for call recordings and AI transcriptions.
• An option to automatically delete the audio once transcription has successfully completed.
• Continue displaying the transcript and AI summary in the existing Recordings interface.
• Clearly indicate that the audio recording is no longer available.

Another useful enhancement would be the ability to email AI transcriptions and summaries to a single shared mailbox instead of the user or extension that handled the call. This would allow organisations to retain central control of transcripts and better align with their privacy, compliance and record retention policies without relying on individual users' mailboxes.

These enhancements would allow organisations to comply with data minimisation and privacy requirements while still benefiting from AI transcription and summaries, without requiring external integrations or additional systems.

I believe this would significantly increase adoption of AI transcription in regulated industries and make the feature suitable for a much wider range of customers.

 

[nikolascx]

Hi Dear Nick,
Nice one!! Great feature request – I completely agree.
If a recording is deleted, the transcript should remain available. Anyway, most of the times the transcript is all you need. And recordings consume space.

I'll bring this up at our next feature committee meeting for discussion.
Thank you for the suggestion!!!
God bless

 

[Phil-STIC]

It would also be great to be able to view AI-generated summaries directly from a contact’s history, from their contact card in the client app (web/desktop/mobile). During a call, it would be helpful to quickly view a summary of previous conversations with that contact, without having to search through call reports or recordings. This would save a lot of time for anyone picking up a conversation where a colleague left off, or simply needing quick context during a call... or even before answering...

 

[nikolascx]

It would also be great to be able to view AI-generated summaries directly from a contact’s history, from their contact card in the client app (web/desktop/mobile). During a call, it would be helpful to quickly view a summary of previous conversations with that contact, without having to search through call reports or recordings. This would save a lot of time for anyone picking up a conversation where a colleague left off, or simply needing quick context during a call... or even before answering...

View attachment 52246

Indeed - this is also a nice idea. Thanks for reporting.
I will forward it to the steering team

 

[aholmes-think]

I'd like to request a feature that would make AI transcription much more usable for customers in regulated industries.

At present, AI transcriptions and summaries are tied to the call recording. If the recording is deleted, the transcription is also removed.

For many organisations—particularly in healthcare, legal, government and financial services—this creates a compliance issue. They want to retain a written record of conversations but are either prohibited from retaining call recordings or have policies requiring recordings to be deleted much sooner than written records.

A common response is to export the transcription to a CRM, PSA or another external system, or to email the transcript. Unfortunately, neither option is suitable for many customers:

• Many customers specifically want all call information to remain within 3CX rather than being distributed across third-party systems.
• Not every customer has a CRM or document management system capable of storing call transcripts.
• Emailing transcripts introduces additional privacy, security and retention concerns, particularly for sensitive information such as medical records.
• The native Recordings interface in 3CX already provides an excellent place to search and review conversations. Customers simply want the transcript to remain available there after the audio has been removed.

The ideal solution would be:

• Separate retention policies for call recordings and AI transcriptions.
• An option to automatically delete the audio once transcription has successfully completed.
• Continue displaying the transcript and AI summary in the existing Recordings interface.
• Clearly indicate that the audio recording is no longer available.

Another useful enhancement would be the ability to email AI transcriptions and summaries to a single shared mailbox instead of the user or extension that handled the call. This would allow organisations to retain central control of transcripts and better align with their privacy, compliance and record retention policies without relying on individual users' mailboxes.

These enhancements would allow organisations to comply with data minimisation and privacy requirements while still benefiting from AI transcription and summaries, without requiring external integrations or additional systems.

I believe this would significantly increase adoption of AI transcription in regulated industries and make the feature suitable for a much wider range of customers.

You can setup your ai prompt to email out the transcription to somewhere outside of 3CX for safe keeping if the call recording is deleted.

 

[Dwyte]

Hmm, I asked my agent to email something to me and it said it couldn't. How do I enable email?

 

[aholmes-think]

Hmm, I asked my agent to email something to me and it said it couldn't. How do I enable email?

You have to put the code in the prompt. Verbally saying it, I have no idea if that works.

 

[Dwyte]

Um, can you be a little more specific?

What is there specific code? Or is it just putting "you can use email" in the prompt?

Can the agent look up other 3CX users email addresses?

Does it use OpenAI for email or the 3CX configured server?

Sorry if I am being dense, all new stuff.

 

[aholmes-think]

Um, can you be a little more specific?

What is there specific code? Or is it just putting "you can use email" in the prompt?

Can the agent look up other 3CX users email addresses?

Does it use OpenAI for email or the 3CX configured server?

Sorry if I am being dense, all new stuff.

Yep - there's agentic actions, here's a snippet from prompt i created which sent me the transcirpt of the call at the end.

# Closing
When you have the callers name, call back number and message, end the call warmly by doing the following:
1. Say one short goodbye sentence. Thank them, tell them someone will follow up.
2. Call take_handoff_decision with kind=email and destination=127.
3. Call perform_email.