Hi everyone,
Since V20 Update 9 introduced the new "Send Email" feature for AI Agents
(https://www.3cx.com/blog/docs/ai-agent-email-transcripts/), I've set up
several AI Personal Assistants to collect leads and support requests
after hours (technical issues, commercial inquiries, billing questions).
From the documentation, the Send Email / chat notification only fires
on 4 specific scenarios:
- Blocked calls (keywords)
- Spam calls (keywords)
- Abusive or frustrated callers
- Non-responsive or non-collaborative callers
My use case is different: I need a notification (chat or email) for
EVERY successfully completed call, where the caller was fully
cooperative and the AI Agent collected all the required information
(company name, contact, phone number, request details, availability).
Right now, a normal, well-behaved call that ends cleanly triggers
nothing at all — no chat, no email — even though this is precisely the
information I need to act on.
I tried working around this by rewording the "Bloquer l'appel" /
"Urgent" instruction fields to describe "collection completed" instead
of real block/urgency criteria, but this doesn't reliably fire, likely
because those fields are evaluated early in the call (screening) rather
than continuously through to call completion.
Is there a way to:
1. Trigger the Send Email feature (or an equivalent chat notification)
on EVERY call handled by an AI Personal Assistant / Receptionist,
regardless of caller behavior, or
2. Add a 5th scenario / dedicated setting for "call completed
successfully with full information collected"?
I saw a similar request in the "Known bugs / problems" thread
(https://www.3cx.com/community/threads/known-bugs-problems.136734/)
regarding after-hours message intake being forwarded to chat/voicemail
— this seems related.
Config: 3CX AI Edition, V20 Update 9, AI Personal Assistant agents with
OpenAI Realtime models.
Thanks in advance!
Since V20 Update 9 introduced the new "Send Email" feature for AI Agents
(https://www.3cx.com/blog/docs/ai-agent-email-transcripts/), I've set up
several AI Personal Assistants to collect leads and support requests
after hours (technical issues, commercial inquiries, billing questions).
From the documentation, the Send Email / chat notification only fires
on 4 specific scenarios:
- Blocked calls (keywords)
- Spam calls (keywords)
- Abusive or frustrated callers
- Non-responsive or non-collaborative callers
My use case is different: I need a notification (chat or email) for
EVERY successfully completed call, where the caller was fully
cooperative and the AI Agent collected all the required information
(company name, contact, phone number, request details, availability).
Right now, a normal, well-behaved call that ends cleanly triggers
nothing at all — no chat, no email — even though this is precisely the
information I need to act on.
I tried working around this by rewording the "Bloquer l'appel" /
"Urgent" instruction fields to describe "collection completed" instead
of real block/urgency criteria, but this doesn't reliably fire, likely
because those fields are evaluated early in the call (screening) rather
than continuously through to call completion.
Is there a way to:
1. Trigger the Send Email feature (or an equivalent chat notification)
on EVERY call handled by an AI Personal Assistant / Receptionist,
regardless of caller behavior, or
2. Add a 5th scenario / dedicated setting for "call completed
successfully with full information collected"?
I saw a similar request in the "Known bugs / problems" thread
(https://www.3cx.com/community/threads/known-bugs-problems.136734/)
regarding after-hours message intake being forwarded to chat/voicemail
— this seems related.
Config: 3CX AI Edition, V20 Update 9, AI Personal Assistant agents with
OpenAI Realtime models.
Thanks in advance!
