Using an AI Agent instead of Voicemail

[pmterp]

Is there a way to use the AI agent to take a message as opposed to using voicemail? For example, the call comes in outside business hours, the agent asks some questions and then lets them know they'll pass the message along to have it handled during business hours. I would not want the agent to then transfer the call to voicemail since that would be redundant.

 

[KyriacosS_3CX]

Hello,

The AI agents as released now are tuned to try and pass calls to a human and ask if you want to leave a message or a voicemail if the destination is not reachable, so in general yes they can take a message, but the caller needs to request it. Some prompt editing might bring them closer to just being message takers.

- Perhaps the biggest hurdle here is that they don't have a view that the call was passed to them as a forwarding from an extension, so they will need to determine who the call was originally for, adding friction.

 

[accentlogic]

- Perhaps the biggest hurdle here is that they don't have a view that the call was passed to them as a forwarding from an extension, so they will need to determine who the call was originally for, adding friction.

Does this mean that passing the origination extension is planned for a future release? This would also be very useful for sending a caller back to Digital Receptionists, Call Scripts, Ring Groups, Queues, etc.

 

[KyriacosS_3CX]

There will of course be new features/agent types coming in future updates.

Can't comment on anything specific but would still like to encourage all to keep dropping ideas and suggestions in the forum, and to keep an eye out for relevant announcements.

 

[accentlogic]

Thanks @KyriacosS_3CX. @pmterp This has been posted to the Ideas forum.

https://www.3cx.com/community/threa...-returning-callers-back-to-the-source.136817/