Call Review SMS
Call Review SMS is an AgentManager module — not a third-party plugin — that automatically texts a client a star-rating link after a qualifying phone call, so you can track satisfaction without chasing feedback manually.
API_CREDENTIALS permission — Global roles only, to configure. Both 3CX and SMS must already be connected before this card can be enabled.
Enabling It
Go to Settings → Integrations & Plugins → All Plugins, find the Call Review SMS card under "AgentManager modules," and turn it on. You can configure:
| Setting | Purpose |
|---|---|
| Minimum call duration | Calls shorter than this (default 90 seconds) don't trigger a survey |
| Cooldown per number | Prevents texting the same number more than once within a set window |
| Known contacts only | Restrict surveys to numbers that match an existing client or CRM contact |
| Message template | Editable SMS text with {agent}, {org}, and {link} placeholders |
How It Works
A background job checks new 3CX calls roughly every minute. Any call that clears the minimum-duration and cooldown rules triggers an SMS — sent from your organisation's own number, using one SMS credit — with a link to a short star-rating form.
The client doesn't need an account to respond: the link opens a public page (/r/{token}) with a one-time token, where they leave a star rating and an optional comment.
Viewing Results
Results appear under Reports → Call Reviews — this report only shows up in the sidebar once Call Review SMS is enabled. Each row shows the date, client/contact, phone number, agent, status (Pending / Sent / Rated / Skipped / Failed), star score, and comment. Scores also feed into agent KPI reporting.