AI settings

Choose, in one place, which AI your whole workspace uses: 9bx AI or your own AI provider with your own API key. Every feature that uses AI follows this choice: call analysis, the AI receptionist, live assist, live chat answers, CRM summaries and drafts, quality scoring, AI in HR and the knowledge hub. You enter a key once, here, and no other page asks for it.

Contents: Who can use it · Which AI to use · Your provider for each task · Add your own provider · Voice keys · AI minutes · Where AI is used · Call analysis · Example · Tips · FAQ

Who can use it

Administrators with the AI settings permission (view, or manage). It is open on every plan, also in workspaces without the phone module.

Where: Settings → AI (classic menu: Settings → AI).

Which AI to use

Option	Meaning
9bx AI	Ready to use, nothing to set up. Speech counts toward your monthly AI minutes.
My own AI provider	Use your own account and API key. Your provider bills you; it does not count toward your AI minutes.

If My own AI provider cannot be chosen, the page says "Using your own AI provider is not available for your workspace right now." Ask 9bx support.

If 9bx AI is paused for your workspace, the page says "9bx AI is paused". Your own provider, if you added one, keeps working.

Click Save to apply, or Discard to undo your changes.

Your provider for each task

When My own AI provider is selected, pick which of your providers does each task. A task left on 9bx AI uses 9bx AI.

Task	What it does
Text	Summaries, answers, drafts, scoring and reading documents
Speech to text	Turns calls and voice into text

Switch	Meaning
Use 9bx AI as a backup	When your provider is down, refuses a request or is not set for a task, 9bx AI takes over. Off: nothing runs without your provider.
Use my own voice keys for text to speech	The AI receptionist speaks with your own voice keys (see below). Off: 9bx voices.

Add your own provider

Under Your AI providers:

1. Click Add provider.
2. Choose the provider and give it a Name.
3. Enter the API key. It is stored encrypted and never shown again; leave it empty later to keep the saved key. Some providers also need an Address (for a self-hosted one, for example https://ai.example.com/v1) or a Region.
4. Enter the Models (the first is the default).
5. Click Save, then Test. Status tags: Working, Check failed, Off.

Edit a provider with Edit engine; delete it with Remove engine. Tasks that used it go back to 9bx AI.

While 9bx AI is selected, your providers stay saved but are not used.

Your data: what the AI needs (for example a recording or a masked transcript) is sent to your chosen provider under your own agreement with it.

Voice keys (text to speech)

Shown when your workspace has the phone module. Add your own key for a voice provider: click Add key next to the provider, fill in the fields it asks for, keep Use this key on and click Save. The key is tried before it is saved, stored encrypted and never shown again. Edit key replaces it, Remove key deletes it. To make the AI receptionist speak with these voices, turn on Use my own voice keys for text to speech above.

AI minutes this month

AI minutes this month shows 9bx AI speech time this month for the whole workspace against your plan's allowance. Your own provider does not count.

Where AI is used

The side panel lists the features that use this choice, each linking to its own page: Call analysis, Live assist, AI receptionist, Knowledge hub, Live chat and AI in HR. Those pages keep only their own switches and options and show "AI is set up in Settings › AI" with an Open AI settings button.

Call analysis

Where: PBX & Call Center → PBX & Call Center settings → AI call analysis, or Call analysis in the side panel of the AI page. Decide which calls get a transcript, summary and sentiment.

Setting	Meaning
Analyse calls (main switch)	Answered, recorded calls are transcribed and summarised after they end
Calls: Incoming, Outgoing, Internal	Which directions are analysed
Queues, Numbers	Limit to some queues or numbers; leave empty for all
Shortest call / Longest call	Calls outside the range (in seconds) are not analysed; 0 means no limit
Languages	The languages spoken on your calls; each call's language is detected among them
Summary language	The call's language, English, or Both
Consent: Calls with the consent announcement / Every recorded call	Which calls may be analysed so that callers have been told

After an answered, recorded call ends, its recording is transcribed with one speaker per side. A summary, sentiment, topics and action items are written from the transcript. Phone numbers, account numbers and email addresses are masked first. Transcripts are kept as long as the recording and removed with it. Where you see results: Call insights.

Example scenario

Padma Net wants its own AI account for text and 9bx AI for calls. Rafiq opens Settings → AI, picks My own AI provider, clicks Add provider, adds the company account with its API key and clicks Test (Working). Under Your provider for each task he sets Text to the new provider, leaves Speech to text on 9bx AI, keeps Use 9bx AI as a backup on and clicks Save. From then on CRM summaries, chat answers, HR resume reading and call summaries use the company account, and call transcription still uses 9bx AI minutes. No other page asks for the key.

Tips

• Keep Use 9bx AI as a backup on so features keep working when your provider has an outage.
• Click Test after adding or changing a key.
• Remember the consent rules of your country before choosing Every recorded call in call analysis.

Troubleshooting and FAQ

There is no AI menu item. You lack the AI settings permission.

A feature page has no engine or key field any more. That is expected: it is set once on this page. Use Open AI settings on the feature page.

My own provider is not used. Check that My own AI provider is selected, the task is set to your provider (not 9bx AI), the provider is not Off, and Test says Working.

The monthly minutes ran out. Features on 9bx AI speech wait until next month; use your own provider for Speech to text, or ask about a larger allowance.

Related pages

Call insights · AI receptionist · AI in HR · Chat settings · Quality

See also AI knowledge hub.