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RingCentral Engage Digital

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Engage Digital - Automatic Refresh toggle for Inbox view

Our agents experience a significant amount of collisions when working email interactions where multiple agents end up working on the same email interaction. When investigated this tends to happen due to the Inbox view mode becoming out of date rel...
Michael Blackwell 9 days ago in RingCentral Engage Digital 0 New

Engage Digital - Add ability to change Font style and size in Email channel messages

Out agents would like the ability to change the Font style and size when crafting an email message (new or reply) within Engage Digital.
Michael Blackwell 9 days ago in RingCentral Engage Digital 0 New

Engage Digital - Allow message composition pane to be undocked into its own window to increase size

Agents have requested the ability to undock the message composition pane when responding to an email interaction into its own browser window that could be expanded in size manually or full screened. This would provide agents a larger space to work...
Michael Blackwell 9 days ago in RingCentral Engage Digital 0 New

Engage Digital - Allow Customer Identity pane to be collapsed to increase screen real estate for email replies

The Customer Identity pane is always open taking up space within the interface, but not necessarily always needed by the agent. Feature request is to add a button to allow the agent to collapse that pane when not in use to expand screen real estat...
Michael Blackwell 9 days ago in RingCentral Engage Digital 0 New

Engage Digital - Some emails in routing mode channel do not route to agents, all should do so

All types of "Undeliverable" emails in a routing mode category\channel should route to agents to action via routing mode. Currently some do not and stay in the system unless manually sought out and closed. RC Case # 16767014 for additional background
Michael Blackwell 9 days ago in RingCentral Engage Digital 0 New

Engage Digital - Add search tag to allow searching of hidden historical information "..." within an email

Currently Engage Digital's search feature does not locate information within an email thread if it is hidden behind the historical truncation feature that is applied when an email is imported into the system ("...") . The search feature fails to f...
Michael Blackwell 9 days ago in RingCentral Engage Digital 0 New

Engage Digital - Turn off hidden history feature "..." per channel

Our agents and Operations managers have asked if we can disable the hidden history portion that Engage Digital implements when an email message is imported into the system as it often hides necessary information automatically and agents find thems...
Michael Blackwell 9 days ago in RingCentral Engage Digital 0 New

Engage Digital - New Email Message should route back to agent that started similar to reply

When a user creates a new email message on the platform within a channel by choosing "+ New Message" within the Inbox view if the client replies the system does not treat that as a reply and attempt to route the message back to the same agent that...
Michael Blackwell 9 days ago in RingCentral Engage Digital 0 New

Engage Digital - Internal Draft Save Feature

Currently there is no way to save an ongoing draft of an email within Engage Digital and load it back up later, instead it seems a work in progress email is cached locally. Our agents are having to save drafts in a word doc or notepad file and the...
Michael Blackwell 9 days ago in RingCentral Engage Digital 0 New

Engage Digital - Agent Historical State View

We have had instances of our Operations managers asking why a pending email interaction has not routed to someone on the team during a certain period of time and them suspecting the tool is not working as intended. We have a way to view current ag...
Michael Blackwell 9 days ago in RingCentral Engage Digital 0 New