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RingCentral Engage Digital

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Give possibility to calculate the SLA on FB Messenger over all responses, not only the on the first response.

I'd like to know the service level from the first response to the last response. How quick are we to respond to the customer requests. Actually, I can get from Dimelo the Average Time of Response, but I'd like to know how many responses were given...
Guest over 2 years ago in RingCentral Engage Digital 2 Future consideration

need to create a report that shows all SMS activity by line

need to create a report that shows all SMS activity by line
John Lachica almost 2 years ago in RingCentral Engage Digital 1 Will not implement

Delete conversation history from customer side

add a new option or button to delete chat history from customer side
Guest almost 3 years ago in RingCentral Engage Digital 0 Future consideration

Allow Email or Username/PW authentication for SFTP Message Exports

When configuring automated exports for Digital channels. It only allows configuring posting to a SFTP using a SSH key. Please either allow exporting it either by allowing it to be sent to an email; or enable username password authentication in ord...
Daniel Vega 3 months ago in RingCentral Engage Digital 0 New

Modify From Address for Email Channels

For an email channel set up using IMAP/SMTP on Engage Digital add a way we can modify the email address the emails are sent from, even if doesn't match the one of the IMAP/SMTP settings. Similarly to how email templates function in Engage Voice.
Daniel Vega 8 months ago in RingCentral Engage Digital 0 Under review

Character limitation Engage Digital

Engage Digital has a global character limitation of 262,144 characters on an agent message. This is fine if the messages were going out as plain text. Our business requirements require us to send multiple quotes in HTML format within the body of t...
Glen Shade 8 months ago in RingCentral Engage Digital 0 Under review

Add send voice note option in the SDK

It's helpful for the customers instead of typing their inquiries. Also, the chatbot can handle it so it's an advantage
Mohd Tamimi almost 3 years ago in RingCentral Engage Digital 0 Future consideration

Interaction Failed to Deliver - Due to misspelled email address

We have a scenario where a sent email interaction failed to deliver due to an incorrect email address. The agent received a call from the recipient. The recipient stated they did not receive the email. The agent then reviewed what was sent and not...
Glen Shade 8 months ago in RingCentral Engage Digital 1 Under review

Ability to paste image in ED instead of attaching file

it's more convenient and efficient if we have the ability to paste image in ED instead of saving and uploading the file to attach.
Angela Lozanta over 2 years ago in RingCentral Engage Digital 0 Will not implement

Custom Notification query option for "Undelivered" interactions

Recently we had a situation in which a dedicated agent working a channel had retired and the manager over that channel neglected to assign a replacement agent to take it over. This resulted in any message entering the system on that channel being ...
Michael Blackwell about 1 month ago in RingCentral Engage Digital 0 New