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RingCentral Engage Digital

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Creating a webchat feature that gets website visitors in touch with the appropriate team to conduct business.

Web widget would have different departments for customer to choose from, which would route the customer and their conversation to the appropriate team in RC. Would be great if there was automation in sending reviews and payment requests too.
Taylor Powell 3 months ago in RingCentral Engage Digital 0 Under review

Engaged Digital All Channel OOO

Every time there is a holiday or company day off, I have to go into each individual channel to put an out of office. Can there just be an option to pick all channels and just do one for the whole company? Also, it would be nice to have a start and...
Meagan Butler 5 months ago in RingCentral Engage Digital 0 Under review

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 11 months ago in RingCentral Engage Digital 1 Will not implement

Get rid of user greeting

I've never met anyone that used/wanted a user greeting. The problem with it is it is the first option you hear when going in to record your voicemail greeting and half the time the persone records their VM on their user greeting and then they thin...
Guest over 1 year ago in RingCentral Engage Digital 1 Already exists

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.
Guest over 1 year ago in RingCentral Engage Digital 0 Will not implement

Synchronize a single address for each Google My Business source connected to the platform

When connecting a Google My Business source to Engage Digital, we would like users to be able to synchronize a limited number of addresses in the "locations to synchronize" field, so that they only receive messages from those addresses, and not al...
Guest over 1 year ago in RingCentral Engage Digital 0 Future consideration

Ability to block an attachment in undetected phishing email

Some of phishing emails are not detected. For security reasons, it would be necessary to be able to block the attachment, to avoid a download by an agent if the email has been identiifed afterwards as phising.
Guest over 1 year ago in RingCentral Engage Digital 0 Already exists

Agent AHT

We need to have a parameter that calculates the time spent on a task same as AHT but excluding the time spent waiting for a customer reply. By this, I can calculate a KPI for the agent as part of his evaluation. Currently, we can’t depend on the A...
Guest over 1 year ago in RingCentral Engage Digital 0 Will not implement

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 1 year ago in RingCentral Engage Digital 2 Future consideration

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 2 years ago in RingCentral Engage Digital 0 Future consideration