RingCentral Engage Digital

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...

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 ...

It is very difficult on Engage Digital to determine which agents are assigned to a Category. You have the ability to look up a specific agent within the admin settings and see which categories they are assigned to, but there is not the reverse of ...

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...

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.

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...

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

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...

add a new option or button to delete chat history from customer side

It's helpful for the customers instead of typing their inquiries. Also, the chatbot can handle it so it's an advantage