4787 results found

1. Workflows to be integrated with Shared Inbox

   Workflows to be integrated with Shared Inbox.
   This would allow customers to set up auto-responses using a shared inbox number.

   65 votes

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2. Add unread notification badge to shared text inbox

   I would like to see the yellow counter on the text bubble in the app when a new shared text has been received and not read. Also, it would be great to have a constant reminder to the recipients in the shared inbox if the text is left unassigned or unread.

   19 votes

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3. Real-time Email/SMS Notifications for Call Queue Booster Callback Requests

   Currently, the Call Queue Booster allows customers to request a callback, but staff are only notified via a visual asterisk on physical desk phones when an agent becomes available. There is no real-time email or SMS alert sent at the moment the callback is requested.

   Support teams who are mobile or not sitting at a desk cannot track pending callbacks. This leads to missed customer follow-ups and a lack of a "paper trail" for prioritizing urgent requests.

   Add a toggle in the "Voicemail & Notifications" section of Call Queues to "Notify via Email when a Callback is requested."

   28 votes

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4. Support for Receiving Short Code SMS on RingCentral Numbers

   Description:
   Request to enable RingCentral numbers (including 10DLC and toll-free numbers) to receive SMS messages from short codes (5- or 6-digit sender IDs such as 73981 or 69232).

   Background:
   Currently, per TCR (The Campaign Registry) and U.S. carrier compliance requirements, short code messages are only deliverable to handset mobile subscribers. As a result, RingCentral numbers are unable to receive these messages, and the behavior is working as designed.

   Problem Statement:
   Customers using RingCentral numbers cannot receive critical communications sent via short codes, including:

   One-time passwords (OTP)
   Verification or authentication messages
   Alerts and notifications
   Marketing or engagement messages

   This limitation forces customers to rely on personal mobile numbers or external systems, creating inefficiencies and a fragmented user experience.

   Use Case:
   Businesses want to centralize communication within RingCentral, including receiving automated messages from banks, services, and applications that use short codes for outbound messaging.

   Requested Enhancement:
   Explore and implement a solution that would allow RingCentral numbers to receive short code messages, potentially through:

   Alternative routing mechanisms
   Carrier partnerships
   Message conversion or relay solutions
   Compliance-aligned workarounds within TCR guidelines

   Expected Benefit:

   Improved customer experience
   Reduced dependency on external mobile devices
   Enhanced messaging capabilities within the RingCentral platform
   Increased product competitiveness

   Description:
   Request to enable RingCentral numbers (including 10DLC and toll-free numbers) to receive SMS messages from short codes (5- or 6-digit sender IDs such as 73981 or 69232).

   Background:
   Currently, per TCR (The Campaign Registry) and U.S. carrier compliance requirements, short code messages are only deliverable to handset mobile subscribers. As a result, RingCentral numbers are unable to receive these messages, and the behavior is working as designed.

   Problem Statement:
   Customers using RingCentral numbers cannot receive critical communications sent via short codes, including:

   One-time passwords (OTP)
   Verification or authentication messages
   Alerts and notifications
   Marketing or engagement messages

   This limitation forces… more

   28 votes

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5. Option to display original callers name on AI transcription during transferred call.

   Currently, when a call is transferred, the AI notes are showing the whole phone call as the original employee. Customer would like to show the original caller/client's name when call is being transferred during AI transcription

   124 votes

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6. Interactive Visual Timeline & Time-Picker Simulator for Complex Call Routing

   WHAT: We are requesting a native Interactive Call Flow Timeline & Simulator within the Admin Portal. Instead of just configuring rules in text-based menus, administrators need a visual tool to simulate and verify routing based on specific timeframes.

   WHY: Managing inbound call flows in RingCentral can be challenging due to overlapping rules such as business hours, after-hours forwarding, holiday schedules, call queue settings, and custom user rules. Currently, administrators lack a centralized view of how these rules interact, making it difficult to determine call routing outcomes, troubleshoot issues, and prevent configuration errors that may result in missed calls.

   (Key Features Requested)
   A "What-If" Date/Time Picker: An admin should be able to select any specific future date and time (e.g., Next Friday at 7:30 PM) to view a highlighted, step-by-step visual path of exactly where a call will land.

   Horizontal Timeline Stream: A calendar or block-based timeline view (similar to Google Calendar or video editing tracks) that maps out active routing states across a 24-hour or 7-day period.

   Layered Rule Breakdown: A clear visual indication of which rule is currently "active" versus which rules are "suppressed" (e.g., showing that a Holiday Custom Rule is overriding the Standard Business Hours rule for that specific day).

   Conflict Detection Flags: The system should automatically flag visual overlapping conflicts (e.g., if a custom rule accidentally creates a loop or points to an inactive after-hours extension).

   (Business Value & Impact)
   Eliminates "Blind" Testing: Admins can instantly audit complex routing setups without having to wait until midnight to make physical test calls.

   Protects Customer Experience: Drastically reduces the risk of callers getting trapped in broken loops or dead-ends due to hidden, overlapping time rules.

   Speeds up IT Administration: Allows new IT admins or office managers to instantly understand an existing organization's phone architecture at a glance, reducing management overhead.

   WHAT: We are requesting a native Interactive Call Flow Timeline & Simulator within the Admin Portal. Instead of just configuring rules in text-based menus, administrators need a visual tool to simulate and verify routing based on specific timeframes.

   WHY: Managing inbound call flows in RingCentral can be challenging due to overlapping rules such as business hours, after-hours forwarding, holiday schedules, call queue settings, and custom user rules. Currently, administrators lack a centralized view of how these rules interact, making it difficult to determine call routing outcomes, troubleshoot issues, and prevent configuration errors that may result in missed calls.

   (Key Features… more

   16 votes

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7. Allow admins only to still use a password when all other users has enforced SSO.

   Allow admins only to still use a password when all other users has enforced SSO.

   21 votes

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8. Support Skin Tone Selection for Smiley Face Emojis

   Currently, RingCentral allows users to change the skin tone for gesture and human emojis (e.g., 👍, 👏, 👋). However, standard smiley faces (e.g., 😊, 😂, 🤔) remain strictly yellow. While this aligns with traditional emoji standards, some users feel that the lack of diversity options for the face-based emojis limits full personal expression and inclusivity during daily communication.

   To match the inclusive experience found on platforms like iOS/iPhone (where certain human-like face emojis can be modified), RingCentral should expand skin tone customization to include face-based emojis.

   12 votes

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9. Disable Automatic Resolved Tagging & Retain Message History

   Please add an option to disable the automatic "Resolved" tagging for SMS shared inboxes. Additionally, ensure that the conversation history is not removed from the message thread once a message is marked or handled. Users should be able to maintain a continuous view of the message history without it disappearing.

   24 votes

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10. Call Queue Display Settings

    To have the ability to apply a specific Display Settings for a single or multiple user extensions.

    15 votes

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11. Remove Automatic check on "Add opt-out message" when sending SMS

    When any of our users send a new sms message, the "Add opt-out message" is by default checked. We want that to be unchecked automatically.

    70 votes

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12. Implement Concurrent Edit Prevention / Real-Time Syncing for Tasks in RingEX

    As a RingEX user collaborating within a shared team or conversation, I want the system to seamlessly handle simultaneous edits on tasks (either through real-time co-authoring synchronization or by actively locking a task while another user is editing it), so that my team members do not accidentally overwrite, erase, or lose each other's progress.

    Current Pain Point / Behavioral Gap:
    Currently, when multiple users open and modify the same task at the same time, RingEX processes updates using a "Last-Write-Wins" override model. Because there are no live typing indicators or synchronization protocols, whichever user hits "Save" or "Done" last completely overwrites the changes submitted by the first user moments prior. This leads to accidental data loss, missing task details, and coordination confusion among collaborative teams.

    Proposed Solutions / Enhanced Capabilities:
    We would like to request that product engineering implement one of the following compliance mechanisms for RingEX Tasks:

    Option A (Preferred) - Real-Time Synchronization: Introduce live co-authoring or automatic data-merging (similar to document collaboration tools), allowing multiple users to see edits pop up dynamically without hitting a manual save button.

    Option B - Task Locking Component: Implement a temporary "edit lock." When User A opens the task edit pane, other users see a visual indicator (e.g., "User A is currently editing this task") and have their save permissions temporarily greyed out until User A finishes or closes the window.

    Option C - Collision Warning: If a user attempts to save a task that was modified by someone else while their edit pane was open, prompt them with a warning message: "This task has been updated by [Name] since you opened it. Would you like to review changes or overwrite?"

    As a RingEX user collaborating within a shared team or conversation, I want the system to seamlessly handle simultaneous edits on tasks (either through real-time co-authoring synchronization or by actively locking a task while another user is editing it), so that my team members do not accidentally overwrite, erase, or lose each other's progress.

    Current Pain Point / Behavioral Gap:
    Currently, when multiple users open and modify the same task at the same time, RingEX processes updates using a "Last-Write-Wins" override model. Because there are no live typing indicators or synchronization protocols, whichever user hits "Save" or "Done" last completely… more

    13 votes

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13. Business SMS Booster (Shared SMS Inbox) Functionality on RingCentral Mobile App

    Our organization actively uses the Business SMS Booster feature, and it works well within the RingCentral Desktop App, where the Shared SMS Inbox is fully accessible.
    However, the Shared SMS tab does not appear on the RingCentral Mobile App, preventing users from accessing or responding to shared SMS messages while away from their computer.

    Please enable full support for the Business SMS Booster / Shared SMS Inbox on the RingCentral Mobile

    •  

    33 votes

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14. Session Capacity Release upon Transfer Completion (Warm and Cold)

    Requirement: Currently, RingEX maintains a call leg as an active session against a user's 5-call limit for the entire duration of a call, even after that call has been successfully transferred to an external party. We are requesting that the system be enhanced to terminate the session and release that capacity "slot" on the user's extension immediately once the transfer is finalized.

    Benefit: This will allow agents who handle short intake calls followed by long-duration transfers to continue working without being blocked by the "Max simult. calls per OP DL" limit.

    15 votes

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15. increase maximum wait time in queue to 30 minutes

    I want to maximize my time frame from 15 minutes to 30 minutes on call wait time. This is to minimize the abandonment of calls moving forward.

    22 votes

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16. Feature Suggestion: Prevent Editing of Quoted Messages in Team Messages

    I suggest changing the behavior of quoted messages in Team Messages so that when you quote someone's message, the quoted content cannot be edited.

    Currently, if you edit the quoted text, it can appear as though the original sender wrote the modified content, which may cause confusion or misrepresent what they actually said.

    Instead, the quoted message should remain read-only, preserving the original text exactly as it was sent. Users should only be able to edit the text they add around the quote, not the quoted content itself.

    This would improve message integrity, prevent accidental or intentional misrepresentation, and make conversations more trustworthy.

    I suggest changing the behavior of quoted messages in Team Messages so that when you quote someone's message, the quoted content cannot be edited.

    Currently, if you edit the quoted text, it can appear as though the original sender wrote the modified content, which may cause confusion or misrepresent what they actually said.

    Instead, the quoted message should remain read-only, preserving the original text exactly as it was sent. Users should only be able to edit the text they add around the quote, not the quoted content itself.

    This would improve message integrity, prevent accidental or intentional misrepresentation, and make… more

    9 votes

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17. the ability to receive email notifications for Shared SMS.

    customer wants to receive email notifications for Shared SMS

    19 votes

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18. Decouple "International Calling" and "Domestic Calls" in Custom Roles

    Decouple "International Calling" and "Domestic Calls" in Custom Roles

    10 votes

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19. Able to send/receive faxes as RTF or TXT

    We need to be able to send/receive faxes as RTF or TXT. We noticed everything going out or incoming is formatted as PDF. We use the Smarsh API (provided by RC) for tracking certain faxes. Smarsh's system is unable to transition/OCR the PDFs that come/go through RingCentral fax.
    Do we have an option to change the formatting of the attachments?

    12 votes

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20. Enable additional user extensions to access the "Account" tab through the admin portal to view the RingCentral headset price list without mo
    9 votes

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