51 results found
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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 noticed the triangle with an exclamation in it. Our question is, how do we alert agents of a delivery notification failure?
2 votes -
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.
2 votes -
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 end date/time to make it go away when the OOO is over.
2 votes -
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 within 30 seconds, and how many responses are given after the treshold of 30 seconds. And I want this information on all messages, not only on the first response. Is it possible to display this calculation of the SLA?
25 votes -
Add the ability to create structured messages directly via Admin UI (User Interface) within Engage Digital
Idea is to create and add structured message templates (Quick replies etc.) directly using Engage Digital UI at least for first message/OOO rather than having to leverage APIs.
7 votes -
Add presence status sync / data driven routing to Salesforce connector
A few suggested changes with respect to this connector:
1. Manage ambassador presence in the Salesforce omnichannel console for channels managed by RingCentral (presence status sync)
2. Use Salesforce to define omnichannel routing strategies (data driven routing)
3. Consistent management of the response base across channels (Use SFDC reply assistant)3 votes -
Delete conversation history from customer side
add a new option or button to delete chat history from customer side
7 votes -
3 votes
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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 all messages attached to the GMB account.In our case, users must be able to register a single address in the "Locations to synchronize" field without other addresses being uploaded automatically.
1 vote -
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
3 votes -
Better digital support for bank branches
The ask is for Engage Digital to better support digital interactions, which are becoming critical to many banks' business.
3 votes
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