RingCX Digital Inbox Restricted to Roles
Issue: Previously, we have the ability to restrict "Inbox" per an agent type - Admin, Supervisor, Agent. However, now the new interface no longer allows us to do that. It was changed to "Team" but we do not have a team setting.
Mark Anthony
shared this idea
-
Ahmad
commented
The product team has informed us that role-based restrictions are not supported in RingCX, as this is an Engage Digital-only feature that was removed from RCX.
However, we’ve observed that when an inbox with restrictions is moved to another folder, the restrictions no longer apply. This behavior creates inconsistency and reduces the effectiveness of the restriction feature.
To address this, we recommend enhancing and restoring this functionality in RingCX. Specifically:
Inbox restrictions should persist and remain unchanged, even when the inbox is moved to a different folder.
Restoring this capability would improve control and consistency within RingCX’s digital messaging features.