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48 results found

  1. 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

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    Future Consideration  ·  2 comments  ·  RingCX Digital Only  ·  Admin →
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  2. 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

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    Planned  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  3. 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

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    Planned  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  4. Delete conversation history from customer side

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

    7 votes

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    Future Consideration  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  5. Add change forum category for Khoros/Lithium connector

    3 votes

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  6. 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

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    Future Consideration  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  7. 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

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  8. 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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