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56 results found

  1. Ability to view agents assigned to a Category

    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 that scenario where you can look up a specific category and see who is assigned to it. This would be very helpful from a management perspective.

    2 votes
    Under Review  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  2. Custom Notification query option for "Undelivered" interactions

    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 immediately removed from routing mode and put into an "undelivered" queue so that when we did figure out this was happening and added an agent to that category none of the past messages would deliver to them. We attempted to build a Custom Notification to alert us to this situation happening in the future, but there is…

    1 vote
    Under Review  ·  1 comment  ·  RingCX Digital Only  ·  Admin →
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  3. Modify From Address for Email Channels

    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.

    3 votes
    Under Review  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  4. Character limitation Engage Digital

    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 the message. We discovered the HTML formatting syntax counts against the character limitation. We've had an instance where we had 385,947 characters in one message. Is it possible to increase the global limitation to 500,000 or 1 million characters?

    3 votes
    Under Review  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  5. wanted to have options for the transfer the call for the 2 participant that she merged call

    wanted to have options for the transfer the call for the 2 participant that she merged call

    3 votes
    Under Review  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  6. 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
    Under Review  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  7. 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
    Under Review  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  8. 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
    Under Review  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  9. 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
    Future Consideration  ·  2 comments  ·  RingCX Digital Only  ·  Admin →
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  10. 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
    Planned  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  11. 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)

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

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

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

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  14. 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
    Future Consideration  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  15. 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
    Future Consideration  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  16. 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
    Planned  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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