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5 results found

  1. Chat Inactivity Timeout Settings

    The chat feature will implement an inactivity timeout, triggering an auto-response message if the customer remains unresponsive or inactive within a set threshold. Similarly, this inactivity timeout can be applied to the agent side; reaching this threshold would impact the agent's performance metrics as per the Service Level Agreement (SLA).

    9 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  2. Agent to Agent Transfers in SMS and Engaged Digital Messaging

    Currently, the only option to transfer an SMS is to reroute to the queue group itself. It would be nice if there was an option for companies to allow agent-to-agent transfers. Our team consists of 8 employees, and rather than reroute a customer looking to speak with a specific agent digitally back to the skill group, it would be nice to be able to transfer directly to the agent to wait. Then the next time this agent would be available, they would be prompted to interact via SMS or Engaged Digital (email).

    1 vote

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  3. Show messages assigned to agent in My Messages rather than my inbox

    When a message is assinged directly to an agent in routing mode, it shows in my inbox and not my messages.
    Make it so these messages show in my messages, this would negate the need for agents to look in my inbox and they can simply work from my messages.

    1 vote

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  4. html email signatures

    Allow email sigatures to support html so company branding/style guidelines can be followed. Currently only text signatures are supported

    1 vote

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  5. API availability for SMS and Email outbound

    Requesting the availability of an API to send SMS or Email via created channels in RingCX Digital.

    Aware that there is a method to send SMS via RingEX but that doesn't work for International as RingCentral doesn't offer SMS outside of North America.

    Example usage, customer CRM has a send SMS or send Email button. We would like to configure this to utilise the channels already configured in RingCX so that outbound interactions are reportable & any responses then route back through to RingCX agents.

    1 vote

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