708 results found
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AI Notes on Deskphone
Would like an option to have AI Notes for calls on Deskphone itself aside from the App.
29 votes -
Negative Sentiment Notification
ACE should notify the immediate supervisor (Manager 1) of any detected negative sentiment. While it identifies the interaction where negative sentiment occurred, a notification will ensure that service recovery is done in a timely manner.
15 votes -
Coaching Page – Multi-Team View and Comparison (RingSense)
Product Area: RingSense Coaching Page
Feature Title: Ability to view and compare multiple teams
Current Behavior:
At the moment, the Coaching page only allows viewing one team at a time. Users must switch between teams individually to review performance data.Requested Enhancement:
Add the ability to view multiple teams at the same time and compare them within the Coaching page.Business Justification / Use Case:
Users managing multiple teams need a faster way to compare coaching metrics across teams. The current single-team view makes it time-consuming and inefficient to analyze performance across groups.Expected Value:
Faster coaching and analysis
Easier…16 votes -
Scorecard Prompt Comment
Human reviewer should be able to edit AI's comments, most especially when manually changing the rating. While there is a field for general feedback, a prompt/parameter-specific comment is necessary to direct the agent to the exact interaction timestamps where failure or misbehavior happened, which AI may have missed to review.
Current state: AI's comment vanishes, if there is one, when the rating is manually edited.
Ideal state: Human reviewer should be able to input a comment when for that specific prompt when the rating is manually edited.13 votes -
RingSense Access for AI Receptionist Call Recordings
Expose AI Receptionist call recordings and transcripts via RingSense and public APIs (ex. Zapier, Zoho, etc.), with appropriate admin controls and consent settings, to enable automation, analytics, and third-party integrations.
28 votesThanks for your valuable idea. I'm pleased to let you know that we've added this to our roadmap item and our dev team is now working on it. We will notify once this feature is live in your account
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Add a role management module for access levels in AIR / AIR PRO
Hello,
a role management module would allow organization to have a better security control .
in some organizations each department may strictly need to manage part of their own IVAs as well as their analytics each.would it be possible to add this crucial feature.
thanks
15 votes -
Enable Custom Field Mapping for RingSense–Zoho Integration
Currently, RingSense call details for the RingSense–Zoho integration are only visible within the description field. Advanced call logging information appears solely in the body/description section of the Zoho call record.
We request the ability to use custom field mapping within Zoho—similar to what is available in Zapier—so users can configure and map specific RingSense call details to the appropriate Zoho fields. This would provide greater flexibility, improve data structure, and enhance reporting capabilities.
31 votes -
Add a toggle in the REX role section to enable access to AIR/AIR PRO portal /feature
Hello,
a toggle at the role level in REX would be a fast way to restrict or not access to AIR portal / feature.
would it be possible to add this crucial feature.
thanks
13 votes -
RingSense - ZOHO Integration Transcript in the description
Currently, the transcript is populating in the description of Zoho CRM along with the summary and insights. The customer is asking if we can remove it from the description and move it elsewhere.
As a workaround, the customer has completely disabled the transcript on the RS integration side.
26 votes -
AI Receptionist Call Notes and Summary Output
AI Receptionist is effective for autonomous call handling, but it currently does not generate post call summaries or notes similar to RingCentral AI Assistant. This limits its usefulness for support and intake driven workflows where documentation is required.
Requested Capability
Generate AI call summaries for AI Receptionist handled calls.
Include caller details, captured responses, timestamps, and a clear resolution status (resolved or unresolved).
Deliver summaries via email, webhook, or API for ticketing and system integration.
Example Use Cases
IT Support Intake, AI Receptionist collects issue details and sends a call summary to an email address that automatically creates a ticket…
23 votes -
Manager Access to Automatic Call Notes (AI Transcript) for Other Users
Currently, managers can access Call Monitoring and Call Recordings for their team members. However, there is no option for managers to view AI-generated call transcripts for other users.
It would be highly beneficial for managers to have this access for quality assurance, coaching, and compliance purposes. This feature would align well with existing monitoring permissions and improve managerial oversight.
36 votes -
AI Receptionist show up in the Desktop App
AI Receptionist show up in the Desktop App
Is there anyway I can have the AI Receptionist show up in the Desktop App?
I guess what I am looking for is the centralized access on the user profile.
I am hoping to access the logs on the user page.
Are there any plans to make it an icon with the regular app11 votes -
RingSense Showing Reversed CallerID information
When receiving a call in ACE, the title shows as coming from the queue name, instead of from the caller id. The queue and caller id are reversed. This can be fixed by changing the order of the queue and caller id in the Display settings for the queue in the Admin Portal, however, doing so would then disrupt the HUD and Call Logs - displaying them incorrectly.
9 votes -
RingCX and ACE | Option to control what is heard in call recording in ACE
Currently, the agent segment recording settings in a RingCX voice queue does not have an option to pick a recording perspective which causes CX calls to be recorded on both sides of the call. It would be helpful to have control over the recording perspective for the agent segment recording.
5 votes -
Feature Request: Option to Include Explicit/Foul Language in AI Transcriptions
As a law firm evaluating the RingCentral AI transcription feature, we've found that the current system automatically omits foul or explicit language from transcriptions. While this is understandable for general use, there are scenarios, especially in legal, law enforcement, or investigative contexts, where capturing the exact language used is essential for accuracy and documentation.
Please consider adding a configurable option to allow transcription of foul or explicit language, either:
- As a toggle in Admin or User settings, or
- As part of a special compliance or legal mode
This would give organizations the flexibility to choose whether or not…43 votes -
Email AI Receptionist Call History Summary After Each Call
Description:
Add an option for the AI receptionist to automatically email a detailed summary of each call once the call ends.Details:
The email should be sent immediately after the call concludes.
The content and layout of the email should match exactly what is displayed when clicking on the call in the AI receptionist’s call history interface.
Include all available details, such as:
Caller name
Phone number
Date and time of the call
Duration
Call status (answered, missed, transferred, etc.)
Department or person transferred to (if applicable)
Full conversation transcript
Any assigned tags or notes
Caller location and caller ID…
43 votes -
Enhanced Text Formatting in Comment Fields
It would be really helpful to have basic formatting options when leaving feedback in RingSense, such as the ability to bold, italicize, or underline key points, as well as add line breaks or bullet points.
Right now, all feedback gets lumped into one block of text, which can make it harder for agents to follow or prioritize what’s most important. Even simple formatting tools (like Markdown or a basic WYSIWYG editor) would go a long way in improving clarity and coachability.
16 votes -
automatic call recording
Currently, when Automatic Call Recording is enabled, the system plays the recording announcement at the start of a call. However, if that call is placed in Call Park and then retrieved, the announcement plays a second time to the caller.
We are requesting a setting to disable or modify the 2nd announcement specifically for calls retrieved from Park. The system should recognize the existing recording session and avoid interrupting the conversation with a redundant notification. This will provide a more professional and seamless experience for customers while maintaining the initial legal compliance notification.
7 votes -
i would like to add to the end of AI conversation : thank you for calling company name and have a great day!
i would like to add to the end of AI conversation : thank you for calling company name and have a great day!
6 votes -
Ability to configure the AI Receptionist (AIR) to provide exact responses based on FAQs.
Allows the AI receptionist to be configured to provide exact, consistent responses to FAQs while presenting all available options without requiring follow-up questions.
10 votes
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