713 results found
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Call Notes / Transcriptions for a call that was picked up from a Parked Location
When a client calls in and the phone is answered by a receptionist, Parked and subsequently picked up by the legal team their are no call notes. This is a huge benefit to using this software - Call Notes. I would like to see this to be made possible in the near future.
1 vote -
Alex is not a male
Alex is not a male
1 vote -
AI Agents Retry Logic for Rule-Based Actions
We would like to request the ability to implement retry logic within AI Agent rule-based actions. Currently, when a rule fails to execute successfully (e.g., input not recognized, transfer failure, or timeout), the system does not consistently retry or provide configurable fallback handling.
This feature would allow administrators to:
Configure the number of retry attempts for each rule
Define retry conditions (e.g., no input detected, failed transfer, invalid response)
Customize retry prompts or messages
Set fallback actions after retry attempts are exhaustedAdding retry logic would improve reliability, reduce failed interactions, and enhance the overall user experience when using AI-driven…
1 vote -
AI receptionist Calendar
Enable Calendar on AI receptionist
6 votes -
AIR backup Ext
AI Receptionist: Allow call queue extension to be use as backup extension
as per Engineering Team
AIR does not support this feature for now, only user extensions can be used as backup ext.
6 votes -
Please make new features OFF by deafult "AI Assistant" with pop-up to try new feature
My company would like to test AI but turning it on in the backend meant it was enable for all 6,000+ users by deafult. We found inconsistency when AI is turned on the backend, “AI Assistant” is ON by default but “Ask RingSense AI” is OFF by default (see attach screenshot).
As it stand if testing looks good in DEV lab tenant, we would NOT be able to have a select group of users in PROD to help us test since turning it on in the backend will enable everyone by default and trying to use your bulk update to…
21 votes -
integrating gohighlevel to ai receptionist
Please make the ai receptionist able to integrate gohighlevel crm so we can use the lead capture feature and automatically send the lead information to the gohighlevel crm and create an opportunity.
1 vote -
Uniform layout of RingSense for MS Teams and Salesforce
The current UI layout (tab order, insight placement, and data visualization) varies between the MS Teams and Salesforce integrations. This inconsistency causes navigation friction for users who switch between these platforms throughout the day.
Proposed Solution
Introduce Global UI Templates within the RingSense Admin Portal that allow administrators to:Synchronize Layouts: Force a identical tab order (e.g., Summary > Insights > Transcript) for all integrations.
Centralize Configuration: Design a "Master View" that applies the same CSS/component layout to both the MS Teams embedded app and the Salesforce side-panel.
Consistent Mapping: Ensure CRM-linked fields appear in the same location regardless of…
1 vote -
mask sensitive info from transcript and ai notes
I've discussed this at length with multiple support reps and I've confirmed that when you set up call masking in RingSense, that it only masks the audio recording, and does not mask the transcripts and AI summaries.
This is a major security concern as sensitive customer information such as credit cards needs to be masked from everything, not just the audio. For compliance with PCI DSS, the call masking logic needs to be changed so that transcripts and AI summaries are masked as well as the audio recordings. This is a HUGE security and legal issue.
18 votes -
Ability to to modify Interaction Summary and Filters
When a call is received, please note that the interaction summary may take some time to populate after the call ends. This delay is expected as the system processes the call details.
Additionally, the available filters in the interactions section (such as Coaching and Scorecard) are part of the default system design. At this time, these filters cannot be removed or customized.
1 vote -
AI Receptionist to ask and gather information
AI should have the abillity to ask questions and gather data that can be useful for some company that involves scheduling or booking. Once information is obtain it will be sent to users
6 votes -
Filter Only Low CSAT Scores (True Negative Feedback)
Currently, when selecting “No” in the interactions view for a CSAT question, it includes all responses marked as “No”, but these can still have different scores (e.g., 6, 4, 2, 1).
I would like the ability to filter and view only truly negative feedback (low scores) — for example:
Show only interactions with low ratings (e.g., 0–4 or 0–5)
Exclude higher “No” scores like 6 if they are not considered critical
Allow quick identification of the most problematic customer experiencesExpected behavior:
Click on a question
Select a filter (e.g., “Low Score” or “Critical Negative”)
See only the interactions with…1 voteThanks for the fantastic idea. It has been added to our roadmap. Our team is reviewing and will get back once we've a committed ddate
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1 vote
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Set AI Receptionist Agent profile / personality to be more formal and professional preventing it from telling jokes when asked by a caller.
A customer observed that when the AI is asked to tell a joke, it responds appropriately and even prompts for follow-up requests, such as asking for another joke or the topic of interest.
Can you add a setting to AI Receptionist Agent profile / personality to be more formal and professional preventing it from telling jokes when asked by a caller.
1 vote -
AI-Powered Negative Feedback & Lawsuit Risk Alert System
We propose implementing an AI-driven feature that automatically detects potential lawsuit risks or negative client feedback across communication channels (e.g., emails, messages, support tickets). When such signals are identified, the system will trigger an immediate email notification to designated stakeholders for timely intervention.
Business Objective
Enable proactive handling of client dissatisfaction
Reduce the risk of legal escalation
Improve customer experience through real-time response
Strengthen organizational risk managementTrigger Conditions
Detection of strongly negative sentiment
Mention of legal-related keywords or phrases
Repeated complaints within a defined timeframeExpected Outcome
Faster response to critical client issues
Prevention or mitigation of potential lawsuits…1 vote -
Data for the current month in Coaching Insights should become readily available after a manager is assigned to the agents.
Currently, when a manager is assigned to agents in RingSense, the Coaching Insights data for the current month is not immediately visible or may take time to populate. This delay can hinder supervisors from gaining timely visibility into their team's performance and coaching opportunities, especially when organizational changes occur mid-month. Ensure that once a manager is assigned to one or more agents, Coaching Insights data for the current month becomes available immediately, without needing to wait for the next data refresh cycle or month-end.
13 votes -
Daily recap that highlights best call scores, lowest call scores and topics of frustrations from previous day.
Daily recap that highlights best call scores, lowest call scores and topics of frustrations from previous day. Maybe display how the day itself scores against the month or defined range of your choice.
1 vote -
Title Field for Scorecard Prompts
When reporting Scorecard results, prompts are too long. Can we add a fields/cells next to each prompt that serves as title fields that briefly describe the prompt? This makes the report cleaner and streamlined.
1 vote -
AIR Lead Capture for UK
To request enabling the Lead Capture feature for RingCentral AI Receptionist in the UK region, as customers currently cannot see or use this option. This feature would allow AIR to automatically collect the caller’s name, number, and reason for calling, improving call handling and follow‑up efficiency. Many UK customers expect the same AI capabilities available in the US, and adding Lead Capture would greatly enhance message‑taking, reduce missed details, and streamline after‑hours or overflow calls.
2 votes -
RingSense License Reassignment
Allow a RingSense license to be freed up or reassigned to another user.
7 votesThis is already supported by the RingCentral Billing portal.
For any RingSense license, you can un-assign or re-assign it any time. Please see the attached screenshot.
You can find additional details here: https://support.ringcentral.com/article-v2/Managing-licenses-in-RingCentral-account.html?brand=RingCentral&product=RingEX&language=en_US
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