868 results found
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Enable Both SMS Link and Calendar Access Booking for AIR Appointments
Currently, AIR Appointment Booking does not support enabling both “Book using SMS link” and “Book using calendar access” at the same time for the Appointment booking type.
It would be beneficial to allow both options to be enabled simultaneously, giving callers the flexibility to choose their preferred booking method. This enhancement would improve the overall caller experience and provide greater convenience and accessibility.
2 votes -
Incoming voicemails, i.e. customer leaving a voicemail for a RingSense user
RingSense data to Salesforce.
When a RingSense user leaves a voicemail for a customer and the call is recorded, it will be processed by RingSense. Incoming voicemails, i.e. customer leaving a voicemail for a RingSense user is not supported.
Confirmed by Parasuram Allumpalam (Manager - Service Engineer AI)
2 votes -
Automate Appointment Creation for AI Receptionist Using Microsoft 365
Feature Title:
Support Microsoft 365 (MS365) Calendar Integration for AI Receptionist Appointment AutomationProduct / Area:
AI Receptionist – Appointment SchedulingCurrent Behavior:
At present, the AI Receptionist can only automate appointment creation using Outlook Calendar or Google Calendar. These are the only two supported calendar integrations for automatic scheduling.Requested Enhancement:
Enable Microsoft 365 (MS365) Calendar integration as an additional option for automating appointment creation through the AI Receptionist.Proposed Behavior:
When AI Receptionist books an appointment, customers should be able to select Microsoft 365 Calendar as the target calendar, allowing appointments to be automatically created and synced within…1 vote -
Feature request/roll back: Filtering by Teams
The removal of Teams filter for users (excluding admins) has not made use of the dashboard easier.
We have a multi-level management structure with various roles and sub-teams that need to be accessed quickly, without further filtering.
Seeing "All calls" when we receive hundreds per user has had a negative impact on the day-to-day review of calls.
Whilst yes, we can use the additional filters, this is just another example of small updates with no warning that disrupt user comfort with on the many dashboards.
2 votes -
Availability of Translated RingSense Transcripts in Salesforce
Currently, RingSense only allows the original-language transcript to be imported into Salesforce. While a translated version of the transcript is available, it can only be accessed through the RingSense portal and is not synced to the CRM.
It would be highly beneficial if the translated transcript could also be made available directly in Salesforce. This enhancement would significantly improve efficiency by eliminating the need to access the RingSense portal separately, saving time and streamlining workflows for users who rely on CRM-integrated records.
2 votes -
Allows Administrator to create bulk tracker feature through its admin settings in RingSense
Administrator would like to have an option to create trackers in bulk mode in RingSense
1 vote -
RingSense integration with Zendesk Support
RingSense integration with Zendesk Support is not available at this time. Currently, Zendesk Sell is the only Zendesk CRM supported by RingSense.
2 votesI'm glad to report that zendesk support is now available as an integration in ACE (formerly RingSense). You can find it in the integration catalogue
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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.
13 votes -
Conditional Routing: Resolve Inquiries via FAQ/KB Prior to Live Transfer
Desired call flow:
1. Caller requests an agent or live representative.
2. AI intercept: "I can certainly help you with that. To ensure I connect you with the right person, may I ask what you are calling about?"
3. AI attempts resolution via knowledge base/faqs.
4. If the issue remains unresolved or the caller is unsatisfied, AI then routes to a live representative.To optimize AIR's functionality, it would be beneficial to implement a call transfer delay option when requested by the caller. Instead of immediate transfer, AIR should first inquire about the caller's questions and attempt to address them…
12 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…
29 votes -
Capture every call data to CRM, not just on transfer
Today, it seems like AIR will populate data to CRM only upon the caller's "request" to transfer out either with a contextual transfer or just by asking to transfer to a human. As a small business owner myself, I'd like to capture data into CRM on EVERY caller that takes the time to dial my phone number.
1 vote -
Bypass AI Receptionist Greeting
For the AI Assistant, when I call it first has to go through the entire greeting before it can recognize/process verbal commands to connect me to a call. Is there anyway to bypass this so I can make it so verbal commands can be heard right away during the greeting?
16 votes -
more voice options and the ability to change speed of the voice or other aspects of the voice
Would like more options for the voices as well as the option to change the speed
2 votes -
VideoPro Extension Email Integration with AI Receptionist Appointments and Calendar
The proposal is to allow users with VideoPro extensions—specifically their email accounts associated with these extensions—to also be assigned appointments in the AI Receptionist system. This would enable these appointments to automatically appear in their calendars, just like RingEX users, improving workflow flexibility and integration across platforms.
1 vote -
Expand email notification options in ACE
We need to expand the notification options in ACE/RingSense to include HTTP POST Webhook, Custom Email Address, SMS, or RingCentral Message Alert. Today RingSense only supports an email to the supervisor's fixed email address. We need the ability to trigger a notification via webhook, an alert post to a Glip Message channel, an SMS alert, or an alert to a different email address.
1 vote -
Option to turn off AI transcripts for internal calls/transfers
Our organization's receptionist uses the AI transcription feature when receiving external calls, but does not want to have this feature on when making calls/transfers to internal numbers/extensions within the org. If there were an option to limit this solely to external numbers or bypassing when calling a direct internal extension (3-digit ext. vs. calling a full 10-digit number), it would be the solution to all of our problems.
2 votes -
AI Minutes safeguard rail (set up time limit each caller can stay with AI)
Can we have the ability to automatically end a call if AI detects that the caller is only playing around with the system? This is to protect AI minutes being consumed in a wrong way from callers who might play around with AI receptionist.
4 votes -
1 vote
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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 -
AIR for Text
We love to utilize AIR to enhance our text messaging support. For instance, when a customer sends an SMS to our main number, AIR automatically responds with an SMS to assist them, similar to how it would handle a phone call.
1 vote
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