868 results found

1. Interactions - Time added to Period filter

   To be able to filter interactions by time as well as date under the period filter.

   For example, this way we can then filter to calls made in the AM vs calls made in the PM for an entire period (week, month etc) and review the standard of calls across different parts of the day, reviewing the quality of agent use at these times.

   Currently the only way to do this now is manually by downloading the data to cvs and then going back to ACE after finding these calls.

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   14 votes

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2. AIR: Prevent Global Intent Reset on Standalone "Yes/No" Responses

   Currently, when the AI Receptionist (AIR) presents a specific option to a caller (such as offering to send a self-scheduling link via SMS), a standalone, single-word negative response like "No" or "Nope" defaults to a global platform-level reset.

   Because the LLM interprets a flat "No" as a closure of the active branch based on language probabilities, it clears the active intent memory and completely restarts the interaction by asking the root prompt, "Is there anything else I can help you with?" or "How can I help you?"

   We request a feature enhancement that gives administrators true deterministic control over binary responses. AIR needs an explicit "post-decline handoff rule" or a dedicated negative branch handle in the UI, allowing us to strictly map where a "Yes" or "No" goes without being overridden by global LLM resets.

   Use Case / Example:

   The Scenario: A patient calls a medical clinic to schedule an appointment.

   AIR Prompt: AIR recognizes the scheduling intent and asks: "Would you prefer a text message with a booking link to schedule this yourself, or would you like to speak directly with our scheduling team?"

   Caller Response: "No." (Meaning: No to the text link, I want to stay on the line.)

   Current Broken Behavior: AIR resets completely, erases the scheduling intent, and says, "How can I help you?" This forces the customer into a frustrating loop where they must restate their entire request.

   Desired Behavior: AIR recognizes the "No" within the active context, retains the primary scheduling intent, and automatically triggers a handoff rule to route the call directly to the live scheduling queue.

   Currently, when the AI Receptionist (AIR) presents a specific option to a caller (such as offering to send a self-scheduling link via SMS), a standalone, single-word negative response like "No" or "Nope" defaults to a global platform-level reset.

   Because the LLM interprets a flat "No" as a closure of the active branch based on language probabilities, it clears the active intent memory and completely restarts the interaction by asking the root prompt, "Is there anything else I can help you with?" or "How can I help you?"

   We request a feature enhancement that gives administrators true deterministic control over binary… more

   2 votes

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3. AIR Automated Call Routing Based on Threshold Percentage

   Some feedback for an enhancement to AIR from a CDP Partner I met with on Friday. They have had several customers using AIR that have gone over their minutes, and while we have the email notifications (not verified, but it was suspected that they went into a spam folder), they brought up a suggestion for a future enhancement. (Note: we did go over the newer email threshold settings and email recipients pending release.)

   The enhancement was to have a setting based on the threshold percentage set to automatically route calls to an IVR, Extension, or Queue when that threshold is reached.

   Customer Account: Cheyenne Country Club

   Some feedback for an enhancement to AIR from a CDP Partner I met with on Friday. They have had several customers using AIR that have gone over their minutes, and while we have the email notifications (not verified, but it was suspected that they went into a spam folder), they brought up a suggestion for a future enhancement. (Note: we did go over the newer email threshold settings and email recipients pending release.)

   The enhancement was to have a setting based on the threshold percentage set to automatically route calls to an IVR, Extension, or Queue when that threshold is… more

   11 votes

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4. send notification for Lead via email

   Set up and send AIR Leads to Customers email

   2 votes

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5. ACE - Need new Industry for IT Support

   This way, the industry is clearly defined and can be distinguished from broader categories like Information Technology or Professional Services.

   3 votes

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6. ACE Tracker Conditions

   Would be nice to have more conditions with the key words. Like and or.

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7. AVA follow-up prompt structure like common LLMs like ChatGpt, Gemini etc.

   The Customer raised a concern in regards to AVA. They are able to utilize it but they want to have an option for a follow-up prompt like ChatGPT or Gemini.
   Because of that, they are forced to use third party Chatbots for ACE.

   1 vote

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8. ACE Recordings: Need a fiel to leave a comment that is ONLY viewable by Admins. So I can record caller's name OR policy # or other notes.

   I want a note field on the recording where I can add notes that are ONLY viewable by RC Admins. This will make it easier for us when offering feedback to the agent. It will also help us mark it with customer info like an account #, etc.

   3 votes

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9. Custom responses to objections in live AI coaching

   I use a flip chart with common objections and custom responses that I want my team to make. I would love the ability to somehow integrate that in the AI Conversation Expert

   1 vote

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10. Agents Request Specific Feedback

    When an agent requests feedback on a specific call, it would be handy to allow them to add notes to the request in order for them to explain what it is that they specifically want feedback on. Currently we get no indication, so have to speak to the agent before we can then offer the feedback.

    5 votes

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11. Allow UK English in follow-up email

    In the 'Customize follow-up email' window, the language is currently only allowing American English. Can we have the option to choose UK English here?

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    4 votes

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12. AI Notes support on 3-way and multi-party calls

    AI Notes support on 3-way and multi-party calls created using the RingEX "Add Call → Merge" feature.
    Many professionals use merged calls for client consultations, vendor discussions, introductions, and quick conference calls. AI Notes is especially valuable in these situations because there are multiple participants and more information to capture.
    Currently, AI Notes works for two-party calls but becomes unavailable when a third participant is added through Merge. This creates a gap in functionality during some of the most important conversations.
    Please consider adding support for:
    * AI Notes on Add Call → Merge 3-way calls
    * AI transcription and summaries for ad-hoc multi-party phone calls
    * Automatic continuation of AI Notes when a call transitions from two participants to a merged conference
    * Consistent note-taking functionality regardless of call topology
    This enhancement would significantly improve productivity and reduce

    AI Notes support on 3-way and multi-party calls created using the RingEX "Add Call → Merge" feature.
    Many professionals use merged calls for client consultations, vendor discussions, introductions, and quick conference calls. AI Notes is especially valuable in these situations because there are multiple participants and more information to capture.
    Currently, AI Notes works for two-party calls but becomes unavailable when a third participant is added through Merge. This creates a gap in functionality during some of the most important conversations.
    Please consider adding support for:
    * AI Notes on Add Call → Merge 3-way calls
    * AI transcription and… more

    8 votes

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13. changed email address for email alert notification

    have the ability to change or add multiple email for SMS notification alerts

    6 votes

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14. SMS usage download discrepancy

    should provide accurate information for sms usage download that shows correct number segmentation

    2 votes

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15. Support DTMF Extension Dialing Within AI Receptionist

    Summary
    Request enhancement to allow callers to enter user extensions via keypad (DTMF) while interacting with the AI Receptionist.

    Current Behavior
    The AI Receptionist successfully recognizes and routes calls based on spoken names and voice commands. However, when callers are already within the AI Receptionist greeting, entering a user's direct extension using the phone keypad does not work.

    For example, a caller dials the main company number and reaches the AI Receptionist. If the caller already knows the desired extension (e.g., 103) and enters it using their keypad, the AI Receptionist does not recognize the input or route the call accordingly.

    Business Impact
    Many callers, especially repeat customers and business partners, already know the extension they wish to reach. Requiring callers to use voice commands instead of allowing extension entry can create unnecessary friction and slow down call routing.

    Requested Enhancement
    Allow the AI Receptionist to recognize DTMF/keypad extension input while remaining in the AI Receptionist flow. Callers should be able to enter a valid extension at any time during the interaction and be routed directly to the corresponding user.

    Expected Outcome
    While the AI Receptionist continues to support voice-based routing, callers who already know an extension should also be able to enter it using their keypad and be transferred directly to the intended user.

    This enhancement would improve caller flexibility, streamline call routing, and provide a better overall customer experience.

    Summary
    Request enhancement to allow callers to enter user extensions via keypad (DTMF) while interacting with the AI Receptionist.

    Current Behavior
    The AI Receptionist successfully recognizes and routes calls based on spoken names and voice commands. However, when callers are already within the AI Receptionist greeting, entering a user's direct extension using the phone keypad does not work.

    For example, a caller dials the main company number and reaches the AI Receptionist. If the caller already knows the desired extension (e.g., 103) and enters it using their keypad, the AI Receptionist does not recognize the input or route the call… more

    14 votes

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16. ACE HubSpot Integration: Include Call Recordings in HubSpot Call Logs

    Currently, the call logs that get auto-generated in HubSpot when a call is populated in ACE include all relevant call/transcript details except for a directly-playable recording.

    Requesting an update to the logs that are populated by the ACE HubSpot integration so that they include an embedded call recording playback option.

    1 vote

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17. AI Receptionist Email Transcripts

    The AI Receptionist is used for after hours at our company and should be able to email out transcripts of calls as the voicemails already do. Im in IT and should'nt have to go into the admin portal to send off transcripts to our Sales team.

    1 vote

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18. Re-run a different scorecard when wrong call type is initially suggested

    We have scorecards run based on the preselected call type assigned by the system. When the system is incorrect in selecting scorecard the call must now be manually scored. I'd like a way to update or re-run a call through when the call type is updated.

    1 vote

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19. Correct AI Call notes summary and transcriptions

    Customer wants to have Correct AI Call notes summary and transcriptions after every call

    5 votes

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20. Enhanced functionality for AI Summary / Notes (beta)

    I just used the AI Notes/Summary beta in Video Meetings for the first time, and it worked really well. Since it's in beta, I thought I might submit a couple ideas early on:

    1. Once the Summary has been generated, allow the user to adjust the level of detail provided in that summary (i.e. dial up/down a "detail" attribute).

    2. Provide the user with a prompt box, with the ability to ask questions against the Summary and/or Transcript of the meeting. This could possibly be a text box on a right-side panel next to the generated content, that gives the user a way to drill into a specific area of the meeting, for example.

    3. I see there is a "Copy Notes" button on the Summary, but it would be great to have an "Export to PDF" button as well, in the same way as it appears for the Transcript.

    I just used the AI Notes/Summary beta in Video Meetings for the first time, and it worked really well. Since it's in beta, I thought I might submit a couple ideas early on:

    1. Once the Summary has been generated, allow the user to adjust the level of detail provided in that summary (i.e. dial up/down a "detail" attribute).

    2. Provide the user with a prompt box, with the ability to ask questions against the Summary and/or Transcript of the meeting. This could possibly be a text box on a right-side panel next to the generated content, that gives the user a… more

    1 vote

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