831 results found

1. Log SMS feature through ACE Integrations (eg. Bullhorn)

   Allow ACE to include SMS logging to reflect to supported CRMs such as Bullhorn

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2. Please stop the auto popup of the "Let's Get Started" it is driving me nuts.
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3. Flag Calls - Hide from agent, visible only by admins/supervisors

   Customer request: Ability to hide calls from agents if highly sensitive and/or calls that they do not want to impact an agent's score, yet keep the recording available for specified supervisors to use and review.

   Idea would be to manually move sensitive calls into a shared folder that only specific managers can access. It should be hidden from the agent once moved, and marked private

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4. Expose ACE Conversation Topics in Salesforce Activity Records

   Summary
   Enable the ACE Salesforce integration to populate the AI-generated Topics from the ACE Overview tab into the corresponding Salesforce Activity record.

   Business Need
   Customers use the AI-generated Topics as a quick summary of what was discussed during a call. Having this information available directly within the Salesforce Activity record would eliminate the need for users to switch between ACE and Salesforce, improving efficiency and providing better visibility into customer interactions.

   Requested Enhancement

   Add support for syncing the AI-generated Topics from the ACE Overview page to Salesforce Activity records.
   Allow administrators to configure the destination field(s) (e.g., Activity Description, Custom Text Field, or Task/Event field).
   Ensure the topics are updated automatically when the conversation analysis is completed.
   If multiple topics are identified, preserve their order and format them in a readable manner.

   Benefits

   Provides agents and managers with immediate visibility into the key discussion points directly in Salesforce.
   Reduces context switching between ACE and Salesforce.
   Improves reporting, searching, and workflow automation using conversation topics.
   Enhances CRM records with AI-generated insights for future reference and follow-up.

   Customer Impact
   Customers who rely on Salesforce as their primary CRM would benefit from having conversation topics automatically synchronized, allowing them to quickly understand the purpose and content of previous customer interactions without opening the ACE platform.

   Summary
   Enable the ACE Salesforce integration to populate the AI-generated Topics from the ACE Overview tab into the corresponding Salesforce Activity record.

   Business Need
   Customers use the AI-generated Topics as a quick summary of what was discussed during a call. Having this information available directly within the Salesforce Activity record would eliminate the need for users to switch between ACE and Salesforce, improving efficiency and providing better visibility into customer interactions.

   Requested Enhancement

   Add support for syncing the AI-generated Topics from the ACE Overview page to Salesforce Activity records.
   Allow administrators to configure the destination field(s) (e.g., Activity Description, Custom… more

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5. Make it easier to modify After Hours call routing

   Our company has to change the routing for After Hours calls frequently. Not daily, but once or twice each week.

   Currently, the only way to do that is to follow this long path...Phone System > Groups > Call Queues > Primary Call Queue > Call Handling and Agents > After Hours > How to handle calls during after hours

   That's a lot of clicking. I dread it each time I have to change it. And, it can only be done in a browser. There's no setting in the mobile app for this.

   Please consider providing access to this and possibly other related settings in the mobile app, for Admins.

   Our company has to change the routing for After Hours calls frequently. Not daily, but once or twice each week.

   Currently, the only way to do that is to follow this long path...Phone System > Groups > Call Queues > Primary Call Queue > Call Handling and Agents > After Hours > How to handle calls during after hours

   That's a lot of clicking. I dread it each time I have to change it. And, it can only be done in a browser. There's no setting in the mobile app for this.

   Please consider providing access to this and possibly… more

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6. Automatic email for follow-up generated post call

   After a call is completed, the system will generate your preferences for a follow-up email and send directly to the user.

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7. ACE Tracker Conditions

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

   •  

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8. 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.

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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

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10. 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.

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11. 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.

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12. 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.

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13. Correct AI Call notes summary and transcriptions

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

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14. 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

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15. Have the option to change receptionist to customer support.

    I would like the ability to remove any mention of receptionist from AI speak to customer support. My company does not have receptionist.

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16. multi channel call recording should be avaiable regardless if customer have ACE active to the account

    Multi-channel call recording should be available regardless of whether a customer has ACE active on the account because recording capability serves broader operational, compliance, and business needs that extend beyond a single feature set.

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17. Speak during AIR message

    Our callers need to be able to speak during the AIR outgoing message. Right now, they have to wait until the message is over to speak.

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18. Configurable Timeout and Fallback Suppression for AI Receptionist

    The AI Receptionist is currently dropping caller context due to a hardcoded platform-side fallback prompt. The system autonomously injects the phrase, "Please let me know how I can assist you. I'm here to help." during brief processing pauses (e.g., while the model is fetching a Knowledge Base result) or occasionally immediately after the initial greeting before the caller has a chance to respond.

    Currently, there is no way to disable this generic fallback prompt or extend the silence-timeout threshold from the Admin Portal.

    Business Impact
    When this hardcoded prompt fires prematurely, callers assume the AI has reset or lost their context. This creates a poor user experience, resulting in callers hanging up or having to repeat their requests (e.g., having to say "Speak to a representative" multiple times before a transfer initiates).

    Requested Enhancements (In order of customer preference)

    Configurable Silence-Timeout: Add an Admin Portal setting to adjust the silence-timeout threshold per AI Receptionist. The current default appears to be ~3-5 seconds; the customer requests the ability to extend this to 10-15 seconds.

    Admin Portal Override: Allow administrators to customize, override, or entirely disable the generic "No Input" fallback prompt.

    Mid-Generation Suppression: Suppress the fallback prompt entirely while the AI model is actively in a processing turn or mid-response generation.

    Additional Notes
    Providing partial relief by implementing Option 3 alone would meaningfully improve the customer experience and resolve the most disruptive element of this issue at their current daily call volume.

    The AI Receptionist is currently dropping caller context due to a hardcoded platform-side fallback prompt. The system autonomously injects the phrase, "Please let me know how I can assist you. I'm here to help." during brief processing pauses (e.g., while the model is fetching a Knowledge Base result) or occasionally immediately after the initial greeting before the caller has a chance to respond.

    Currently, there is no way to disable this generic fallback prompt or extend the silence-timeout threshold from the Admin Portal.

    Business Impact
    When this hardcoded prompt fires prematurely, callers assume the AI has reset or lost their… more

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19. Ability to link scorecards to the appropriate tracker

    It would be helpful to link the trackers to scorecards

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20. Admin (human) scoring and feedback for AI receptionist calls and texts.

    Please allow for admin (human) scoring and comments or feedback for AI receptionist calls and texts in the Analytics features.

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