779 results found
-
Deskphone Pairing and HUD features working at the same time
Managers who enable Desk Phone Pairing lose the HUD Monitor/Whisper/Barge controls. Disabling Desk Phone Pairing immediately restores them. Employees can remain paired and still be monitored, so the limitation appears to exist only on the supervisor side. Supervisors should be able to use AI Call Notes and Call Monitoring simultaneously without toggling Desk Phone Pairing.
1 vote -
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…
1 vote -
send notification for Lead via email
Set up and send AIR Leads to Customers email
1 vote -
ACE Tracker Conditions
Would be nice to have more conditions with the key words. Like and or.
1 vote -
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 -
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 -
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 -
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 -
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 -
Correct AI Call notes summary and transcriptions
Customer wants to have Correct AI Call notes summary and transcriptions after every call
1 vote -
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:
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).
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…
1 vote -
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.
1 vote -
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.
1 vote -
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.
1 vote -
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…1 vote -
Ability to link scorecards to the appropriate tracker
It would be helpful to link the trackers to scorecards
1 vote -
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.
1 vote -
Admin scoring of 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.
1 vote -
AI Alert at Beginning of Calls
Is there or would it be possible to shorten the voice alert that notifies you each time a call is inbound or outbound that AI will be taking notes? I find the AI sometimes speaks over the top of greetings from the person on the other end of the line. Because AI is letting me know it will be taking notes, I cannot hear if someone has picked up the phone or not or what someone is saying as their greeting to the start of a call. Thank you.
1 vote -
Can we have a way to pull a pie chart report for AIR?
It would be nice to generate a pie chart that can be downloaded and shared with department heads.
1 vote
- Don't see your idea?