501 results found

1. Credit card & PPI info

   Currently credit card information given is scrubbed from a transcript, but not from the call itself. I was instructed that the person being recorded can stop their recording and restart at the time credit card or PPI is given verbally. This really should be the responsibility of RingSense to scrub it from calls and not the agent being recorded.

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2. Ability to Delete Calls for Privacy Concerns

   There are instances when a call may have been recorded that shouldn't have or an internal calls gets processed because a user called from an external number, etc. Admins need to be able to delete these calls to ensure privacy is maintained in the platform.

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   Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   Thank you for your valuable feedback.

   
   

   I’m excited to share that RingSense admins can now delete specific interactions directly from the RingSense portal. Please find the screenshot for instructions on how to delete any interaction from RingSense.

3. Chat Feature in RingSense

   Customer Feedback from a RS demo ---

   (RingSense) needs an "ask me anything" chat-like feature for post-call action items
   - ex: can ask ringsense "what closing questions could I have asked to win that deal?", "write me a follow-up email with next steps and a recap"

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4. Call filtering base on completed/not completed scorecard

   Ability to filter calls based on the completion status of scorecards.

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   1 comment  ·  RingSense  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   RingSense now supports rich scorecard filtering capabilities. You can filter by scorecard status, who was it filled by and optionally the final score of the scorecard.

5. German Support for RingSense
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   Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   RingSense now supports German language.

   
   

   As a RingSense admin, you can now select Deutsch as part of your transcription language settings. See details in the attached screenshot.

   
   

6. Improve/Increase documentation

   Request is for increased/improved documentation for RingCX/RS4S/RS4RCX,

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7. Add an icon to easily copy and paste the call transcript

   Add an icon, similar to the copy-and-paste layout for call summary, to easily copy-and-paste the call transcript.

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   Implemented  ·  0 comments  ·  RingSense  ·  Delete…  ·  Admin →
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8. SMS as a Channel/Integration

   Ability to integrate with RingCentral MVP SMS/MMS and RingCx SMS/MMS. Would like to be able to match SMS interactions to deals and track concepts/contexts and keywords like we can with calls.

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9. Easier Navigation to Access Coaching Information

   Goal is for a Supervisor to be able to see their managers' coaching capabilities. For example, to be able to select a range of dates and click to be able to see feedback and coaching themes without having to drill too deeply.

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10. Ability to drill down to detailed reporting into speaking metrics

    Similar to the tracker "jump to" icon, a user should be able to click on a speaking metric and be taken to a Speaking Metrics tab on the call that displays periods in the call.

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    Future Consideration  ·  0 comments  ·  RingSense  ·  Delete…  ·  Admin →
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11. Transcripts Copy and Paste Friendly

    Transcripts should be available in real-time. And be available for copy and pasting into CRM notes.

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12. Enable live transcription for a specific extension/number during meetings, even if they are not the host or moderator.

    Current Limitation:
    Non-host/non-moderator extensions cannot independently generate transcripts; only hosts or moderators can enable transcription.

    Suggested Improvement:
    Add per-extension transcription control, allowing admins to selectively enable transcripts and manage visibility/download permissions.

    Benefit:
    Allows targeted team members to access transcripts without hosting or moderating, improving efficiency and record-keeping.

    5 votes

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13. RingSense - Change Audio settings

    The Ability to change the Audio settings or the playback audio channel from Monolog to stereo etc,

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14. Custom API for AI Receptiopnist

    Having the ability to integrate a custom API with RingCentral’s AI Receptionist would be a game-changer for us. It would let us connect our existing CRM and scheduling tools directly to the receptionist, so it could automatically pull up customer info and book appointments without any manual input. That kind of seamless flow would save us so much time and reduce errors, plus it would make the experience way smoother for our clients. Honestly, it feels like the perfect way to take our customer service to the next level

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15. Connect RingSense to RingCX admin console for Supervisor management

    Connect RingSense to RingCX admin console for Supervisor management so we don't have to update the supervisor settings for Agents in 2 places.

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16. forwarding calls to AI Receptionist from a call queue

    Give the ability to send calls that reach the timeout in a call queue directly to an AI Receptionist extension.

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17. AI Receptionist to pick up call After phone rings and no answer

    An option so that RingSence AI doesn't pick up automatically but only after several phone rings and no answer

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18. Limit Manager Access to Interactions in RingSense

    Feature Request: Limit Manager Access to Interactions in RingSense
    We wish there was a way to limit managers’ access to interactions in RingSense.

    For example, a manager should only be able to view the interactions of users who are directly assigned to them as their manager. They should not have access to interactions from other teams or users outside their scope.

    Currently, even if we:

    Customize roles

    Create a dedicated team for the manager

    …the manager can still view all interactions across other teams in the RingSense dashboard.

    Benefit of Having This Feature
    Enhanced Data Privacy & Security: Ensures sensitive conversations and customer data are only accessible to relevant team leads.

    Better Team Segmentation: Helps managers stay focused on their team's performance and insights without distractions from other groups.

    Role-Based Access Control (RBAC) Compliance: Aligns with common enterprise security practices and compliance standards by enforcing access boundaries.

    Improved Trust: Employees may feel more comfortable knowing that only their direct manager can access their interactions.

    Feature Request: Limit Manager Access to Interactions in RingSense
    We wish there was a way to limit managers’ access to interactions in RingSense.

    For example, a manager should only be able to view the interactions of users who are directly assigned to them as their manager. They should not have access to interactions from other teams or users outside their scope.

    Currently, even if we:

    Customize roles

    Create a dedicated team for the manager

    …the manager can still view all interactions across other teams in the RingSense dashboard.

    Benefit of Having This Feature
    Enhanced Data Privacy & Security: Ensures sensitive… more

    5 votes

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19. AI feature that'll automatically send out transcribed notes via email

    The customer wants us to add an AI feature that'll automatically send out transcribed notes via email

    5 votes

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20. Template Tab with Pre-Configured Questionnaire

    Introduce a new "Template" tab within the RingSense conversation overview screen alongside the existing tabs (Transcript, Trackers, AI Coach, Next Steps, Q&As).
    This Template tab would allow admins to pre-configure question templates (such as a pre-screen questionnaire or sales scripts) and have RingSense AI automatically extract answers from the conversation based on the transcript/audio data.

    Link: https://docs.google.com/document/d/1Y3rHbD1GPO_qq98R4Q10bqypIzUwXWFzG5XImaUHQQg/edit?tab=t.0

    How This Differs From Existing Trackers, Q&As, and Other RingSense Features
    While RingSense already provides powerful tools like Trackers and Q&As, the Template Tab introduces a fundamentally different workflow and user experience:
    Trackers are keyword or phrase-based detections that flag when specific terms appear in conversations. They show where something was mentioned but don't systematically organize responses into structured answers.

    Q&As currently allow AI to infer general questions and answers from a conversation, but these are generated post-call based on what the AI finds important — they are not based on a pre-defined, user-driven questionnaire.

    Scorecards provide a useful way to see whether specific questions have been asked during the conversation, but they do not capture or display the actual answers to those questions. Instead, scorecards track the presence of certain topics or questions, but they lack the ability to extract concise, one-line responses to each question.

    How it Works:
    Admin Configuration:
    In the Admin Portal, admins can create and manage "Templates" predefined sets of questions relevant to a specific workflow (e.g., pre-screen interviews, discovery calls, qualification calls).

    During/After Conversation Analysis:
    Once the conversation is processed, the AI will:

    Analyse the conversation (audio + transcript).

    Match user-configured questions against the conversation.

    Extract concise, one-line answers if information is available.

    Leave the answer field blank if a question was not answered during the conversation.

    User Interface:
    A new "Template" tab will be added to the overview screen where users can:

    Select a relevant template (if multiple exist).

    See each question with the extracted answer.

    Download/export the completed Q&A if needed.

    Example Use Case:
    Recruitment companies conducting pre-screen interviews:

    Create a template with standard questions like:

    "What is your current salary?"

    "What is your notice period?"

    "Describe your previous experience."

    "Are you open to relocation?"

    After an interview, the recruiter simply checks the Template tab to view the summarized answers without manually scanning the transcript.

    If a candidate didn't mention salary, that field remains blank.

    Why the Template Tab Is Different and Valuable:
    Pre-Configured Workflow: Admins can upload a consistent set of questions before the conversation, aligning the AI’s attention to exactly what matters for their specific business process (e.g., recruitment, discovery calls, sales qualification).

    Structured Data Extraction: Instead of unstructured highlights, users get a clean, one-question-one-line-answer format, making it much easier to review, export, and take action on the gathered information.

    Gaps Are Immediately Visible: If a question is not answered during a call, the corresponding field remains blank, providing clear visibility into missing information without reading the full transcript.

    Saves Manual Work: Users don't have to dig through the transcript or rely on ad hoc AI prompts; the important information is automatically captured in an organized format.

    Consistency Across Conversations: Ensures critical questions are always tracked and answered consistently, regardless of which rep or interviewer is running the conversation.

    Why This Is Valuable:
    Speeds up information retrieval:
    Users no longer need to manually read transcripts or ask AI externally (e.g., copy/pasting into ChatGPT) to find answers.

    Consistency in data collection:
    Ensures important business-critical questions are tracked across all conversations.

    Saves time and reduces error:
    Reduces human error in data gathering from calls and accelerates internal workflows (recruitment, sales, support).

    Enhances AI usage within RingSense platform itself:
    Keeps users inside the platform rather than needing to export transcripts to third-party tools for Q&A extraction.

    Introduce a new "Template" tab within the RingSense conversation overview screen alongside the existing tabs (Transcript, Trackers, AI Coach, Next Steps, Q&As).
    This Template tab would allow admins to pre-configure question templates (such as a pre-screen questionnaire or sales scripts) and have RingSense AI automatically extract answers from the conversation based on the transcript/audio data.

    Link: https://docs.google.com/document/d/1Y3rHbD1GPO_qq98R4Q10bqypIzUwXWFzG5XImaUHQQg/edit?tab=t.0

    How This Differs From Existing Trackers, Q&As, and Other RingSense Features
    While RingSense already provides powerful tools like Trackers and Q&As, the Template Tab introduces a fundamentally different workflow and user experience:
    Trackers are keyword or phrase-based detections that flag when specific terms… more

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