821 results found
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AIR backup Ext
AI Receptionist: Allow call queue extension to be use as backup extension
as per Engineering Team
AIR does not support this feature for now, only user extensions can be used as backup ext.
6 votes -
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
9 votes -
integrating gohighlevel to ai receptionist
Please make the ai receptionist able to integrate gohighlevel crm so we can use the lead capture feature and automatically send the lead information to the gohighlevel crm and create an opportunity.
1 vote -
Uniform layout of RingSense for MS Teams and Salesforce
The current UI layout (tab order, insight placement, and data visualization) varies between the MS Teams and Salesforce integrations. This inconsistency causes navigation friction for users who switch between these platforms throughout the day.
Proposed Solution
Introduce Global UI Templates within the RingSense Admin Portal that allow administrators to:Synchronize Layouts: Force a identical tab order (e.g., Summary > Insights > Transcript) for all integrations.
Centralize Configuration: Design a "Master View" that applies the same CSS/component layout to both the MS Teams embedded app and the Salesforce side-panel.
Consistent Mapping: Ensure CRM-linked fields appear in the same location regardless of…
1 vote -
mask sensitive info from transcript and ai notes
I've discussed this at length with multiple support reps and I've confirmed that when you set up call masking in RingSense, that it only masks the audio recording, and does not mask the transcripts and AI summaries.
This is a major security concern as sensitive customer information such as credit cards needs to be masked from everything, not just the audio. For compliance with PCI DSS, the call masking logic needs to be changed so that transcripts and AI summaries are masked as well as the audio recordings. This is a HUGE security and legal issue.
18 votes -
Ability to to modify Interaction Summary and Filters
When a call is received, please note that the interaction summary may take some time to populate after the call ends. This delay is expected as the system processes the call details.
Additionally, the available filters in the interactions section (such as Coaching and Scorecard) are part of the default system design. At this time, these filters cannot be removed or customized.
1 vote -
AI Receptionist_ Speed of response
Customers feedback is that during the conversation between the caller and the receptionist, the AI Receptionist, would take a while to respond. Then, at the end of the conversation, when the caller says thank you, the AI would say, "let me check that for you" before having a closing remarks.
14 votes -
Filter Only Low CSAT Scores (True Negative Feedback)
Currently, when selecting “No” in the interactions view for a CSAT question, it includes all responses marked as “No”, but these can still have different scores (e.g., 6, 4, 2, 1).
I would like the ability to filter and view only truly negative feedback (low scores) — for example:
Show only interactions with low ratings (e.g., 0–4 or 0–5)
Exclude higher “No” scores like 6 if they are not considered critical
Allow quick identification of the most problematic customer experiencesExpected behavior:
Click on a question
Select a filter (e.g., “Low Score” or “Critical Negative”)
See only the interactions with…1 voteThanks for the fantastic idea. It has been added to our roadmap. Our team is reviewing and will get back once we've a committed ddate
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1 vote
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Set AI Receptionist Agent profile / personality to be more formal and professional preventing it from telling jokes when asked by a caller.
A customer observed that when the AI is asked to tell a joke, it responds appropriately and even prompts for follow-up requests, such as asking for another joke or the topic of interest.
Can you add a setting to AI Receptionist Agent profile / personality to be more formal and professional preventing it from telling jokes when asked by a caller.
1 vote -
AI-Powered Negative Feedback & Lawsuit Risk Alert System
We propose implementing an AI-driven feature that automatically detects potential lawsuit risks or negative client feedback across communication channels (e.g., emails, messages, support tickets). When such signals are identified, the system will trigger an immediate email notification to designated stakeholders for timely intervention.
Business Objective
Enable proactive handling of client dissatisfaction
Reduce the risk of legal escalation
Improve customer experience through real-time response
Strengthen organizational risk managementTrigger Conditions
Detection of strongly negative sentiment
Mention of legal-related keywords or phrases
Repeated complaints within a defined timeframeExpected Outcome
Faster response to critical client issues
Prevention or mitigation of potential lawsuits…1 vote -
Daily recap that highlights best call scores, lowest call scores and topics of frustrations from previous day.
Daily recap that highlights best call scores, lowest call scores and topics of frustrations from previous day. Maybe display how the day itself scores against the month or defined range of your choice.
1 vote -
LIVE TRANSFER
WHEN ATTEMPTING TO LIVE TRANSFER. ONCE THE AGENT PRESSES TRANSFER. THE CUSTOMER SHOULD AUTOMATICLY BE PLACED ON HOLD. THE NEXT OPTION SHOULD BE WARM TRANSFER. THIS WILL ALLOW THE AGENT TO SPEAK TO THE REP AND GIVE INFORMATION BEFORE THE TRANSFER. ONCE THE REP AND AGENT HAS DISCLOSED INFORMANTION. THE NEXT OPTION SHOULD BE TO MERGE THE CALL WITH THE CUSTOMER AND REP.
10 votes -
AIR Lead Capture for UK
To request enabling the Lead Capture feature for RingCentral AI Receptionist in the UK region, as customers currently cannot see or use this option. This feature would allow AIR to automatically collect the caller’s name, number, and reason for calling, improving call handling and follow‑up efficiency. Many UK customers expect the same AI capabilities available in the US, and adding Lead Capture would greatly enhance message‑taking, reduce missed details, and streamline after‑hours or overflow calls.
2 votes -
AI Voice & Call queue greeting voice
Currently, AI voice and call queue greeting voice is different, which forces us to disable call queue greeting voice/text. Call queue greeting grabs a different, assuming default AI voice, we would like to hear only the voice we have chosen within AI voice. Accent is also different on the call queue voice/text which causes further concerns for businesses based in multiple territories.
2 votes -
RingSense License Reassignment
Allow a RingSense license to be freed up or reassigned to another user.
7 votesThis is already supported by the RingCentral Billing portal.
For any RingSense license, you can un-assign or re-assign it any time. Please see the attached screenshot.
You can find additional details here: https://support.ringcentral.com/article-v2/Managing-licenses-in-RingCentral-account.html?brand=RingCentral&product=RingEX&language=en_US
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adjust ace summary length
Allow users to set a default summary length for all outbound calls
1 vote -
Train the AI to customize the call summary specific to the company
Allow the end user to train the AI notetaker on the summary of calls. They could submit information specific to the company, definitions of common words and phrases used by the sales team, and specific instructions on bullet points to include in a summary. This would allow consistent notes with real objectives, and next steps to flow into the CRM.
1 vote -
AI Assistance Notes Archive Feature
Description:
Provides administrators with the ability to archive AI-generated notes, ensuring they are preserved and not permanently lost due to retention policies or manual deletion.Purpose:
To safeguard important AI notes by moving them to a secure archive, allowing for future reference or compliance needs, even after they've been removed from the active environment.9 votes -
Allow Dashboard to be available to agents
Currently, the Dashboards can only be shared with staff with Admin rights. Agents cannot see when others are on a break or at lunch. When you have a lot of agents and they cannot see whether the person before them has returned, it makes it difficult to assure proper staffing. Also, it is difficult to make sure that everyone is properly logged out at the end of the day if there is no supervisor on the shift.
3 votes
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