488 results found
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search for frequently asked questions
Search for frequently asked question from customers in RingSense calls.
3 votes -
Scheduled Callbacks
We should be able to "transfer" a callback to an agent so follow ups can be tracked and be queued for the representative when they are available
2 votes -
AI Hold Music
Requesting to have a hold music for AI receptionist when checking information on the call for the caller instead of dead air. Not the hold music when AI is transferring a call to a user or groups.
3 votes -
SMS view needs sticky DID filter option
Within ring central app, SMSs are all grouped together regardless of how many SMS enabled phone numbers are enabled and have received texts. The SMS view needs a top drop down that allows the user to select a DID and there by view only SMSs sent to from that DID. The all together view currently does not allow this and it requires a deep level of clicks to find which DID the conversation is established with. Also having a sticky DID filter drop down avoids accidentally sending Texts from an incorrect DID.
By sticky, the DID selection should persist between…
1 vote -
Ability to use RingSense on Queue Calls
Being able to use RingSense on call queue calls would be greatly helpful. At this point RingSense captures all non-queue calls and only a handful of queue calls, but a bulk of our inbound call handling is done through a call queue, effectively making RingSense useless for our use case.
48 votesSee "Call Queue" filter in "All filters" on the Calls page.
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AI Receptionist Voice Response
It would be better if there were a setting to control how quickly the AI receptionist reads our greeting, and perhaps include a pause to make it sound more natural.
1 vote -
Improve Conversation Flow (and get rid of the clicking/ticking noise)
The receptionist sounds too robotic and doesn't respond to inputs fast enough. If the caller cuts in or interrupts the AI, it should pause what it is saying to receive and respond to the new inputs.
There is also strange clicking noise for every response that needs to go away.
The voices are much better than RCs text to speech in the AA section, granted, but it still "feels" robotic. I understand there is a balance to making sure people know they aren't talking to a human but there are still some annoying things about this AI that could be…
1 vote -
Training and Custom Logic
There ought to be more functionality for teams to inject custom logic and training.
Examples:
- Never Say...
- Talk About...
- When asked about (enter context, keywords, just like transfer by context)... Respond with...
- Be more specific about whether employee names should be stated specifically in the call or avoided altogether
1 vote -
New Skill Request: Send Emails
AIR should be able to send emails during the call the same way it can send text messages. Applications are endless:
1. It could be used to send scheduling links if people prefer email over text.
2. It could be used to send the transcript of the call to an internal ticketing system
3. It could be linked to many other AI and automation tools that are triggered by emails (much more flexible than SMS triggers)More ideas in the comments!!
1 vote -
my reports
Expired reports should automatically be deleted when the end of the availability date is reached. If a report is no longer available, why does it continue to display after the status availablity date is reached? Please have unavailable reports in the My Reports queue systematically delete from the My Reports results.
1 vote -
Post call summary
AI summaries and call recordings to generate for both inbound and outbound calls without manual intervention.
1 vote -
custom voice
Wondering if there is any plan to allow for voice synthesis by creating a voice sample. That way, our clients hear a familiar voice over the current AIR.
1 vote -
CSAT & Saved View Reporting
The Saved Views reporting allows saved views to be accessible in the Saved View reporting options, however it does not allow the user to select saved views from the CSAT tab. Within the Saved View Reporting option in the Catalog, allow users to select from all of their custom saved views, regardless of which tab in involved. For reference case # 29422491
1 vote -
ability to set up alerts/notifications when specific trackers (like "Customer Frustration") are triggered.
ability to set up alerts/notifications when specific trackers (like "Customer Frustration") are triggered.
1 vote -
Manage Post-call Summary and Automatic notes account wide via Admin Portal
We would like to have the capability to configure or manage Post-call Summary and Automatic notes via the Admin Portal. This will be a great help for us Admins to manage user-level AI settings.
13 votes -
Calls routed to voicemail should be saved in interactions
customer would like to have all calls that was routed to voicemail to still show in their RingSense Interaction
2 votes -
Comprehensive Data Download from RingSense
The ability to download all data from RingSense, including call logs, call recordings, and transcriptions for all users.
Proposed Features:
Download Format: Allow users to choose between various formats (e.g., CSV, JSON, XML) to accommodate different data analysis tools.
Filtering and Sorting: Implement options to filter data by date range, user, call type, or other relevant criteria.
Data Security: Ensure that downloaded data is encrypted and protected to maintain confidentiality.
Batch Download: Provide the ability to download large datasets efficiently, potentially using a background task or scheduled download.Additional Considerations:
Data Volume: Establish guidelines or limitations on the amount of…
21 votes -
AIR as Voicemail
Caller calls in, talks to AIR... asks to be transferred to an employee in the company...
The employee does not answer and the "Send to Voicemail" feature is activated...
(Instead of "Send to Voicemail" it should be Forward to Extension, in this case the AIR Extension)
The AIR picks up and says something like:
"Hi there, this is {AIR NAME} with the {COMPANY}. {PERSON YOU CALLED NAME} isn’t available right now, but I’m here to help. Would you like to leave a message or be connected with someone else who can assist you?"
Where the caller states they would like…
1 vote -
Report from Trackers
I would like to create a PDF with the graphics from the Trackers not just a CSV.
2 votes -
Allow AI Notes and Transcripts to be pulled by Zapier.
Some of us don't use SalesForce. My firm uses MyCase. I'd like to use Zapier to pull the transcription and the AI summary and post to a call item in MyCase. Right now, I can't pull recordings, transcripts, or notes through Zapier, only call logs and contacts.
5 votes
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