768 results found
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Remove Transfer Confirmation & Enable Response Customization
requesting greater flexibility in the behavior of the AI Receptionist, specifically regarding call transfer interactions. Currently, the AI Receptionist requires callers to confirm before proceeding with a transfer and does not allow customization of this confirmation prompt or related responses.
3 votes -
Improve AI/IVR Case Creation Logic to Prevent Duplicate or Incorrect Support Cases
Idea Description
Currently, the AI-assisted IVR case creation system when calling RingCentral support may incorrectly generate new support cases when customers call to follow up on an existing case. In some situations, the system also associates the case with the wrong account or contact, causing confusion for customers who receive case notifications for issues they did not open.
Example Scenario:
A customer called RingCentral Support to follow up on an existing open case related to another account. Instead of linking the interaction to the active case, the AI system automatically created a new support case under a different account and…
2 votes -
ACE Comment Notes Character Limitation (Increase from 1,000 to 5,000 characters)
Please increase the character limitation associated with Comments in the Scorecard process. Providing feedback to an agent with a 1,000-character limit is difficult. We have our QA process utilizing the Scorecards with 20 QA questions being reviewed. We need additional space for our QA reviewers to type more comments associated with each of the review attributes (questions). Please allow up to a 5,000 character (or unlimited) for the comments section within the ACE functions.
2 votes -
Agent-Level Access to ACE Scorecards
The Scorecard tab under Coaching > Scorecard in ACE (RingSense) is currently designed for admins and managers to evaluate and score calls based on defined performance criteria and quality standards. At present, access is limited to users assigned the default Admin or Manager roles, and the feature is not available for custom roles or standard members.
It would be highly beneficial to introduce a member-level version of the Scorecard feature that allows standard users to view their own individual performance results, evaluations, and coaching metrics. Providing agents with direct visibility into their personal scorecards could improve self-awareness, encourage performance improvement,…
2 votes -
Ai transcript available for admins and super admins
We noticed agents now get a transcript as the call goes by and we think this transcript should be available on https://service.ringcentral.com/ . There's multiple reasons for someone in quality, trainers or even managers, to access to their agents calls and check specific details on it and having access to that transcript already created, would make more efficient this tasks.
For example: there's one task where i have to find calls where people talk about their ailments and this is usually calls over 20min. Instead of me having to download a file > upload to a third party tool >…3 votes -
Language Selection Before Greeting
Can we please get the option to put the 'Please select English or (Secondary Language)' before the Greeting? Perhaps a toggle?
3 votes -
Make the topics in the Topic Cloud clickable and produce a list of calls with those topics mentioned
Make the topics in the Topic Cloud clickable and produce a list of calls with those topics mentioned
2 votes -
AI Receptionist Transfer Context Document Upload and Copying / Duplicating Agents
There should be an easy way to copy/duplicate an agent that may already have large amount of context built into it. I would hate to have to re-type the 40+ context sections we added for each agent.
There should also be an easy way to upload a txt document with different paragraphs that can easily upload large amounts of context.
1 vote -
Option to Correct AI Receptionist Voice Pronunciation
There should be an option to upload preferred AI voice and for pronunciation to be corrected.
21 votes -
Option to disconnect the call if no response/dead air.
Just as there is an option under the IVR menu to disconnect the call if the caller does not enter a response, it would be best if there were a similar option in the AI Receptionist as well. This is for when the caller does not respond to the AI or is experiencing dead air.
3 votes -
need bi-directional sms chat capability
need bi-directional sms A! receptionist chat capabilities
1 vote -
Turkish Language support for AIR and ACE
We would like to formally request support for the Turkish language across the RingCentral platform.
Our law firm serves a large Turkish-speaking client base in the United States, and many of our employees communicate with clients in Turkish every day. Adding Turkish language support would significantly improve usability and accessibility for both our staff and our clients.
Specifically, we would like to request:
Turkish support for voicemail transcription.
Turkish support for AI call transcription and summaries.
Turkish support for live captions during meetings and calls.1 vote -
Disable User Ability to Turn Off and On AI Call Notes
Disable the User's Ability to Turn AI Call Notes On and Off. Only the admin can turn on and off the setting on the admin portal.
1 vote -
I would like a summary of all calls to scan for questions from customers to build a list of frequently asked questions.
Provide a periodic summary/report that scans transcripts of all calls (ingoing and outgoing) for questions that customers ask which will contribute to building a list of frequently asked questions. The intent is after a year or so, we will have a list of 100+ frequently asked questions that we can then train our employees with and arm them with responses to the questions. We can also train an AI agent to respond to these questions once they are all gathered and compiled.
1 vote -
export scorecard
Export Scorecard from specific call
From within a specific call in Interactions, it would be good if you could export a scorecard from the Scorecard tab, perhaps as a PDF (a bit like the transcript). Currently it seems the only way to get the data is to do a Scorecard Report but you can't target specific calls this way.
1 vote -
Train Ringsense with Our Policies, SOPs & Training Materials
To make Ringsense even more helpful, we can upload our internal policy documents, SOPs, training manuals, and guides directly into the platform. This would allow Ringsense to answer questions and provide support based on our actual procedures and documentation—cutting down on manual lookups and boosting accuracy in day-to-day operations.
✅ Supports formats like PDFs, DOCs, and other common file types
✅ Great for onboarding, compliance, and consistent support
✅ Scales knowledge-sharing across teams19 votes -
Log SMS feature through ACE Integrations (eg. Bullhorn)
Allow ACE to include SMS logging to reflect to supported CRMs such as Bullhorn
1 vote -
1 vote
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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
1 vote -
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…1 vote
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