217 results found
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Update RingCX Agent for ALL Interaction Types
Currently, the RingCX agent only updates an agent's status when a voice interaction is received and not when a chat interaction is received.
When a chat interaction is received, the status of the Agent stays in "Available" even if the "Max number of concurrent interactions" setting is set to '1'.
This makes it difficult for Admins and Supervisors to accurately manage their agents, because this status does not change in the dashboards.
It would make sense to simplify the status changing in the CX agent for all interactions, when the agent is engaged.
60 votes -
Configurable Auto-Resolve Settings for SMS Shared Inbox
Customer is requesting additional configuration options for SMS Shared Inbox conversation management.
Current behavior automatically moves SMS conversations to the “Resolved” folder after a certain period, which the customer reports is causing confusion and inconvenience for users managing ongoing conversations.
Requested enhancements:
Ability to disable automatic movement of SMS conversations to the “Resolved” folder.
Ability to configure or extend the auto-resolve interval before conversations are moved to the “Resolved” folder (e.g., allow longer retention periods such as weeks or months).Customer also noted that replying to a resolved conversation starts a new active thread while previous messages remain in the…
24 votes -
Bulk Deletion of Unread Digital SMS and Email Notifications for Unread Messages
Title: Enhance Digital SMS Management with Bulk Deletion and Unread Message Email Notifications
Product: RingCX
Feature Category: Digital Channels / SMS Messaging
Business Need: Customers managing a high volume of digital SMS interactions require more efficient tools for message administration and monitoring. Currently, unread SMS messages must be managed individually, which can be time-consuming and inefficient. Additionally, there is a need for proactive notifications to ensure unread messages are not overlooked.
Requested Enhancements:
- Bulk Deletion of Unread Digital SMS Messages
Enable supervisors and authorized users to select and delete multiple unread digital SMS messages simultaneously instead of deleting them one…
6 votes -
Enable Outlook GAL Search in RingCX Digital Email (To/CC/BCC/Forward Fields)
Business Need:
*Customers using RingCX Digital email interactions require the ability to search and select recipients directly from the Microsoft Outlook Global Address List (GAL) when composing, replying to, or forwarding emails.Current Behavior:
*The"Sync with RingEX Contacts" feature currently supports contact lookup only within the RingCX Integrated Softphone in SPOG for voice-related workflows. Users can search contacts and initiate or transfer calls using synchronized Outlook/GAL contact information. The feature does not provide GAL search capabilities within RingCX Digital email fields (To, CC, BCC, or Forward). As a result, agents must manually enter known email addresses. The upcoming release is…7 votes -
Native Mass Email Campaigns / Broadcasts
Description:
Currently, RingCX handles 1-to-1 email ticketing and interactions excellently, but it lacks the native ability to execute outbound mass email campaigns or broadcasts.Use Case:
Many of our customers frequently need to send mass announcements, policy updates, or marketing emails to large distribution lists directly from their contact center platform.Business Value:
Adding a native mass-email campaign feature within RingCX (Digital experience) would allow businesses to manage both inbound customer service and outbound mass communications in a single, unified platform. This provides a much smoother omnichannel experience and prevents customers from having to purchase and complexly integrate separate third-party…9 votes -
Social Media Comment Threads - Lock Ability
The problem:
- We manage hundreds of social media channels.
- When we run competitions, posts often get thousands of comments.
- Most comments don’t need a reply — but sometimes a customer service–related question appears in the middle of the thread.
- If we completely ignore a comment thread, we could miss those occasional important queries.
The feature request:
Allow us to “lock” a thread when we don’t need to respond further, so that if a new comment is added later, it appears as a new, separate thread — making it easier to spot and respond to.
Why it matters:
Without this, we…
34 votes -
Audit log to show when things are requeued by an agent
Within digital interactions it is not clear when agents have requeued interactions when looking at thread audit logs. This needs to be clear for agent management.
Alongside this it is best practice to show which queue the interaction is in as large accounts such as ours have close to 100 queues to manage. Currently, all we can see is that the interaction has moved to 'triage queue' with no insight into which queue that is.
12 votes -
Chat Popout Window
Allow user to pop chat window out, incase they need to navigate away from the current window.
15 votes -
export email
Currently, the RingCX platform does not provide agents with the ability to export emails, as messages are managed as digital interactions within the solution. This limitation prevents agents from preserving the original email along with its associated metadata (sender, recipients, attachments, headers, date and time sent, etc.), which may be required for customer follow-up, analysis, archiving, auditing, or compliance purposes.
We would therefore like to request the addition of an agent-level email export feature, allowing agents to export an email directly from the interaction. Ideally, the export should preserve the original message content and all available metadata, ensuring a faithful…
3 votes -
Option to Disable Email Hover/Preview Popups in Engage Digital / Contact Center
Use Case / Problem:
When agents navigate through incoming interactions (such as email queues), hovering over an item triggers a large preview popup overlay. In high-volume environments, this pop-up often obstructs other interface elements, creates visual clutter, and can slow down agent navigation when moving the cursor across multiple queue items.Proposed Solution:
Add a user setting or administrator toggle option within the interface settings to disable hover previews (or set a delay).Option A: A simple toggle switch in user preferences: "Enable email hover previews [On / Off]".
Option B: Require an explicit click on the interaction card to…
2 votes -
Ability to enable presence sync for call queues/groups vs individual users
Currently, presence sync can be enabled either for all users or individual users. For customers enabling presence sync for individual users, every new user will need to have presence sync enabled manually.
Having the ability to control sync for call queues/groups would both reduce the work required for enabling sync (there are less groups than there are users) and ensure future members of that call queue/group will have sync automatically enabled.
3 votes -
Unify RingCX Digital Interaction Options To Simplify Agent and Supervisor Workflow.
Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.
Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".
The "My Messages" section offers the following options:
-Transfer (to a queue)
-End Message
Extra Actions:
-Recategorize
-Reassign (directly to an agent)
-Mute Author
-View audit log
-Change Language
-Anonymize
-Ask an expertThe "All Messages" section offers the following options:
-Solve (End Message)
-Defer
Extra Actions:
-Recategorize
-Mute Author
-View audit log
-Change Language
-Anonymize
-Ask an expert…
71 votesIn design
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Add the Polish language (audio CALLBACK)
Add Polish to callback audio messages to enhance the experience for Polish-speaking users by improving message comprehension and the quality of the customer journey in a multilingual context.
4 votes -
change button shape and placement
Ability to change the placement/size/shape of button using visual library. You can do this but the default button shows after interactions.
It doesn't make sense to allow button changes but only before the customer interacts, the change should implement permanently on the chosen URL/site regardless of interaction.
Please see case 28193631 for further information along with a video.
24 votes -
Google Chat as inbound channel for help desk use case
We support MS Teams as a channel for IT desk use case. Some customers asked to support Google Chat in a similar use case.
End user contacts Customer Support through a group in Google Chat and the chat is routed to an agent who is able to reply.
This use case is particularly important for BPOs which handles IT support for their customer (SCC, Sopra, Comearth, fimainfo - only in France)
https://rc.lightning.force.com/lightning/r/Account/001Hr000023vagMIAQ/view
https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DOMr7YAH/view
https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DQLXaYAP/view
https://rc.lightning.force.com/lightning/r/Account/0012H00001gHulwQAC/view13 votesThis is not a common channel in CCaaS space, we'll need to gather interest on this
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Digital Email Routing After Hours with Automated Holding and Release at Business Opening
Overview
Client requires emails received after hours to remain held until the relevant community’s next business opening. Because agents support multiple communities across different time zones, delivery must follow each community’s operating schedule independently of when agents log in. This process should run automatically without manual changes to agent queue assignments.
Current Limitations:
Early delivery: Previously queued emails may be offered when an agent becomes available, even if the community’s business hours have not started.
Fixed waiting periods: A holding-queue timer measures elapsed time from each email’s arrival rather than releasing it at the next business opening. Emails arriving shortly…
1 vote -
voicemail
When checking voicemail, it shows a time if the voicemail was today and a relative date if it was in the past, "yesterday". When you click on the voicemail, you cannot see a date or time stamp. Having a date or time stamp would be very helpful.
1 vote -
RingCX Digital Message Notification Improvements
Digital interaction notifications in "My Messages" appear when an interaction dequeues to an agent.
Requeuing via "Transfer" (within the notification) removes the notification from the handling agent and shows a new notification for the agent to which the interaction dequeues.
However, transferring directly to another agent through "All Messages" keeps the notification with the initial agent, creating a three-party chat scenario.
To address this inconsistency, we propose unifying the behaviour for all transfers: remove the notification from the initial agent and display it for the receiving agent, matching queue transfer behaviour.
49 votes -
RingCX Live Chat to Automatically Check for Available Agents
RingCX Live Chat to Automatically Check for Available Agents.
Current behavior:
1. We have a targeting rule where the chat will only be available when there is at least one agent available.
2. A website visitor loads the website where the chat widget is found and the visitor came when no agent is available. So the chat is not available or grayed out.
3. An agent becomes available.
4. The website visitor still sees the chat as unavailable unless the visitor refreshes the website.Please make it so that the website visitor will no longer have to refresh the website…
1 vote -
Pre-chat dropdown menu
The current setup for the pre-chat survey is insufficient for those with accessibility needs e.g. voiceover.
Currently, when you create a category dropdown menu the default selected is a blank box. When you hover over this, it says "please select an item in the list.". This wording should be within the box itself to help those with accessibility needs.
1 vote
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