223 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…
30 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 -
Issue: A way to track outbound emails in Digital Analytics and a way to track the most aging email in Digital Analytics
At this time, RingCX Digital Analytics does not provide a native report, metric, or dashboard specifically designed to track the oldest aging outbound email or identify the longest pending email interaction. While outbound email interactions may be included within digital interaction reporting, there is no built-in analytics capability that directly surfaces the most aged outstanding email.
Business Impact:
Customers who manage high volumes of email interactions may require visibility into aging emails to monitor response times, prioritize follow-ups, and ensure adherence to service level objectives.Requested Enhancement:
Add Digital Analytics reporting capabilities that would allow users to:Track outbound email…
2 votes -
Option to exclude logo/hyperlinked image URLs from Email Interaction message previews
When an incoming email interaction contains a hyperlinked logo, header image, or image hosted on a CDN (e.g., AWS S3 links or domain URLs) at the top of the body, RingCX displays that URL in the message preview pane instead of the actual text body.
Proposed Solution:
Provide an admin setting or built-in preview parser logic for Digital Email Interactions that ignores leading standard image/logo links or HTML image tags when generating the text preview snippet. The preview pane should extract and display the first line(s) of actual text from the email body instead.Business Value / Impact:
1. Agent…2 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 -
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…
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 -
Chat feature closes its self after telling a user that we are closed
Add the ability for chat boxes to close themselves, for example after a user messages the chat outside of normal hours they can get a message saying "We are current closed, please reach out during our normal business hours of 8am-5pm" and after a few seconds the chat box closes its self.
1 vote -
1 vote
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SMS blast and automated SMS in RingCX
It would be great if we have options in RingCX SMS that allows customers to send blast SMS and automated SMS which is now available on other SMS platforms.
1 vote -
Sender email change
Issue Summary:
Individual sender alias for outbound RingCX emails.Environment and Scope
RingCX Digital Channels (Email Queue), RingEX Profile Synchronization.Findings
The platform currently maps the email sender name either to the global Email Channel settings (which applies to all agents in the queue) or syncs directly from the primary RingEX user profile. There is currently no native functionality in RingCX to configure individual, queue-specific digital aliases that differ from the RingEX directory profile.1 vote
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