76 results found
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Viewing Agent Email Responses in RingCX
At this time, there’s no built-in functionality in RingCX to track or view the outbound email responses that agents send through the platform. This limits visibility and auditing capability for customer interactions via email. Customers looking for a way to monitor and review email correspondence between their agents and customers—similar to how call or chat transcripts are accessible. This would support QA, training, and ensure communication standards are met.
Please consider this feature for a future enhancement to RingCX’s reporting or interaction history tools. Ideally, this could include:
A searchable log of outbound email replies
The ability to view the…
1 vote -
RingCX: Option to turn off sound notification in RingCX Digital
Requesting for an option to mute the sound notification in RingCX Digital for both webversion and app
1 vote -
Prioritization of the Chat and Mail channels
Currently on digital channels (Chat and Mail) we have no possibility to prioritize them
This has a strong impact on our service level respects, as digital channels are not prioritized at the SLA level, whereas currently, with no possibility to set priorities on these channels, a chat can be prioritized on a call and therefore degrade our ability to pick up in time.
prioritizing calls will improve our SLA’s3 votes -
The ability to adjust auto-replies and forwarded email spacing through email templates customization.
The ability to adjust auto-replies and forwarded email spacing through email templates customization.
2 votes -
Supervisor having the ability to Transfer the interactions under supervisor Dashboard
Under the Supervisor menu, chats cannot be transferred to a specific agent in a way that notifies the agent via the "My Messages" section.
Desired Behavior:
When a chat is reassigned to a specific agent via the Supervisor menu, the system should generate a notification under the agent’s "My Messages" to inform them that the chat has been routed to them.3 votes -
Attachment limit increase
Increase the attachment limit for the customer and their clients to attach files more than MB
3 votes -
Transfer Digital Interactions with automatic recategorization
Whenever an agent transfers the digital interaction to another queue, the category does not automatically change with the associated queue. Therefore, if a customer replies to the thread, the interaction is routed back to the last assigned queue instead of the transferred queue.
Use Case:
1. The customer selects the incorrect queue (Customer Service).
2. Customer Service transfers the interaction to the Sales queue.
3. The Sales agent ends the conversation.
4. The customer replies to the same thread.
5. The interaction is routed back to Customer Service.Desired Behavior: The interaction should be routed back to the Sales queue…
7 votes -
Show caller ID when Transferring Calls
The ability to show the name of the caller who initially made the call. Customer is having issues with the CallerID not updating when they are being transferred. She had called a user and the user transferred her to another user, but the CallerID still shows the original user who she had called and transferred the call away.
2 votes -
Ability to forward SMS from the RingEx platform to the RingCX platform
Ability to forward SMS from the RingEx platform to the RingCX platform
1 vote -
Email Notification with details
IP address, store location (customer) and display chat transcripts for all the chat interaction will be send to the clients email address. Since this is the current set-up of the customer.
1 vote -
Ability to delete multiple messages in digital queues
There should be an ability to filter and delete in mass specific messages in queues.
Right now, when a queue is hit with spam, one has to select each message one by one and either ignore or recategorize them.
9 votes -
Requeue in all messages
A capability to requeue all messages, rather than simply reassigning them to an agent, would be necessary.
2 votes -
Move from generic email profile to existing or new Customer Profile
When we get RingCentral voicemail email notifications, we cannot move and merge the VM/email to an existing customer profile with out permanently associating the "notify@ringcentral.com" to that one customer account every time another comes in.
Example:
Ringcentral sends a VM notification email, sent from notify@ringcentral.com to our email queue.
The VM call from caller ID is from 734-999-9999.That number is associated with John Smith, a customer profile visible from a previous interaction
with that customer.We'd like to move that VM over to the John Smith profile manually (or via a workflow if possible by using the…
27 votes -
Fax Preview When Sending Fax through Softphone
When sending fax through RingCentral softphone, a PREVIEW screen will enable the one sending the fax to validate the message or the file attachments before hitting the Send button. In the healthcare industry, it is imperative that we attach the correct patient test results in the fax messages sent to doctor's clinics.
6 votes -
Ability for Agents to change their own signature
In RingCX, provide the ability for an agent to manage their own Email signature as well as the ability to add links and images in the email signature to really make it customization and professional
3 votes -
Sending fax messages in RingCX
Customer would like to add the fax feature in RingCX.
12 votes -
CONNECT EMAIL INTEGRATION TO OTHER FOLDERS/LABELS IN GMAIL
Currently, syncing Gmail labels is not supported for IMAP/SMTP channels. Only folder syncing is available at this time
12 votes -
Ability to disable File Upload Feature in RingCX Digital Chat
Requesting an option or ability to disable the file upload feature in RingCX Digital Chat, as it poses significant security risks such as malware, spyware, and numerous other threats.
10 votes -
RingCX - Messaging Targeting Rules to Detect Digital Queue Business Hours
At the moment, we need to set a fixed time in the Messaging Targeting Rules. We would like to have the ability to set a rule that detects the business hours including the business hours override.
1 vote -
RingCX custom report that includes actual message in digital email.
A custom report that provides data on how the agent responded to the digital email. Must include the actual message sent.
2 votes
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