1258 results found

1. Ability to limit SMS channel selection when creating an outbound SMS message

   When an agent generates a manual outbound SMS message, you have to select the channel to send the message from. The issue is that it shows every channel in the system, not just the channels/queues that agent is assigned to.

   In our use case, agents have their own SMS queue but without the ability to restrict this, an agent can send an outbound SMS from any other agents queue or channel.

   It would be ideal if there was a way to set a 'default' outbound channel instead of having to have the agent select a channel.

   28 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Future Consideration  ·  2 comments  ·  Digital experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

2. Enhancing Queue Event Management

   I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

   1. Queue Event “Duration”
      Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

   2. Queue Event “Repetitions”
      There is currently no native option to set repetitions for queue events. Our current workaround is calculating the total duration multiplied by the desired number of repetitions is highly unreliable. Factors such as the variable delay in establishing voice legs often result in prompts being cut short. Ideally, we should be able to play a prompt and simply define the number of loops required if these need to play multiple times.

   3. “Position in Queue” and “Estimated Wait Time”
      Linked to the point above, these prompts currently only play once per queue event. If we need these to repeat (for example, every 2 minutes over an hour), we are forced to replicate the queue event 30 times. This quickly becomes unmanageable. Introducing a repetition or interval setting for these specific prompts would be a much more elegant and scalable solution.

   4. “Comfort Prompts” (Overlay Logic)
      Typically, other solutions handle comfort prompts as an "overlay" for Music on Hold (MOH). In this setup, MOH plays continuously, and comfort prompts are triggered at defined intervals or repetitions. The music automatically fades out so that the prompt is audible and fades back in once it finishes. While this is a "nice to have," it would vastly simplify how we manage music and audio assets today.

   I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

   1. Queue Event “Duration”
      Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

   2. … more

   6 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

3. Feature Request: Add Reporting for Abandoned Chats in RingCX

   Feature Request: Add Reporting for Abandoned Chats in RingCX

   Summary:
   Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.

   Details / Description:
   Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
   This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.

   Use Case:
   Supervisors and analysts need the ability to identify how many customers abandon chat sessions before they are handled, along with timestamps and queue information.
   This data would help:

   Improve response times by identifying high abandonment periods.

   Enhance customer experience by ensuring sufficient agent coverage.

   Provide parity with existing voice reporting (e.g., abandoned call metrics).

   Requested Enhancement:

   Add “Abandoned Chats” as a metric in chat queue reports and real-time dashboards.

   Include fields such as:

   Queue name

   Timestamp of chat initiation and abandonment

   Time waited before abandonment

   Agent availability at time of event

   Optionally, include in Interaction Detail Reports (IDR) or Queue Summary Reports.

   Business Impact:
   Without this feature, supervisors lack visibility into missed chat interactions, making it difficult to track customer engagement effectiveness or staffing needs.

   Feature Request: Add Reporting for Abandoned Chats in RingCX

   Summary:
   Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.

   Details / Description:
   Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
   This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.

   Use Case:
   Supervisors and analysts need the ability to… more

   6 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

4. New Reporting Metric: Chat Widget Uptime & Hourly Available Gap Analysis

   Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

   Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
   * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
   * The "Black Hole" Effect - Currently, RingCX reports on interactions received. It does not report on the time periods where the widget was effectively "down." During peak seasonal periods (e.g., Christmas), the client suspects high unavailability (potentially >50%) but lacks the data to prove it or pinpoint the exact hours it occurs.

   Impact on Customer Experience (CX)
   * Sentiment Decline - The client’s demographic demands immediate, live support. When the chat option is hidden during business hours, it creates significant friction and damages brand perception.
   * Blind Spots - Without visibility into "unavailability duration," the client cannot quantify the negative impact on CX scores during peak traffic.

   Operational & Workforce Management Impact
   * WFM Inefficiency - Without knowing when the widget is hiding due to lack of agents, the WFM team cannot optimize schedules. They are effectively staffing based on "answered" volume rather than "true demand."
   * Forecasting - They cannot accurately forecast for future peaks because the "lost time" data is missing from historical reports.

   Specific Functional Requirement We request a standard report or dashboard widget that visualizes:
   1. Hourly Availability Rate: (e.g., 09:00–10:00: Chat Widget Active 40 mins / Inactive 20 mins).
   2. Unavailability Percentage: A calculation of (Time Widget Hidden / Total Business Hours) * 100.

   It would also be helpful to offer threshold alerts and the ability to flag when unavailability exceeds a certain percentage (e.g., >10% downtime) to trigger immediate staffing adjustments.

   Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

   Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
   * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
   * The "Black Hole" Effect - Currently, RingCX… more

   6 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

5. RingCX Queue/Global Phonebook used for Manual Outbound Calls

   Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.

   Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.

   84 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Future Consideration  ·  9 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

6. Filtering To Queued Interactions In Inbox

   There is no option within "all messages" to filter to queued interactions only. This makes it hugely difficult to manage large contact centres. Particularly contact centres that are utilising AI and messages do not show as "new" when entering a queue.

   5 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

7. Admins to be able to delete call recordings within RingCX

   Currently in RingCX, if we need a call recording deleted, we have to log a case and get it escalated to the right team. It would be much more effective if admins with analytics access could delete call recordings themselves.

   18 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

8. Ability to see Logged out agents in RingCX Real time Dashboard

   Ability to see Logged out agents in RingCX Real time Dashboard

   Currently in the Real Time Agent Widget, it only shows logged in agents. It would also help if it would show agents who are logged out

   15 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Future Consideration  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

9. All Messages Conversation Search Enhancement

   There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.

   Please see the screenshots.
   If a number is formatted in 3 different ways as it's used in RCX:
   (734) 279-2221
   17342792221
   734-279-2221

   When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or if they have already spoken with us.

   RCX engineers were able to confirm that this is how the search function does and should work, as it stands today. So when you are searching there, you are using a search feature for text which means that it will look for that exact phrase. What would need to be done in order for this to work smoothly would be adding a search parameter that would be able to remove things like the dashes, search with and without country codes in both E614 formatting and regular formatting. 

   There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.

   Please see the screenshots.
   If a number is formatted in 3 different ways as it's used in RCX:
   (734) 279-2221
   17342792221
   734-279-2221

   When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or… more

   •  

   •  

   •  

   •  

   •  

   •  

   21 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Planned  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

10. Wants to see Requeued Calls and Transferred Calls in RingCX Analytics

    Wants to see Requeued Calls and Transferred Calls in RingCX Analytics
    Wants to view the RingCX Analytics page to see the number of requeued or transferred calls when agents use the Requeue or Transfer options. There should be a report available that shows which calls were handled using these options.

    7 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

11. Recordings Delivery Audio Format

    Currently Recording Delivery Tasks only send the standard Recording URL. Customer is looking to deliver Perspective Recordings instead of Standard. An option on Task creation to choose which Recording is delivered would accomplish this.

    11 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

12. RingCX Audio Settings

    Need settings specific to RingCX to be able to adjust call audio levels. The current method is using native Windows audio settings which would bring down levels of other applications.

    5 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

13. Feature Enhancement Request: Reduce AI Disposition Display Delay in Disposition Window

    Hello RingCX Product Team,

    We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.

    Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.

    Agents have also observed a clear correlation between call duration and processing time:

    Shorter conversations tend to populate dispositions more quickly

    Longer calls take noticeably longer for the AI to process and display the disposition

    This creates friction during after-call work, as agents must either wait idly for the disposition to appear or proceed without it, increasing handling time and frustration.

    At this time, this behavior appears to be a platform limitation, as there is no way to:

    Surface a “processing” indicator with estimated readiness, or

    Improve responsiveness for longer conversations, or

    Allow agents to proceed while the AI disposition finalizes asynchronously

    Feature enhancement request:
    We are requesting consideration for improvements such as:

    Reduced latency for AI disposition generation, particularly for longer calls

    A visible status indicator (e.g., “AI disposition processing…”)

    The ability for AI dispositions to update asynchronously without blocking agent workflow

    Improving this experience would reduce after-call delays, improve agent satisfaction, and support more efficient call handling at scale.

    Hello RingCX Product Team,

    We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.

    Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.

    Agents have also observed a clear correlation between call duration and processing time:

    Shorter conversations tend to populate dispositions more quickly

    Longer calls take noticeably longer for the AI to process and display the disposition

    This creates friction during after-call work,… more

    4 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

14. Feature Request: Customizable Callback Setup Confirmation Message in RingCX

    Hello RingCX Product Team,

    We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

    Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

    The current message played is:

    “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as an agent becomes available.”

    At this point, the callback setup has not yet fully completed, but the wording strongly implies that it has. As a result, some callers hang up before the system finishes registering the callback, causing the callback to fail.

    At present, this appears to be a feature limitation, as there is no option to:

    Customize this message, or

    Use a different default message that explicitly instructs callers to remain on the line until setup is complete.

    Feature request:
    We are requesting the ability to either:

    Configure a custom callback confirmation message, or

    Update the default system message to clearly indicate that the caller should stay on the line until the setup process is finished (e.g., “Please remain on the line until your callback is fully confirmed”).

    This change would significantly reduce callback failures, improve patient experience, and reduce repeat inbound calls caused by unsuccessful callback registrations.

    Thank you for considering this request. We are happy to provide call samples or additional data if helpful.

    Hello RingCX Product Team,

    We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

    Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

    The current message played is:

    “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as… more

    3 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

15. Retain Originating Caller ID During RingEX to RingCX Transfers

    Enable RingEX Receptionist to preserve the original caller's number (Originating Caller ID) when transferring calls to RingCX.

    Current behavior:
    When a call is transferred from RingEX to RingCX, the original caller’s number is not retained. Instead, RingCX displays the Caller ID of the RingEX user who performed the transfer.

    12 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

16. Spam detection for chats

    Addition of a Spam Detection feature to chat channel. This feature will help identify and filter out unwanted or malicious content from users, ensuring a safer and more pleasant experience for all participants. The system should be capable of detecting spam messages such as repeated text, irrelevant links, offensive language, and other behaviors that typically indicate spam.

    28 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Needs More Information  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

17. RingCX Analytics: Additional Metrics and Elements to Simplify Use and Provide Enhanced Functionality

    There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting would enable them to review conversations linked to specific interactions where NPS is flagged as poor or interaction handling time is unusually high. Furthermore, including a digital interaction URL would provide valuable functionality for data analysts and supervisors, allowing them to easily access digital conversations directly with minimal effort from the Analytics application.

    To improve existing analytics capabilities and to simplify data analysts and supervisors work, I would like to suggest implementing the following metrics and elements for Historical Reporting and Realtime Dashboards within RingCX Analytics:

    Digital Channel Name - Example: ACME Incorporated WebChat (Channel)

    Digital Channel ID - Example: 66718bdc30e2670007a938fa

    Digital Interaction Thread ID - Example: 6671b7063d443400075b2681

    Digital Interaction URL - Example: https://brgzmzwqdj.digital.ringcentral.com/identities/6671b7063d443400075b267d?thread_id=6671b7063d443400075b2681&view=no-header

    Digital Category Name - Example: WebChat

    Digital Category ID - Example: 66718b8b94c18e000727c35c

    There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting… more

    •  

    •  

    •  

    31 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Future Consideration  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

18. Pre-chat quick replies / icebreakers for RingCX Engage Messaging

    Allow Next Bot Action Without Requiring Initial Message Submission

    I would like to request a feature enhancement for the chat interaction flow.

    Currently, the system requires the chatter to submit a message first before the next chatbot action or menu options appear. This creates additional steps for the user and impacts the overall customer experience—especially in scenarios where the initial message field is already removed, or when we only need minimal information such as first and last name.

    Requested Feature:

    Enable the chatbot to trigger the next action without requiring the chatter to send a message first.
    After the chatter submits the pre-chat form (e.g., first name and last name), the next bot response or options should automatically appear.

    Allow Next Bot Action Without Requiring Initial Message Submission

    I would like to request a feature enhancement for the chat interaction flow.

    Currently, the system requires the chatter to submit a message first before the next chatbot action or menu options appear. This creates additional steps for the user and impacts the overall customer experience—especially in scenarios where the initial message field is already removed, or when we only need minimal information such as first and last name.

    Requested Feature:

    Enable the chatbot to trigger the next action without requiring the chatter to send a message first.
    After the chatter… more

    6 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Planned  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

19. RingCX Agent voicemail greeting

    A feature that lets them set a voicemail greeting for RingCX Agent's voicemail.

    •  

    6 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

20. Recycling Leads / Nurture Campaigns

    Recycling Leads / Nurture Campaigns
    We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.

    For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.

    It is important to note that Do Not Call (DNC) should remain strictly reserved for true DNC scenarios, in alignment with federal compliance guidelines. We do not want DNC to become a catch-all disposition for leads we are simply not dialing at the moment.

    This type of functionality would greatly improve lead lifecycle management, compliance, and long-term revenue opportunities.

    Recycling Leads / Nurture Campaigns
    We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.

    For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.

    It is… more

    5 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating