Transcriptions for voicemail email notifications in RingCX
Current Behavior:
When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.
Requested Enhancement:
Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.
This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.
Important Clarification:
This request is not related to the Queue Voicemail Channel feature.
The Queue Voicemail Channel routes voicemails to agents assigned to a digital channel, which is a different use case.
The requirement is to receive voicemail transcriptions in the company email inbox that currently receives voicemail notifications, not within the queue voicemail channel or agent workspace.
Business Value:
Improves accessibility and readability of voicemail messages
Reduces the need to download and listen to voicemail recordings
Aligns RingCX capabilities with existing RingEX functionality
Enhances customer experience and operational efficiency
Vanessa
shared this idea
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Chris
commented
Kirril V at Ring closed out the highly voted "Ringcx voicemail Email notification includes transcript of the voicemail" saying this was implemented. It is not implemented as described in here. Email recipients only get the URL to go listen to the recording.
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David
commented
This is critically important to workflows in a practice. And a huge issue since this doesn't currently exist. This should mimic the way things happen in EX. Especially since you also can't transfer a voicemail between CX over to EX. We get hundreds of messages in our CX system weekly so this is a huge issue. Please help to make this chagne asap.
Thank you
David