Feature Area: RingCX CRM Integration – Salesforce Embedded Agent
Request Type: Product Enhancement
Requested Enhancement: Support Inbox Mode and display Digital Information sections for interactions handled through Inbox mode.

1. Feature Request Summary

Request support for Inbox mode within RingCX CRM integrations, specifically the Salesforce Embedded Agent.

Currently, the Salesforce Embedded Agent only supports interactions delivered through queues. Interactions handled through Inbox mode are not supported, resulting in the Digital Information sections being unavailable in the Salesforce Embedded Agent.

We are requesting an enhancement that allows agents to access and manage Inbox-based interactions directly through the Salesforce Embedded Agent, including the associated Digital Information sections.

1. Current Behavior

According to the Product Team, Inbox mode is currently not supported in CRM integrations. Only interactions delivered through queues are supported.

As a result:

Inbox-based interactions are not supported within the Salesforce Embedded Agent.

The Digital Information sections associated with these interactions are not available in the embedded interface.

Agents may need to access the native RingCX interface to work with functionality that is unavailable through the CRM integration.

1. Expected Behavior

Enhance the Salesforce Embedded Agent to support Inbox mode in addition to queue-based interactions.

The proposed functionality should allow:

Agents to access and handle interactions assigned through Inbox mode.

Digital Information sections to be displayed within the Salesforce Embedded Agent.

Agents to access the relevant interaction information without having to switch between Salesforce and the native RingCX interface.

Existing queue-based interaction functionality to remain unchanged.

1. Business Impact

Supporting Inbox mode in Salesforce would provide a more consistent agent experience across the RingCX platform and CRM integration.

Potential benefits include:

Improved agent workflow by reducing the need to switch between applications.

Better visibility of digital interaction information within Salesforce.

More consistent functionality between the native RingCX interface and the Salesforce Embedded Agent.

Improved productivity for organizations that use Inbox mode as part of their interaction-handling workflow.