63 results found
-
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.
53 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…7 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.
11 votes -
Ability to limit digital interactions per channel and per user
Is there a way to limit digital interactions? The client would like the ability to set limits for each digital channel per user.
For example:
1 interaction for email
5 interactions for chat8 votes -
SMS Channel Token Lifecycle
The ability to extend the token expiration period beyond the standard system default would be highly beneficial, along with the option to completely disable the token refresh requirement for SMS channels. If disabling the refresh is not feasible, an alternative would be to allow whitelisting of our channel ID or client ID to enable a long-lived access token, helping prevent potential service interruptions.
4 votes -
RingCX Spell Check where can control dictionary and if errors alert agent before sending.
RingCX Spell Check where can control dictionary and if errors alert agent before sending.
5 votes -
FEATURE REQUEST: Send vcard via SMS
Ability to send a vcard/contact card via SMS to customers prior to call allowing them to save a number and improve answer rates.
3 votes -
RingCX Email/Chat Channel to support for file formats: .ies .arc2 .dxf
RingCX Feature Request: Support for Additional File Formats in Email Channel
Title: Add Support for .ies, .arc2, and .dxf File Formats in the Email Channel
Summary
A customer is requesting the ability to upload and process additional file formats through the Email channel in RingCX. These formats are currently not supported under either the Strict or Relaxed attachment handling levels.
Requested formats:
.ies – Illuminating Engineering Society file (lighting data)
.arc2
.dxf – Drawing Exchange Format (CAD files)
Current Behavior
The email channel supports a defined set of file formats depending on the configured handling level:
Strict Level Allows:
Audio:…
6 votes -
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 -
Chat invitation message criteria in in messaging targeting rules
add a condition criteria in messaging targeting rule for when the chat invitation message was declined
2 votes -
Configurable Notification Sounds for RingCX Engage Digital
Agents using RingCX Engage Digital currently have no control over the system notification sounds, leading to missed or inaudible alerts especially for high-priority events like new interactions or interaction updates. We propose introducing configurable sound notifications per user, similar to what is available in the RingCentral App (RingEX) for message alerts.
Proposed Functionality
Customizable Notification Profiles (Per Agent): Agents can choose from a preloaded list of sounds (chimes, beeps, alerts, etc.) for: New interaction; Interaction activity (e.g., customer reply, supervisor note); System alerts (e.g., disconnection, transfer, timeout).
Sound Settings Location: Accessible under Agent Settings > Notifications; Options to preview the…
10 votes -
Allow digital interaction notifications (email/chat) to queue in the background instead of blocking the screen
When a new digital interaction (email or chat) arrives, the current pop‑up takes over the entire interface and prevents the agent from continuing any active work until the notification is accepted or declined.
Instead of forcing the pop‑up to appear in the center of the screen and dimming the entire UI, provide a way for new digital interaction notifications to queue in the background. This would allow agents to continue whatever they’re working on without interruption, while still keeping the new interactions visible and accessible.
The value in adding this is it improves working efficiency, reduces interruptions, and aligns with…
2 votes -
Better visibility in reporting for when a customer disconnects from the chat interaction
Currently when a customer leaves a chat, the agent still has to end the chat and disposition. This inhibits the ability to provide client reporting or evidence this is not work avoidance behavior.
2 votes -
MMS
Enable RingCX users to send or receive MMS messages directly within the platform.
4 votes -
Disable phone number recognition
Disable phone number recognition.
Currently, the RingCX Email interface automatically injects a Telephone Icon and click-to-dial hyperlink onto all numerical strings in email replies. This behavior is overly aggressive and frequently misidentifies non-phone data (such as Reference IDs, SKU numbers, and currency) as dialable numbers.3 votes -
Option to remove "Escalate to video" button on Chat
There is currently no setting that can remove the option to "Escalate to video" for agents on chat. Please give us the option to toggle it on and off.
1 vote -
Provide AI Summary Webhook Endpoints for Digital Channels(Email, Chat, SMS)
Provide AI Summary endpoints or direct variables applicable for webhooks and API workflows for Digital Channels (Inbound and Outbound)
These endpoints should allow customers to programmatically retrieve AI-generated summaries in real time or near real time, independent of RCX Workflow-only implementations.
BenefitsDelivers on the originally communicated AI value proposition
Enables true omnichannel AI insights across voice and email
Supports deeper system integrations and automation use cases
Reduces dependency on workflow-only extraction methods
Improves customer satisfaction and trust in RingCX AI roadmapSupporting AI summary extraction across all major communication channels is critical to achieving feature parity, enabling scalable integrations,…
1 vote -
Agent Whisper
The ability for a bot or supervisor to put a message into a chat for only an agent to see.
Our main use case for this would be to put a conversation summary at the end of a bot conversation in a whisper that only the agent will see this allows us to use language/abbreviations the agent will be able to understand that the customer wouldn't.
This will also allow for supervisors to prompt or direct agents without directly interrupting them from the chat.
5 votes -
SMS delayed send
SMS Delayed Send allows users to compose a message and choose a specific date and time for it to be sent automatically, rather than delivering it instantly.
This feature gives teams more control, consistency, and professionalism in how they communicate—especially in time-sensitive or customer-facing operations.1 vote -
Ability to manage TikTok direct messages
TikTok shop is one of the largest selling centres of recent years. The ability to manage TikTok shop direct messages through an omnichannel platform is crucial. BPO's and large businesses with multiple shops would hugely benefit from the integration given the difficulty of managing through seller centre and having to login to each shop separately to manage and view SLA's/outstanding.
1 vote
- Don't see your idea?