212 results found
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Real time agent analytics for when they are engaged in a digital interaction
Have a real time report/widget that will show digital interactions connected to an agent
18 votes -
Last Called Agent (LCA) Functionality Required for Engage Messaging and Email Channel Types
We require the same “Last Called Agent” (LCA) capability for Engage Messaging and Email channels within Digital Queues as currently exists for Voice Queues. This will significantly improve customer experience by providing more efficient and personalised resolution to issues.
By reducing the need for clients to repeat information and details from previous interactions, this feature would potentially lower interaction durations. Furthermore, this capability is also essential in scenarios where agents receive commissions for successful sales, ensuring clients are routed back to the initial agent who provided consulting prior to the purchase of services or goods.
26 votes -
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…8 votesImplemented, in open beta. please reach out for activation
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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 -
Increased attachment size support for email channels | RingCX
We are requesting a feature to increase the attachment size limit for email channels beyond 10 MB.
Outlook/SMTP limit is between 20-25MB so I would expect that since we use Outlook to provision emails it would be the same.
I would like to send larger attachments to our clients/customers, as the current 10 MB limitation prevents us from attaching bigger files. This restriction is impacting our ability to send necessary documents, and we are requesting increased attachment size support for email channels.2 votes -
Continuous Notification Sound "Ding" in RingCX Chat
Expected Behavior & Explanation: Continuous Notification Sound in RingCX Chat
Upon opening the chat page, the notification “ding” will continue to play while the system is waiting for customer interaction.The sound will stop once the customer:
*Selects a chat option (e.g., requests a live agent), or
*Interacts with the chat interface (click/tap)This is expected behavior and is designed as a persistent alert to ensure the customer is aware of pending actions and to encourage engagement. It also helps mitigate cases where standard browser or device notifications may be missed.
Once interaction is detected, the notification sound automatically stops.…
2 votes -
Support Rich Text Formatting for Messaging Pre-chat Forms
Summary
Add support for rich text formatting in RingCX Messaging Pre-chat Forms, allowing administrators to apply different font styles to specific words or portions of text within field labels, descriptions, and informational messages.Current Behavior
In RingCX Admin > Channels > Messaging Pre-chat forms, any available formatting applies to the entire text element. Administrators cannot selectively format individual words or phrases (e.g., bold, italic, underline, different font sizes, or colors) within the same field or message.Requested Enhancement
Provide a rich text editor or HTML/Markdown support that allows administrators to:Bold, italicize, or underline selected text.
Apply different font sizes…1 vote -
Ringcx voicemail Email notification includes transcript of the voicemail
Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.
This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.
47 votesInteractions coming through the Queue voicemail channel provide transcripts now
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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
734-279-2221When 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…
22 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 -
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…
13 votes -
Edit Screen Name for Identities
After locking an identity, it would be advantageous to be able to edit the "Screen Name".
As of right now, "Screen name" is treated as an external identity value according to the channel.
This is posing an issue where the identity an interaction defaults to gets updated with a different name, therefore changing the name on the interaction multiple times. To prevent the identity from being updated, we can lock it. But then, there is no way to change the "Screen name" of the identity that it was most recently updated with.
We propose that this field be editable, especially…
1 vote -
Enhanced Email Suppression Management Controls and Visibility
Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.
We would like to request enhanced suppression management capabilities, including:
*Ability to disable or override suppression for specific recipients or campaigns.
*Configurable suppression policies based on business requirements.
*Automated notifications when recipients are added to the suppression list.
*Scheduled suppression list reviews and reporting.
*Self-service tools to view, manage, and remove suppressed recipients.
*Greater visibility into the specific reason and source of suppression.Business Impact:
Organizations may experience missed…1 vote -
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.
29 votes -
Force Log-out "Engage Digital On-Demand" users in Engage Digital
We are requesting admins to have the ability to force log-out "Engage Digital On-Demand" users.
1 vote -
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 -
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…
29 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.2 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
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