159 results found
-
Email Digital Topology Routing Control
Overview:
Our current email digital topology system attempts to route incoming email threads to the agent who previously engaged with the customer. While this behavior supports continuity and customer experience, the underlying logic lacks transparency and configurability.Current Limitations:
-The system’s decision-making process for agent assignment is unclear.
-There is no administrative control over how long the system attempts to route to the original agent before reassigning.
This can lead to inefficiencies, especially when the original agent is unavailable, resulting in delayed responses or inconsistent customer experiences.Proposed Enhancement: Introduce a configurable routing control feature that allows administrators to:
-Set…3 votes -
Auto-Reply Email Handling in RingCX
Overview:
Currently, RingCX filters out auto-reply messages, such as out-of-office notifications and does not assign them through the platform. While this may reduce noise in some workflows, these messages are critical to our business operations, as they provide visibility into partner and internal availability.
Current Limitations:
-Auto-reply emails are not surfaced in the Digital Channels interface. > Auto-reply emails show in "All Messages" in the New status, but never assign to agents automatically in the "My messages" mode.
-Teams lack visibility into availability updates, which can lead to missed follow-ups or delayed responses.
-There is no option to configure how…3 votes -
Sending fax messages in RingCX
Customer would like to add the fax feature in RingCX.
14 votes -
Change the Pre-chat form title heading from H1 to a regular span, or a lower heading level such as H3 or H4
SEO (Search Engine Optimization) It's the practice of improving a website or online content so that it ranks higher in search engine results pages (SERPs), especially on Google. The goal is to increase organic (non-paid) traffic to a website.
The client's website has embedded RingCX Pre-chat forms for Chat Channels. Currently, the website contains two H1 tags, one of which is used for the "Chat with us" section (RingCX Pre-chat form title, which has been modified to a different name but remains associated with an H1 tag). This presents an SEO issue because having multiple H1 tags can confuse search…
9 votes -
Chats with no customer activity being routed to agents – Ideally, these should be reopened and returned to the queue instead of being direct
Currently, chats with no customer activity are being directly routed and assigned to agents. Ideally, these chats should be automatically reopened and returned to the general queue instead of being assigned to individual agents. This change would help ensure that agents are only assigned active or relevant chats, improving efficiency and customer experience.
Additionally, if chats closed by customers and then routed to agents is the expected behavior, this request aims to provide an alternative flow for organizations preferring a different process.
We recommend considering this feature for future updates to offer more flexible chat routing options.
4 votesNot clear. Define "no customer" activity
For the part about if chats are closed by customers, assuming that we're talking about Live Chat: if customer abandons chat, but leaves email or phonenumber, should this not reach an agent?
Are you proposing to remove abandoned chats from the queue?
-
"Accept" and "Accept and Go" do the same thing when no active Interaction
In Ring CX, the "Accept" and "Accept and Go" buttons function the same when the Agent has no interaction currently in My Messages. However, this is contrary to the user expected behaviour. The user clicks the button "Accept" when they want to only accept the Interaction when it is offered to them, rather than accepting the Interaction and being take to it. However, when you click the "Accept" button and you have no current Interaction in My Message, the system will both accept the message and take you to the message.
I purpose to amend the design to fall within…
5 votes -
1:1 SMS per agent
Currently, RingCX supports SMS communication only through queue-based messaging, which does not allow representatives to send and receive SMS messages individually. This limits the ability of reps to engage in personalized, one-on-one SMS conversations with prospects and customers.
We request the addition of a feature that enables each agent to have their own SMS-enabled Direct Inward Dial (DID) number. This would allow reps to send and receive SMS messages individually, improving direct communication, customer engagement, and tracking at the agent level.
Key benefits of this feature would include:
- Enhanced personalization and customer experience through 1:1 messaging
- Clearer accountability…4 votes -
The ability to add in auto answer for digital interactions to help agents become more efficient in their roles and less chats being missed
The ability to turn on auto answer for digital interactions to make agents work more efficiently and conversations to be allocated quicker meaning SLA's are not impacted by acceptance times.
7 votes -
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.
3 votes -
CONNECT EMAIL INTEGRATION TO OTHER FOLDERS/LABELS IN GMAIL
Currently, syncing Gmail labels is not supported for IMAP/SMTP channels. Only folder syncing is available at this time
12 votes -
Add priorities (ranks) to digital queues by agent similar to call queues
Add priorities (ranks) to digital queues by agent similar to call queues
6 votes -
Digital interactions handled from "All messages" inbox no longer remain in triage queue.
For many companies, multiple agents work across multiple channels often using "all messages" tab to complete queries inbetween tasks rather than setting as available.
Currently, even when a query has had a response through "all messages" it remains in the queue to be accepted through "my messages". If an agent assigns a conversation to themselves through "all messages" then responds, this should remove it from the queue.
It isn't productive to need to accept conversations through "my messages" which have already been responded to by another member of the team.
2 votes -
Ability to reduce the auto-lock of conversations that have had no response from 4 days to required number.
Ability to reduce the auto-lock of conversations that have had no response from 4 days to required number.
Allowing conversations to stay open for 4 days does not work for businesses that use automation to resolve customer issues if the customer does not go to the end of the flow and leaves the conversation to later come back and restart. E.g. a customer contacts today regarding delivery and is advised that they need to allow 2 working days using AI. Customer comes back in 2 working days to query a missing item/damaged item and is greeted with the same conversation,…
4 votes -
Easier Contact Centre Management Solution
Adding thread ID into reports within analytics, particularly the "Interactions details report" or alternatively, a way to search for UII conversations within the agent/supervisor interface. This way, supervisors/managers can look further into where conversations have been rejected/acceptance timed out and manage the call centre more efficiently providing additional feedback to their agents.
13 votes -
Ability to disable File Upload Feature in RingCX Digital Chat
Requesting an option or ability to disable the file upload feature in RingCX Digital Chat, as it poses significant security risks such as malware, spyware, and numerous other threats.
10 votesAdded Engage Messaging channel settings:
- Allow web visitors to send attachments
- Allow agents to send attachments
-
RingCX digital report showing which page the customer initiated the digital chat from
Currently, when a customer initiates a digital chat from a website, there is no straightforward way within RingCX Digital analytics to identify the specific webpage URL they were on.
The use case has been generated by a customer that has circa 2-million digital interactions a month spread across multiple websites and multiple pages.
This lack of data creates a blind spot and the account cannot correlate chat volume with specific website and web pages. This hinders their ability to optimize their website, measure marketing campaign effectiveness, provide the most efficient customer support and more importantly they cannot provide reports to…
6 votes -
Ability to delete multiple messages in digital queues
There should be an ability to filter and delete in mass specific messages in queues.
Right now, when a queue is hit with spam, one has to select each message one by one and either ignore or recategorize them.
9 votes -
ability to Adjust the delay associated with the "auto-answer" behavior for agents handling email interactions within the RingCX product.
Once an agent is identified as available, the system sends a new email within approximately 2 seconds. We are exploring the possibility of adjusting this delay to 5 or 7 seconds.
5 votesNot clear, provide precise details and problem statement
-
Engage Digital - Email Channel Automatic Identity Update
We have shared email addresses that we have a subset of customers utilize that lead to a channel in Engage Digital and the Engage Digital system will seemingly randomly update the identity in the system associated with the reply\sender address to show either a random customer company name or information from spam message that come into the channel instead of keeping the name of the channel as the associated identity. This can lead to confusion with our agent population of which customer they are servicing or sometimes show information that is no related to the customers at all. We opened…
1 vote -
increase the maximum character counts for ringcx SMS
Request to increase the maximum character count for RingCX SMS.
4 votesIt is hidden under the beta flag and is about to be GAed. Please, reach out to me kirill.v.valov@ringcentral.com to enable the feature on your account
.png){kind=link}
- Don't see your idea?