37 results found
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Ability to forward SMS from the RingEx platform to the RingCX platform
Ability to forward SMS from the RingEx platform to the RingCX platform
1 vote -
Email Notification with details
IP address, store location (customer) and display chat transcripts for all the chat interaction will be send to the clients email address. Since this is the current set-up of the customer.
1 vote -
The ability to look up a contact card based off the criteria on their contact card. IE; search all contacts under a specific company.
The ability to look up a contact card based off the criteria on their contact card. IE; search all contacts under a specific company.
1 vote -
Revert to previous text message layout with visible previous message chain when initiating a new text
Suggest reverting to the previous text message layout where the entire message chain is visible when starting a new text. This feature made it easier to reference past conversations and continue discussions without losing context. Bringing it back would improve efficiency and enhance the user experience.
1 vote -
Missed Message Alert Customization
Currently in RingCX, when agents miss accepting a new message, they receive a pop up that says "A pending message timed out before you were able to accept. You will not be presented new messages unless you confirm that you can take them." There are two options that the agent can select from, either "No new messages" or "Accept new messages". We understand why that pop-up and options are necessary but it would be nice if there were some customizable options for this feature. It may be helpful to remove that message entirely because if an agent is actively looking…
1 vote -
RingCX - Messaging Targeting Rules to Detect Digital Queue Business Hours
At the moment, we need to set a fixed time in the Messaging Targeting Rules. We would like to have the ability to set a rule that detects the business hours including the business hours override.
1 vote -
Ability to Export/Import on the email template, or a restore point.
The email template was recently messed up the spacing after a fix was rolled out. It would be better if there's a restore point for any changes on the email template, or an Import and Export option for the business to have a backup of the original email templates, in case it was messed up the body of the template, they can easily place it back to the original one, especially for those businesses who have a lot of email templates, since it is not easy to correct it one by one.
3 votes -
1 vote
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Remove the option for a customer to print off the chat history
Removing the ability to let the customer save or print the chat queues from RingCX.
1 vote -
signature
Make it possible for auto signature to belong to channel, so that agent can have several different auto signatures depending on channel.
RC case 23529016
1 vote -
Restrict my agents from seeing the "New messages" inbox
Restrict my agents from seeing the "New messages" inbox
- I need your help in restricting my other agents from seeing the "New messages" inbox. See attached screenshot
- We only want agents who are assigned to chat to see chat messages. No specific other reason than that
- We want to pick which team members can access the messages.
1 vote -
Quick Reply button on Automatic Messages
Impliment ability to output quick reply button on chat channels for automatic message - it is already implimented in the smart close flow where a user can click 'Yes' or 'No' post chat
https://developers.facebook.com/docs/messenger-platform/send-messages/quick-replies/
1 vote -
custom reports in engage digital
Ability to create custom reports to recreate certain reports with added data
1 vote -
Add Email template Tags for Customer Name, and notes to be automatically included in email templates
When creating an email template or automation, there is no available "tag" for call notes, customer name, or disposition type. So when sending a disposition email it has to be typed manually.
It would be great to include those as an available tag to save the agent time of having to type the same info multiple times when sending a disposition email with notes from the call.
2 votes -
Improvements to Messaging visual library configuration
For Messaging visual library, the page would be much easier if there was a visual tool to configure the components. Attached is an example of how CXone are doing this
The boxes for code would also be much more usable if you could expand them as even the default code involves sideways scrolling, making for a high effort experience
1 vote -
Engage Digital Analytics Designer Email Channel - both # of Interactions and SLA on one report
We have tried to use the Analytics Designer within Engage Digital to create a report that displays both the amount of interactions\emails for a specific timeline for an email channel as well as the SLA information for that channel over that time frame. The system is not able to do so and requires us to run two separate reports and manually combine them. RC Support case for this issue in the past is 16850422
3 votes -
Engage Digital - Add search tag to allow searching of hidden historical information "..." within an email
Currently Engage Digital's search feature does not locate information within an email thread if it is hidden behind the historical truncation feature that is applied when an email is imported into the system ("...") . The search feature fails to find anything that may be truncated. Would like to add a search tag to cause the system to also include the hidden information in an email to be able to locate a thread based on information being hidden by the system.
1 vote
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