63 results found
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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 -
Folder mode SMS dispositioning
In our environment, the folder mode works better for our SMS outreach than do traditional digital queues. When our technical rep showed us folder mode, it was a revelation and resolved nearly all of our issues with Digital queues, but it was unfortunate to have to give up the dispositioning. That said, adding disposition capability to the 'Solve' button in SMS folder mode would be a significant improvement for our workflows and would really be the last step in making this platform the perfect tool for our SMS outreach.
3 votes -
Option to Prevent Agents from Declining Digital Interactions in RingCX
Feature Request:
Add a configurable setting in RingCX Admin that allows administrators to prevent agents from declining messages from digital interactions (e.g., chat, messaging channels).Use Case:
Currently, agents have the ability to decline incoming digital interactions. In some operational environments, this can lead to delays in customer responses or uneven workload distribution. Administrators may prefer to enforce automatic acceptance or routing of these interactions once they are assigned to an agent.Requested Capability:
Introduce an admin-level setting that enables administrators to:Disable the ability for agents to decline digital interactions.
Ensure assigned digital messages must be accepted or automatically…1 vote -
Summarize Messages: Have a Date Range and option to summarize all
Summarize Messages: Have a Date Range and option to summarize all.
Right now it only sumarrize those unread message.
Would like us to have the option to sumarize message by Date range , and option to summarize All.1 vote -
Ability to resync the Email Channel option.
The customer is requesting for the ability to resync the Email Channel option.
1 vote -
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 -
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…
2 votes -
Native End-to-End Email Encryption (S/MIME / PGP) for RingCX
This feature request is being formally submitted on behalf of our client who is currently utilizing the RingCX Email Channel for customer communications.
The client has raised concerns regarding the ability to encrypt emails containing sensitive information. While RingCX supports SSL/TLS encryption for IMAP/SMTP connections (encryption in transit), there is currently no built-in support for end-to-end email encryption methods such as S/MIME or PGP.
At present:
SSL/TLS can be enabled by default for IMAP/SMTP connections.
Additional security configurations depend on the customer’s email server.
End-to-end encryption (S/MIME, PGP) is not supported within RingCX.
Message-level encryption is considered outside the scope…
1 vote -
Enhancement of the Live Chat interface to indicate when a major incident is in progress
Would it be possible to add a colored banner at the top of the chat window to indicate a major incident?
This feature would allow users to be immediately informed of any incident as soon as they open the chat. Additionally, the banner’s color and content should be customizable according to each client’s specifications.1 vote -
TO HAVE THE ABILITY TO TRANSFER CALLS USING DESK PHONES
IT WOULD BE HELPFUL TO HAVE THE ABILITY TO TRANSFER CALLS USING DESK PHONES
2 votes -
Show caller ID when Transferring Calls
The ability to show the name of the caller who initially made the call. Customer is having issues with the CallerID not updating when they are being transferred. She had called a user and the user transferred her to another user, but the CallerID still shows the original user who she had called and transferred the call away.
6 votes -
Display Digital SMS ANI in RingCX Analytics Interaction Details
I’d like to submit a feature request for RingCX Analytics.
Currently, when reviewing Interaction Details for Digital SMS interactions, the ANI field displays as "N/A." For better visibility and reporting, it would be highly beneficial if the actual ANI (sending number) were displayed in this field.
This enhancement would help teams more effectively track and analyze SMS interactions, especially when handling multiple Digital SMS numbers.
3 votes -
would like digital interactions to prompt the agent only after they finish the call, not while the call is in progress
While on a call, a pop-up for a new digital interaction shows up and takes them away from their current screen. This is distracting for both the agent and the customer.
4 votes -
Canned response in initial outbound email/SMS
Initiate an email or SMS with canned responses (same as reply assistant template) available to shorten the time spent on initiating new messages.
1 vote -
Integrated Messaging Within the Dialer
Currently, agents must leave the dialer to send SMS messages, navigate to a separate section, and manually copy-paste phone numbers, disrupting workflow and reducing efficiency.
This feature request proposes integrating SMS and other digital communications directly within the dialer interface, allowing agents to:
Send messages without leaving the dialer.
Maintain context on the lead or customer they are engaging with.
Reduce time spent switching between screens, improving productivity and user experience.The goal is to streamline agent workflows, minimize errors, and enhance communication efficiency within the RingCentral platform.
1 vote -
Be able to delete emails or create a completed folder in RingCX
Be able to create a deleted or completed folder to move emails to so we can see whats still needing worked.
2 votes
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