159 results found
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Multichannel Campaign Orchestration Module (WhatsApp, SMS, Email)
Description:
We request the development of a multichannel campaign orchestration module integrated with the RingCX agentless dialer. This module should allow the setup of automated notification strategies across digital channels such as WhatsApp, SMS, and Email, based on contact engagement and response status.Use Case (Voice + Digital):
A customer is contacted via an outbound voice call. If the call is not answered, a WhatsApp message is automatically sent. If there is still no response, a follow-up SMS or Email is delivered after a configurable time delay.Use Case (Digital-Only Campaigns):
Some campaigns may be designed to operate exclusively over…3 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 chat1 vote -
Efficiency in Searching and Retrieving Customer Correspondence
Current Setup:
- Only a single basic search bar and limited filter options are available
- No status indicators (read/unread, responded/unresponded) at-a-glance
- No quick summary or icons to show assignment or engagement status unless each message is clicked individuallyRequest:
- Easily search email content by name, order number, or keywords
- Filter messages by response status (read/unread, new/engaged)
- Allow shift-based filtering (e.g., emails received from midnight–10 AM)3 votesRead/Unread by customer or agent?
For agent: in a collaborative settings, just opening the email, doesn't mean much, the point is to be assigned on the email.
For responded/unresponded: status_in: New or Replied
please provide more details what and why is needed for searching, what objective it achieves.
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Maintaining Cohesive Threads with Individual Customers
Current Setup:
- A 12-month thread inclusion is set up, however, new threads are still generated upon recontact
- Conversations are being stored in separate threads, creating a fragmented customer historyRequest:
- True conversation threading based on customer email address or ticket ID
- Ensure replies from customers within a set period are appended to the original thread regardless of closed status
- Reopened conversations (e.g. customer replies after closure) should rejoin the original thread, not create a new one3 votesIf the following options are checked:
- Threading heuristics
- Common ancestors threading
Then replies to the same thread should be aggregated to the same thread and conversation will be reopened
Please provide examples (thread id) if this is not the case
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Flexibility in Assigning and Managing Email Communications
Current Setup:
- No role-based restriction available for view-only access to digital queues
- Email Assignment via automatic routing or manual assignment by SupervisorsRequest:
- Viewing permissions and view email communications without being assigned or able to respond
- Visibility into email threads by all agents without compromising interaction ownership
- Auto-assignment by time-slot or agent shift3 votesWe currently have a very permissive system, where all agents can view and act on all channels.
Are you asking for the ability to simply leave the visibility, but remove the ability to engage (change ownership) or reply to the customers from the All messages mode for all channels?
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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…
2 votes -
RingCX Outbound SMS -- Cannot see messages until they are replied to
When sending an outbound SMS via RingCX, there is no record the message was sent, history, conversion, etc. until the other party replies. This makes it very hard to keep track of who you have messaged.
6 votes -
Digital Condition - From/CC/To Fields
There is no condition for Digital contacts to check who the message is From, who was CC, or who the message is To (if outgoing). There exists a Digital Condition for Content, such as searching the Message Body or Message Subject, but not other details of the message. This condition would need to accept wildcards, as so that you could search for domains rather than a specific email address.
2 votesWe've recently added an Email search keyword, which supports both TO for outbound and From for inbound
For more advanced features for From, To, CC with operator like Contains we have the Rules engine in Admin, which allows to categorize or ignore content according to a partial match in the email address.
Do you need to extend this partial match to the search in "My messages" or can the Rules Engine be sufficient for your use cases?
Please provide more detailed examples to your usage and desired search options.
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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 -
Transfer Digital Interactions with automatic recategorization
Whenever an agent transfers the digital interaction to another queue, the category does not automatically change with the associated queue. Therefore, if a customer replies to the thread, the interaction is routed back to the last assigned queue instead of the transferred queue.
Use Case:
1. The customer selects the incorrect queue (Customer Service).
2. Customer Service transfers the interaction to the Sales queue.
3. The Sales agent ends the conversation.
4. The customer replies to the same thread.
5. The interaction is routed back to Customer Service.Desired Behavior: The interaction should be routed back to the Sales queue…
7 votes -
TO HAVE THE ABILITY TO TRANSFER CALLS USING DESK PHONES
IT WOULD BE HELPFUL TO HAVE THE ABILITY TO TRANSFER CALLS USING DESK PHONES
1 vote -
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
2 votes -
RingCX Chat Channel_Option to transfer chat directly to the agent
RingCX Chat Channel_Option to transfer chat directly to the agent
The customer is requesting the following options: When they reply to an email initiated by an agent, the response should be routed directly back to that agent. Alternatively, they would like the ability to manually transfer the email to the agent who originally contacted them."2 votesPlease provide additional info and use cases.
- Automatic assignment to agent? (Last Agent Routing)
- Direct transfer by Supervisor or from another agent already working on the interaction?
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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 -
Prioritization of the Chat and Mail channels
Currently on digital channels (Chat and Mail) we have no possibility to prioritize them
This has a strong impact on our service level respects, as digital channels are not prioritized at the SLA level, whereas currently, with no possibility to set priorities on these channels, a chat can be prioritized on a call and therefore degrade our ability to pick up in time.
prioritizing calls will improve our SLA’s5 votesIs the question about prioritizing chat vs email? or digital channels vs voice calls? please describe in detail
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Supervisor having the ability to Transfer the interactions under supervisor Dashboard
Under the Supervisor menu, chats cannot be transferred to a specific agent in a way that notifies the agent via the "My Messages" section.
Desired Behavior:
When a chat is reassigned to a specific agent via the Supervisor menu, the system should generate a notification under the agent’s "My Messages" to inform them that the chat has been routed to them.4 votesWe're actively studying this idea. Please provide some detailed examples where the supervisor must decide to transfer a chat manually to a specific agent.
- in a normal busy day, wouldn't most agent's capacities be already at the max
- if queues and queue rules are properly configured, wouldn't that remove any need of manual intervention? If not please provide examples
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Manually assign queued emails
To be capable of manually assigning queued emails to agents.
3 votesWe're actively researching this feature. Can you please provide more detail of why this is so important?
What problems does this solve that a good routing system that was properly configured cannot?
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Agent to Agent Transfers in SMS and Engaged Digital Messaging
Currently, the only option to transfer an SMS is to reroute to the queue group itself. It would be nice if there was an option for companies to allow agent-to-agent transfers. Our team consists of 8 employees, and rather than reroute a customer looking to speak with a specific agent digitally back to the skill group, it would be nice to be able to transfer directly to the agent to wait. Then the next time this agent would be available, they would be prompted to interact via SMS or Engaged Digital (email).
20 votes -
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 -
SMS Alert Tone In RingCX
We would like to have an audible notification or push notification when receiving messages from SMS queue in RingCX. This would be helpful for us to manage our company SMS within RingCX.
3 votes
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