150 results found
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Ignored automatically status
Would like an additional query status of "ignored automatically" in the Inbox section of emails. This will allow us to separate out messages that were ignored manually by agents from the messages that were deemed ignored by marking as solved without a reply.
1 vote -
Enable Replying to Messages from 'All Messages' Tab
Allow agents to reply to customer messages directly from the 'All Messages' tab in the RingCX Agent interface, instead of navigating to the 'My Messages' tab.
1 vote -
Show the entire message and not strip away an email thread and only leave the newest message
This account would like to have the ability to view the entire email thread and not only leave the newest message.
3 votes -
RingCX custom report that includes actual message in digital email.
A custom report that provides data on how the agent responded to the digital email. Must include the actual message sent.
2 votes -
Viewing Agent Email Responses in RingCX
At this time, there’s no built-in functionality in RingCX to track or view the outbound email responses that agents send through the platform. This limits visibility and auditing capability for customer interactions via email. Customers looking for a way to monitor and review email correspondence between their agents and customers—similar to how call or chat transcripts are accessible. This would support QA, training, and ensure communication standards are met.
Please consider this feature for a future enhancement to RingCX’s reporting or interaction history tools. Ideally, this could include:
A searchable log of outbound email replies
The ability to view the…
1 vote -
RingCX: Option to turn off sound notification in RingCX Digital
Requesting for an option to mute the sound notification in RingCX Digital for both webversion and app
1 vote -
Chat Inactivity Timeout Settings
The chat feature will implement an inactivity timeout, triggering an auto-response message if the customer remains unresponsive or inactive within a set threshold. Similarly, this inactivity timeout can be applied to the agent side; reaching this threshold would impact the agent's performance metrics as per the Service Level Agreement (SLA).
11 votes -
Send another SMS to the same thread in RingCX.
To enable sending SMS messages to the same thread in RingCX, even if the recipient does not respond.
4 votes -
Agent Scripting in Digital Interactions
Have the agent scripting used in the ringCX voice also be applicable or usable for digital interactions such as email chat sms etc.
3 votes -
RCX | Ability to ping everyone for the chat feature on ringcx
The ability for the chat feature on ring cx, which is the feature on our website that allows customers to message back and forth directly with representatives.
They are curious if there is a way to make sure that when a message comes through, all users are pinged in a group rather than pinging the "next available agent"
2 votesThe idea is to distribute the interaction to an agent to provide a timely reply to the customer.
What would be the usecase of pinging several agents? How would they decide who takes it? wouldn't that distract agents from working on their own interactions?
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RingCX Chats are being forwarded to Ignored message.
The customer is requesting to have an option to configure the settings in RingCX channels. Chats are being forwarded to Ignored message. They are asking if we they can have an option to route the chats to New messages only.
2 votesImplemented.
Only messages that are ignored or auto-ignored will go to ignored messages
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Include Digital Teams in RingCX
Include Teams in RingCX Digital side as it is only available for Voice only.
We need to include this because there is a restrict function in DIGITAL > INBOXES to Restrict other teams in seeing the INBOX.
5 votes -
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 -
RingCX - Email Parking
We would like to have the ability to park emails. This feature do not exist at the moment.
1 vote -
Jump to Top and/or Bottom of the page for Emails/Chat/SMS in RingCX
Have a button for user to jump to Top and/or Bottom of the page for Emails/Chat/SMS in RingCX
2 votes
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