218 results found
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Outbound WhatsApp within RCX agent UI
As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.21 votes -
RingCX Digital Inbox Restricted to Roles
Issue: Previously, we have the ability to restrict "Inbox" per an agent type - Admin, Supervisor, Agent. However, now the new interface no longer allows us to do that. It was changed to "Team" but we do not have a team setting.
6 votes -
Google Chrome, Mozilla...context menu "Start call with RingCentral"
During my daily work, I noticed a potential improvement in the Google Chrome context menu that could significantly enhance our efficiency.
Currently, when right-clicking on a phone number in the browser, a context menu appears. It would be extremely helpful if this menu included an option such as:
➡️ "Start call with RingCentral"Objective:
This feature would allow users to initiate calls directly from the browser using RingCentral, eliminating the need to manually copy and paste numbers into the app. It would noticeably streamline workflows—especially in sales or customer service.Use Case Example:
When visiting websites such as car dealership…1 vote -
Change Text Queue List Visibility
Ability to turn off or on list of text queues for dispatchers.
1 vote -
RingCX - Email Parking
We would like to have the ability to park emails. This feature do not exist at the moment.
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.
3 votes -
RingCX Digital Channel's sender name
In RingCX Digital Channels's sender name, customers are using the variable {{first name}}{[last name}}.
This feature is working as expected. However, if they transfer an email from one channel to another, it is still recognizing the first and last name of the agent from the channel the email was initially assigned. The first and last name should recognize the name of the NEW agent assigned from the other channel.Please see example below.
The first screenshot shows the correct sender Toni. You would notice that her signature is also on the email she sent.
3 votes -
restrict permission to view digital Interaction.
customize the visibility of the message bar on a per-user basis
1 voteCan you please provide more information?
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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.
4 votes -
RingCX Emails should be coming in the queue in time order or in date
RingCX Emails should be coming in the queue in time order or in date
3 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
2 votes -
Report to distinguish if digital interactions were assisted via inbox or queue mode.
We are currently utilizing inbox and queue for handling digital interactions.
It would be better if we have a report to distinguish if how was the interaction was handled. is it via the queue or via the inbox mode since currently its difficult for us to track those interactions.
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.
2 votes -
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.
3 votesImplemented.
Only messages that are ignored or auto-ignored will go to ignored messages
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Squareup CRM Integration
Squareup CRM Integration
1 vote -
sms chatbot
SMS AI CHATBOT. Answer Questions, Help Book Appointments.
1 vote -
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 -
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.
4 votesReach out to your CSM or TAM to enable the feature on your account
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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.
2 votes -
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…
2 votes
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