12 results found
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Remove/disable emojis and gif for RCx digital chat responses
Remove/disable emojis and gif for RCx digital chat responses
2 votesWhat is the interest of disabling emojis and gifs?
Why can't the agents be instructed to not use them?
Here's what exists already:
- With the new Agent roles, you can restrict the use of emojis
- With the new setting in the Engage Messaging channel in RCX, we can deactivate attachment sending for agents altogether
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delete channels in RingCX
Currently, we don't have an option to delete the channels in RingCX. Raising this feature request to have the ability to delete channels in RingCX.
1 voteThis has already been implemented in the new Channel manager (Beta)
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turn off chat during after hours
To have an option in queue events that will automatically turn off the chat during after hours.
1 vote- A queue event exists already that will stop routing and send back an automated messages
- In Messaging targeting rules there are conditions to show the chat or not based on time of day, day of week etc.
- We have also added "Show chat widget based on agent availability" currently in beta, available by request
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Disable the feature that automatically includes the email chain at the bottom of an Agent Reply email in RingCX.
To disable the feature that automatically includes the email chain at the bottom of an Agent Reply email in RingCX.
2 votes -
Engage Digital - Allow multiple routing strategies for different email channels
Currently the Engage Digital system requires all asynchronous routing channels to use the same routing strategy, we would like to be able to create alternate routing strategies with different time frames set for the routing steps and assign a subset of email channels\categories to that alternate strategy. This would allow us for example to have some email channels that have the reply step that attempts to route back to the same agent that sent the last response set at 1 hour and others set at 30 minutes.
15 votes -
html email signatures
Allow email sigatures to support html so company branding/style guidelines can be followed. Currently only text signatures are supported
1 voteHtml signatures are supported.
There's no html editor, you'd need to insert an html code directly
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Engage Digital - Add SSO Azure configuration similar to RC Office
To avoid having to manage another login we would like Engage Digital to be able to configured in a similar manner to the RingCentral Office portal to allow integration with Azure for Single Sign-On configuration. Previously told this was coming for Engage Digital in Q1 of 2023 from product management.
2 votes -
Add the ability to create structured messages directly via Admin UI (User Interface) within Engage Digital
Idea is to create and add structured message templates (Quick replies etc.) directly using Engage Digital UI at least for first message/OOO rather than having to leverage APIs.
7 votesRCX > Agent tools > Reply Assistant
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Delete conversation history from customer side
add a new option or button to delete chat history from customer side
7 votesRCX > Extensions > Data Purge
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TikTok connector for RingCX / RC Engage Digital
Many organizations have requested a connector between RC Engage Digital and TikTok.
10 votes -
Get rid of user greeting
I've never met anyone that used/wanted a user greeting. The problem with it is it is the first option you hear when going in to record your voicemail greeting and half the time the persone records their VM on their user greeting and then they think there phone is going straight to voicemail.
1 vote -
Ability to block an attachment in undetected phishing email
Some of phishing emails are not detected. For security reasons, it would be necessary to be able to block the attachment, to avoid a download by an agent if the email has been identiifed afterwards as phising.
1 vote
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