69 results found
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Configurable Auto-Resolve Settings for SMS Shared Inbox
Customer is requesting additional configuration options for SMS Shared Inbox conversation management.
Current behavior automatically moves SMS conversations to the “Resolved” folder after a certain period, which the customer reports is causing confusion and inconvenience for users managing ongoing conversations.
Requested enhancements:
Ability to disable automatic movement of SMS conversations to the “Resolved” folder.
Ability to configure or extend the auto-resolve interval before conversations are moved to the “Resolved” folder (e.g., allow longer retention periods such as weeks or months).Customer also noted that replying to a resolved conversation starts a new active thread while previous messages remain in the…
21 votes -
Enable Outlook GAL Search in RingCX Digital Email (To/CC/BCC/Forward Fields)
Business Need:
*Customers using RingCX Digital email interactions require the ability to search and select recipients directly from the Microsoft Outlook Global Address List (GAL) when composing, replying to, or forwarding emails.Current Behavior:
*The"Sync with RingEX Contacts" feature currently supports contact lookup only within the RingCX Integrated Softphone in SPOG for voice-related workflows. Users can search contacts and initiate or transfer calls using synchronized Outlook/GAL contact information. The feature does not provide GAL search capabilities within RingCX Digital email fields (To, CC, BCC, or Forward). As a result, agents must manually enter known email addresses. The upcoming release is…7 votes -
Native Mass Email Campaigns / Broadcasts
Description:
Currently, RingCX handles 1-to-1 email ticketing and interactions excellently, but it lacks the native ability to execute outbound mass email campaigns or broadcasts.Use Case:
Many of our customers frequently need to send mass announcements, policy updates, or marketing emails to large distribution lists directly from their contact center platform.Business Value:
Adding a native mass-email campaign feature within RingCX (Digital experience) would allow businesses to manage both inbound customer service and outbound mass communications in a single, unified platform. This provides a much smoother omnichannel experience and prevents customers from having to purchase and complexly integrate separate third-party…9 votes -
Ability to enable presence sync for call queues/groups vs individual users
Currently, presence sync can be enabled either for all users or individual users. For customers enabling presence sync for individual users, every new user will need to have presence sync enabled manually.
Having the ability to control sync for call queues/groups would both reduce the work required for enabling sync (there are less groups than there are users) and ensure future members of that call queue/group will have sync automatically enabled.
3 votes -
Add the Polish language (audio CALLBACK)
Add Polish to callback audio messages to enhance the experience for Polish-speaking users by improving message comprehension and the quality of the customer journey in a multilingual context.
4 votes -
export email
Currently, the RingCX platform does not provide agents with the ability to export emails, as messages are managed as digital interactions within the solution. This limitation prevents agents from preserving the original email along with its associated metadata (sender, recipients, attachments, headers, date and time sent, etc.), which may be required for customer follow-up, analysis, archiving, auditing, or compliance purposes.
We would therefore like to request the addition of an agent-level email export feature, allowing agents to export an email directly from the interaction. Ideally, the export should preserve the original message content and all available metadata, ensuring a faithful…
2 votes -
Pre-chat dropdown menu
The current setup for the pre-chat survey is insufficient for those with accessibility needs e.g. voiceover.
Currently, when you create a category dropdown menu the default selected is a blank box. When you hover over this, it says "please select an item in the list.". This wording should be within the box itself to help those with accessibility needs.
1 vote -
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 chat8 votes -
SMS Channel Token Lifecycle
The ability to extend the token expiration period beyond the standard system default would be highly beneficial, along with the option to completely disable the token refresh requirement for SMS channels. If disabling the refresh is not feasible, an alternative would be to allow whitelisting of our channel ID or client ID to enable a long-lived access token, helping prevent potential service interruptions.
4 votes -
RingCX Spell Check where can control dictionary and if errors alert agent before sending.
RingCX Spell Check where can control dictionary and if errors alert agent before sending.
5 votes -
Allow Agent Connect Message for SMS
Currently, Agent Connect Messages do not work for SMS. It would be nice to streamline that and have it also work for SMS so that agents do not have to copy and paste a reply when connecting with customers.
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
18 votes -
FEATURE REQUEST: Send vcard via SMS
Ability to send a vcard/contact card via SMS to customers prior to call allowing them to save a number and improve answer rates.
3 votes -
RingCX Email/Chat Channel to support for file formats: .ies .arc2 .dxf
RingCX Feature Request: Support for Additional File Formats in Email Channel
Title: Add Support for .ies, .arc2, and .dxf File Formats in the Email Channel
Summary
A customer is requesting the ability to upload and process additional file formats through the Email channel in RingCX. These formats are currently not supported under either the Strict or Relaxed attachment handling levels.
Requested formats:
.ies – Illuminating Engineering Society file (lighting data)
.arc2
.dxf – Drawing Exchange Format (CAD files)
Current Behavior
The email channel supports a defined set of file formats depending on the configured handling level:
Strict Level Allows:
Audio:…
6 votes -
Increased attachment size support for email channels | RingCX
We are requesting a feature to increase the attachment size limit for email channels beyond 10 MB.
Outlook/SMTP limit is between 20-25MB so I would expect that since we use Outlook to provision emails it would be the same.
I would like to send larger attachments to our clients/customers, as the current 10 MB limitation prevents us from attaching bigger files. This restriction is impacting our ability to send necessary documents, and we are requesting increased attachment size support for email channels.2 votes -
Continuous Notification Sound "Ding" in RingCX Chat
Expected Behavior & Explanation: Continuous Notification Sound in RingCX Chat
Upon opening the chat page, the notification “ding” will continue to play while the system is waiting for customer interaction.The sound will stop once the customer:
*Selects a chat option (e.g., requests a live agent), or
*Interacts with the chat interface (click/tap)This is expected behavior and is designed as a persistent alert to ensure the customer is aware of pending actions and to encourage engagement. It also helps mitigate cases where standard browser or device notifications may be missed.
Once interaction is detected, the notification sound automatically stops.…
2 votes -
Support Rich Text Formatting for Messaging Pre-chat Forms
Summary
Add support for rich text formatting in RingCX Messaging Pre-chat Forms, allowing administrators to apply different font styles to specific words or portions of text within field labels, descriptions, and informational messages.Current Behavior
In RingCX Admin > Channels > Messaging Pre-chat forms, any available formatting applies to the entire text element. Administrators cannot selectively format individual words or phrases (e.g., bold, italic, underline, different font sizes, or colors) within the same field or message.Requested Enhancement
Provide a rich text editor or HTML/Markdown support that allows administrators to:Bold, italicize, or underline selected text.
Apply different font sizes…1 vote -
Edit Screen Name for Identities
After locking an identity, it would be advantageous to be able to edit the "Screen Name".
As of right now, "Screen name" is treated as an external identity value according to the channel.
This is posing an issue where the identity an interaction defaults to gets updated with a different name, therefore changing the name on the interaction multiple times. To prevent the identity from being updated, we can lock it. But then, there is no way to change the "Screen name" of the identity that it was most recently updated with.
We propose that this field be editable, especially…
1 vote -
Enhanced Email Suppression Management Controls and Visibility
Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.
We would like to request enhanced suppression management capabilities, including:
*Ability to disable or override suppression for specific recipients or campaigns.
*Configurable suppression policies based on business requirements.
*Automated notifications when recipients are added to the suppression list.
*Scheduled suppression list reviews and reporting.
*Self-service tools to view, manage, and remove suppressed recipients.
*Greater visibility into the specific reason and source of suppression.Business Impact:
Organizations may experience missed…1 vote -
Force Log-out "Engage Digital On-Demand" users in Engage Digital
We are requesting admins to have the ability to force log-out "Engage Digital On-Demand" users.
1 vote
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