36 results found
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1:1 SMS per agent
Currently, RingCX supports SMS communication only through queue-based messaging, which does not allow representatives to send and receive SMS messages individually. This limits the ability of reps to engage in personalized, one-on-one SMS conversations with prospects and customers.
We request the addition of a feature that enables each agent to have their own SMS-enabled Direct Inward Dial (DID) number. This would allow reps to send and receive SMS messages individually, improving direct communication, customer engagement, and tracking at the agent level.
Key benefits of this feature would include:
- Enhanced personalization and customer experience through 1:1 messaging
- Clearer accountability…3 votes -
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 -
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 -
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 -
RingCX Digital chat_Disable the "ding sound/sound notification" on the customer's browser.
Disable the "ding sound/sound notification" on the customer's browser. Whenever the customer opens a new page, the customer keeps hearing the "ding sound". It creates unnecessary sounds with their customer.
2 votes -
Display Digital SMS ANI in RingCX Analytics Interaction Details
I’d like to submit a feature request for RingCX Analytics.
Currently, when reviewing Interaction Details for Digital SMS interactions, the ANI field displays as "N/A." For better visibility and reporting, it would be highly beneficial if the actual ANI (sending number) were displayed in this field.
This enhancement would help teams more effectively track and analyze SMS interactions, especially when handling multiple Digital SMS numbers.
1 vote -
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…
1 vote -
Show caller ID when Transferring Calls
The ability to show the name of the caller who initially made the call. Customer is having issues with the CallerID not updating when they are being transferred. She had called a user and the user transferred her to another user, but the CallerID still shows the original user who she had called and transferred the call away.
2 votes -
Option to Sort Old Messages/interactions at the Top
the client would like a feature to be added that allows users to sort message threads so that older interactions can appear at the top of the inbox in "All messages". This would be particularly helpful for:
-Quickly revisiting important past conversations without scrolling or searching.
-Managing long-term projects where older threads remain relevant.
1 vote -
Assigning the email interaction to a group instead of manually selecting agents.
Ability to assign the email interaction to a group instead of manually selecting agents. Right now, we can only assign email interaction manually to an agent, but there is no option to create a group to assign the email interaction instead.
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
1 vote -
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 -
Be able to delete emails or create a completed folder in RingCX
Be able to create a deleted or completed folder to move emails to so we can see whats still needing worked.
1 vote -
Squareup CRM Integration
Squareup CRM Integration
1 vote -
sms chatbot
SMS AI CHATBOT. Answer Questions, Help Book Appointments.
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 -
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 -
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
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