79 results found
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Hubspot embedded agent
Instead of Hubspot being an extension, work with hubspot to embed the agent console into the CRM
4 votes -
Integrations: RingCX for Zoho Embedded Agent, Digital Email having ability to expand either horizontally or vertically to see the full email
RingCX for Zoho Embedded Agent >Due to limited space, Digital Email seen in window is not large enough and cannot scroll to the edge of the email...Need the capability to scroll and see the full email either vertically or horizontally in some manner
3 votes -
RingCX | Zendesk Integration Refresh feature
The ability to keep the RingCX Embedded app logged in when refreshing just the Zendesk integration. Currently
3 votes -
Make Call Transcription Links Read-Only in Salesforce
Requesting a feature that allows RingSense AI transcription and summary links added to Salesforce cases via the RingCX integration to be stored in a read-only/uneditable field.
Business Need:
Currently, agents can modify or delete the transcription link in Salesforce, which may result in lost access to critical call recordings and AI-generated summaries. Ensuring the transcription link is immutable preserves data integrity and ensures that all team members can reliably access the original AI call records.Benefits:
Maintains consistent access to AI-generated transcriptions and summaries.
Prevents accidental deletion or modification by agents.
Supports compliance, audit, and quality assurance processes.
Ensures historical…
2 votes -
Ability to search for contact name in Outbounds SMS (CRMs)
Specific Request: Enable CRM Contact Search for Outbound SMS in RingCX for HubSpot Embedded Agent
Summary:
Allow RingCX agents to search and select contacts directly from the connected CRM (HubSpot) when sending outbound SMS messages via the Embedded Agent interface.Description:
Currently, RingCX agents must manually copy and paste contact numbers from the CRM (HubSpot) into the SMS field on the agent user interface. This process is time-consuming and increases the risk of human error.By enabling CRM contact search functionality within the outbound SMS interface, agents will be able to:
Search for and select contacts by name, email, or…
7 votes -
RingCX HubSpot Extension Ability to send SMS
While using the RingCX HubSpot extenstion you should be able to send SMS by hovering over the contact records phone number just like you can with the EX extension. You should also be able to send SMS through the workflows with the CX extension. It is inefficient to have agents go back and forth between EX and CX so they they can do SMS.
7 votesWe're excited to announce that we've listened to your feedback have rolled out a new update for the RingCX for HubSpot extension!
The Click to SMS feature is now available.
https://support.ringcentral.com/article-v2/Navigating-RingCX-for-HubSpot-as-a-user.html?brand=RingCentral&product=RingCX&language=en_US
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RCX/REX Zendesk parity
The integrated CX Zendesk application (and the CX browser application in general) was that the popup only appears inside of the Zendesk browser, it doesn’t appear as a new popup or window over all other windows. Our agents do work with two screens, however if they have a PDF attachment open, and our ERP on the other screen, Zendesk is not prominent and we might miss the popup alerting them of the call.
The application for EX pops a window up over all other windows, alerting the agent of the inbound call no matter how many windows they have open…
1 vote -
RingCX for servicenow
Pediatrics Associates Family of Companies' (UID#185248027, RCX#
31740001) ServiceNow developer's recommendation/request, after installing the RCX for SNow integration, would be for RC to expand upon their ServiceNow offering to allow for an ITSM-friendly approach for the many ServiceNow clients out there who are just leveraging ITSM and may not have CSM entitlements. I don't think it would take much heavy lifting aside from offering a system property within ServiceNow to indicate whether to leverage CSM or not to leverage CSM. Based on that flag, their softphone iframe can either display Case/Case Task or Interaction lookup capabilities. Also, instead of account,…3 votes -
SFDC to RingCX integration
Title: RCX to SFDC: Task isn't created when users are on call > it's created post-call automatically if the agents follow process and a proper Contact record is selected in the softphone panel.
Description: Problem is how it feeds back via the API, and if the contact record doesn't map to an account, the task never generates > If the agent selects the right one, then it will match
Must follow thru with phone panel via manual clicks and field selections > potentially leading to limitations with the API config and a hygiene issue simultaneously2 voteshttps://support.ringcentral.com/article-v2/using-auto-link-in-ringcx-for-salesforce.html?brand=RingCentral&product=RingCX&language=en_US
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Auto Populate Data From Pre Chat Form to Fields in Zoho CRM
Ability to populate Pre-Chat Form Data to Zoho CRM
Data to populate:
1. Name
2. Email Address
3. Phone Number1 vote -
RingCX API should expose agent statuses (availability and offhook state)
The RingCX API should expose agent statuses (such as availability and offhook state) in addition to supporting event subscriptions.
2 votes -
ringcx for salesforce queue name
- Additional details for the feature that you are requesting: Requesting the source Queue to be visible when a call is received in Salesforce
- What is your use case for this feature request? We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")
- What problem are you trying to solve or what problems does the current functionality cause? This is functionality that is available when using RingCX in the browser, but is not available in Salesforce.…
2 votes -
Embedded Agent Log Record to CRM
When a call is answered with the RingCX embedded agent, it can be configured to pop an interaction within Service Now. While the interaction is created and popped to the agent's screen, it is not written or saved to ServiceNow. An agent must manually click "Save" on the interaction record to get it written to Service Now. Our existing ACD product saves the interaction to Service Now automatically.
We're requesting a feature change so that once an interaction is created and popped by the RingCX embedded agent, that the interaction is saved/written to ServiceNow at the same time, automatically, and…
2 votes -
Ability to allow Litify objects to mapped on RCx SF embedded agent
We need the ability to screenpop Intake or Matter and have the ability to create call logs unto those objects as well
4 votes -
API Support for Retrieving Agent Availability and Offhook State Without Event Subscriptions
Request to add a new RingCX API endpoint that allows retrieval of agent availability and offhook state directly, without the need to use event subscription mechanisms. This feature would enable easier and more flexible integration for monitoring agent statuses in real-time.
2 votes -
Hubspot for RingCx - have an automatic call log created for call attempts
Hubspot for RingCx - have an automatic call log created for call attempts such as manual outbound or dialer calls that are not answered
2 votes -
Log Calls | RingCX For SalesForce
Ability to log calls into SF even if the call did not connect to agent/there's no answer. It doesn’t log an activity unless a disposition is chosen by the caller.
3 votes -
List Loader with Hubspot & RingCX
Similar to the Salesforce List Loader tool, it would be really helpful to have this for Hubspot to eliminate the need to build APIs to load leads into RingCX.
1 vote -
Option to see the number of calls are in queues and agents statistics
currently an agent cannot be logged into bot the Ringcx web app and the RingCX Salesforce integration. This means agents that use salesforce with the ringcx integration cannot see how many calls are in the ques they log in to or their agent stats. Please make that information available to the ringcx salesforce integration
7 votes -
Log Internal Calls | RingCX For SalesForce
Ability to log internal calls (calls made from RingCX for Salesforce to RingEX extensions)
The current CRM app only supports logging calls for external contacts, but not for the corporate directory (RingEX extension).2 votes
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