10 results found

1. To Have Start and End Time Attributes in RingCX for Salesforce

   We would like to request the addition of attributes in RingCX for Salesforce that capture both start and end times. This functionality would provide better tracking, reporting, and integration with workflows, ultimately improving visibility and efficiency for users.

   7 votes

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   Implemented  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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2. Salesforce for RingCX - allow login sessions to be kept active even when browser refresh so agents do not log out.

   Allow login sessions to be kept active even when browser refresh so agents do not log out.

   2 votes

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   Implemented  ·  AdminPaula (Group Product Manager, RingCentral) responded

   Release 25.4.2 (December)

   RingCX for Salesforce - Persistent Login Across Browser Refreshes:

   Agents using the integrated softphone will now remain logged into the adapter even after refreshing a browser page. This eliminates a major point of friction, prevents workflow interruptions, and provides a more stable and reliable user experience, especially for agents working in complex Salesforce environments.

3. 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:

   1. Search for and select contacts by name, email, or phone number.

   2. Automatically populate the phone number field based on the selected CRM contact.

   3. Streamline the workflow and improve agent productivity.

   4. Reduce manual data entry and potential mistakes.

   Proposed Functionality:

   1. Add a "Search Contact" field in the outbound SMS window.

   2. Integrate real-time search and filtering from the HubSpot CRM contact list.

   3. Auto-fill the phone number upon selecting a contact.

   4. Optionally display key contact details (e.g., name, phone number, company) to confirm identity.

   Benefits:

   1. Improved efficiency and accuracy for outbound SMS communications.

   2. Enhanced user experience for agents.

   3. Better alignment between RingCX and HubSpot CRM data.

   Use Case Example:
   An agent needs to send a quick follow-up SMS to a lead. Instead of switching tabs, finding the number in HubSpot, and copying it, they can simply search the contact within the SMS interface, select it, and send the message—seamlessly.

   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:

   1. Search for and select contacts by name, email, or… more

   •  

   7 votes

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4. 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.

   6 votes

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   Implemented  ·  AdminPaula (Group Product Manager, RingCentral) responded

   We'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

5. 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 simultaneously

   2 votes

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   Implemented  ·  AdminPaula (Group Product Manager, RingCentral) responded

   https://support.ringcentral.com/article-v2/using-auto-link-in-ringcx-for-salesforce.html?brand=RingCentral&product=RingCX&language=en_US

6. 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

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7. RingCx for Hubspot - ability to customize data mapping for the call log fields

   Have the ability to customize the data mapping within Hubspot call log fields.

   1 vote

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8. RingCX integration with Hubspot - include agent name in the call log

   With RingCX being integrated with CRM Hubspot. It would be better to include the agent's name in the call log so that there will be an audit trail who answered/picked up the call pertaining for that call log.

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9. Change State in PD

   Allow agents to change their state while they are in a pending disposition. Currently, they can't do this on the main home of the RC for SF integrated app. They must go into the 'call history' and change their state there.

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   Implemented  ·  AdminPaula (Group Product Manager, RingCentral) responded

   https://support.ringcentral.com/article-v2/Changing-your-agent-state-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US

10. RingCentral for SalesForce/RingCX improvement BYOT to provide Dynamic Voice Routing in SFDC

    The request is for BYOT to provide Dynamic Voice Routing w/in SFDC.

    2 votes

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    Implemented  ·  AdminPaula (Group Product Manager, RingCentral) responded

    https://support.ringcentral.com/article-v2/using-ringcx-for-service-cloud-voice.html?brand=RingCentral&product=RingCX&language=en_US