RingCentral Engage Digital’s Service Description

Last updated : July 11, 2019



Collected content – Source connector capabilities:

– Social Connectors:

– Facebook Page (graphAPI): Visitor – block/unblock Status – Reply, Delete, Edit, Publish/unpublish (if visitor status) Links – Reply, Delete, Publish/unpublish (if visitor link) Photos – Reply, Delete, Publish/unpublish (if visitor photo) Videos – Reply, Delete, Publish/unpublish (if visitor video) Messages – Private reply Comments – Reply, Delete, Publish/unpublish (if visitor comment), Edit, Like, Unlike Visitor Comment on Dark posts/ Unpublished posts/ Promotable posts – Reply, Delete, Publish/unpublish, Edit, Like, Unlike

– Twitter Account: Tweets – Reply, Private reply, Delete, Like, Retweet Private Tweets – Reply, Private Reply, Delete

– Google+ Account: Comments – Reply, Delete, Edit (if admin comment) Activities – Reply, Delete, Edit (if admin activity), Close thread

– Youtube Channel: Videos – Delete, Publish/unpublish, Edit Comments – Reply, Delete, Publish/unpublish, Edit (if admin comment)

– Instagram Page: Images – Reply, Delete, Like/unlike Videos – Reply, Like/unlike Comments – Reply, Delete, Like/unlike

– Mobile Connectors:

– RingCentral Engage Mobile (In-App Messaging SDK) Messages – Reply

– Messaging Connectors:

– Facebook Messenger: Messages – Reply Structured Messages – Reply

– WeChat: Messages – Reply

– SMS Number (Nexmo-enabled): Messages – Reply, Forward

– Mail Connectors:

– RingCentralEngage Mail (IMAP Account): Messages – Reply, Forward Webforms – Parse, Reply, Forward

– Web Chat Connectors:

– RingCentral Engage Chat: Messages – Reply

– Communities Connectors:

– RingCentral Engage Communities: Questions – Reply, Private reply, Delete, Publish/unpublish, Edit Answers – Reply, Private reply, Delete, Publish/unpublish, Edit, Mark as best answer Private Messages – Reply, Private reply Ideas – Reply, Private reply, Delete, Publish/unpublish, Edit Comments – Reply, Private reply, Delete, Publish/unpublish, Edit

– Lithium Community: Posts – Reply, Private reply, Publish/unpublish, Close thread, Mark as best answer Messages – Reply, Private reply Abuse Reports – Reply, Private reply, Publish/unpublish

– Oracle Rightnow Support Community: Posts – Reply, Private reply Comments: Reply, Private reply, Delete, Edit

– Insided Community Platform

– External forums (Tapatalk-enabled): Posts – Reply, Private reply Messages – Reply, Private reply Conversations – Reply, Private reply


User experience

– Easy integration on any website through Javascript tag

– One and done integration

– Compatible with tag management tools

– Overlay pop-ins and chat windows do not need website code modification

– Rich dialog

– Support of links and attached documents in chat window

– Drag and drop of images/files

– Secure communication

– HTTPS between chat window and RingCentral Engage Digital platform

– Presence management

– Chat is only offered if agents are available

– Automatic switch to web form if no availability or off business hours

– Support of multiple domains

Interface Customization

– Chat window, messages, button and invitations can be edited in back-office (no website impact)

– Direct access to HTML and CSS code to change display

– Multiple languages supported through Javascript tag

Custom variables

– Any HTML DOM object value can be made available to RingCentral Engage Digital platform as custom variables

– Examples

– Search keywords

– Cart amount

– Product discount

– User screenname

– Custom variables can also be set in Javascript tag

Identity integration

– Register some information about the user

– Through Javascript tag (unsigned or JWT-signed identity)

– These data are then sent to the RingCentral Engage Digital platform and used to fill customer data

Agent information

– Agent can see text written by the user before it is send, to anticipate answer

– Agent can identify website location, customer context (visit, custom variables) and chat motives

– Agent can see what behavioral targeting rule was triggered

Behavioral targeting rules

– Rules can be defined by admin from back-office (no website impact)

– Following conditions can trigger actions:

– Chat window opened

– Chat window shown

– Anonymous/ logged user

– Day of week

– Time of day

– Page path or URL

– Page title

– Page visits

– Page visit duration

– Website visits

– Website visit duration

– Custom variables

– Conditions can apply to:

– Current page

– Previous pages (up to an history of 5)

– First page

– Any page

– Triggered actions:

– Show chat button

– Show invitation to chat

– Minimize chat window

– Open chat window

– Show automatic message

– Hide previously displayed chat items (buttons, invitations)

– Categorize thread

– Set language

– Triggers can be activated:

– Always

– Once per visit

– As the last one


Content Classification:

– Manual

– Agents can categorize threads, messages or cases

– Agents can re-categorize misqualified content

– Supervisors can also change content priority

– Automated

– Machine learning algorithm can learn and reproduce agents’ behavior and automatically classify threads based on classification scheme

– Matching rules can categorize and/or prioritize content based on characteristics (keyword, author, metadata, …)

– Open classification scheme

– Multiple category groups (skill, motive, language, …)

– Sub-categories are supported

– Optional and mandatory categories

– Pre-qualification and post-qualification

– Filter noise

– Automatic archiving of un-actionable messages in public threads

Incoming messages distribution:

– Manual

– Supervisors can assign messages to a specific agent

– Automated distribution is based on a combination of:

– Match between content and agent categories (skill, motive, language, …)

– Agent availability (presence, maximum number of ongoing engagements)

– Agent team

– Service level enforcement

– Content priority ranking

– Agent previous engagements (new messages in a thread are preferably send to same agent)

Outgoing messages distribution:

– Supervisor approval

– Optional or mandatory supervisor approval

– Message assigned to supervisor for validation before publishing

Prioritization / SLA

– Messages have a score depending on priorities

– Messages will be queued and distributed accordingly (task mode)

– Priorities can be configured

– At the source connector level

– In the business rules engine

– Each source connector has a default priority

– Messages part of a case can have their priority boosted

– Messages that were transferred can have their priority boosted

– SLA management

– SLAs can be assigned to each source connected (ex: 1 hour on Twitter)

– Priority score increases as time elapses

– If SLA expires, choice of new priority (full, half, base)


Workflow and business rules provide admins with a way to adapt distribution policy to company organization.


– Message statuses

– New

– Ignored

– Assigned

– Agent message (publish)

– Agent reply

– Replied

– Case statuses

– Opened

– Closed

– Same agent: engine will preferably distribute new message in a thread to the last agent that replied

– Supervisor approval: replies of chosen agents will be distributed to supervisor for approval

– Custom workflow: admins can define a custom distribution workflow based on categories

Business rules

– Messages can be modified based on matching criteria:

– Text

– Category

– External category

– Status (see above)

– Type (public/ private)

– Author identity tag (VIP, ….)

– Author Klout Score

– Review Rating

– Identity email

– Detected sentiment

– Custom variable

– Available modifications:

– Archive

– Categorize message

– Categorize thread

– Update priority (lower/higher)


Guiding principles

– Hide channel complexity to the agent so he can focus on resolving customer need regardless of the channel

– Simple and consistent layout across channels to minimize training needs

– Operational efficiency at scale: Zero inbox/ Get things done/ Push distribution mode

– Granularity at thread and/or message level

Supported browsers

– Desktop

– last 3 versions of Safari, Chrome

– Internet Explorer 9, 10, 11

– Mobile

– last 3 versions of Safari, Chrome

Pull/ Team inbox mode

– 3 panes: folders, threads, thread messages

– folders pane

– folders organization and content are defined by admin at team and role level

– support for subfolders

– folder content is defined as a filter on collected content (query pseudo-language)

– “saved search” folders

– number of pending messages displayed

– threads pane

– unified display of multiple source threads (email, social, messaging, etc.)

– threads sorted by timestamp of last collected message (anti-chronological)

– initial author avatar and id

– extract of first message

– classification of thread

– source logo

– icon of currently engaged agents

– timestamp of last collected message in thread

– messages pane

– messages sorted by time stamp of first collected messages (chronological)

– public and private messages integration

– private messages are identified with specific presentation

– “one to one” option to filter out messages from other users than currently handled

– author avatar and id, number of opened cases by author

– message content (text, images, videos, voice clips)

– timestamp of message

– detected language

– classification of message (if different from thread categories)

– status of message (new, assigned, replied, …)

– handling agent

– contextual, direct access to common actions (ignore, engage, defer, reply, close, recategorize, …)

– drop down menu for source specific actions (refer to connector capabilities)

– user information pop-up window

– content: refer to task mode user information pane

Push/ Task mode

– 3 panes: tasks, user interaction, user information

– tasks pane:

– newly distributed task (graphical and sound effect notification)

– list of ongoing tasks

– actions: accept, transfer, defer, close

– color code for user/agent pending

– user interaction pane

– content: similar to Inbox mode messages pane

– user information pane

– user context tab, displaying user id and activity on the managed source/channel

– merged identities tab, displaying the other digital identities associated with the current user

– interaction history tab, displaying the digital interactions associated with cases of the current user

– message history tab, displaying the messages authored by one of the current user digital identities

– merge identities tab, displaying possibly matching identities and allowing identity merge

– application SDK tabs, displaying third-party application data, for example CRM profile extracted from CRM app

– agent availability choice, enabling the agent to declare his presence/availability for handling message queues


Reply types

– Public reply (on public channels like social media)

– Private reply

– Text replies

– HTML replies (on channels supporting HTML)

– Attachments (on channels supporting attachments)

– Email HTML templates

Reply identities

– Disconnection between agent login and reply identity

– Agent can use any controlled identity on source

– Signatures

– Automatic insertion of agent own signature at end of reply

Response assistant

– Knowledge base of canned responses

– Per category

– Per source connector

– File attachments support

– Automatic filtering of matching canned responses on message category/source

– Auto-completion when agent write answer

– Manual search

– Suggested replies based on machine-learning algorithm

– Spell and grammar checker

– English, Spanish and French


– Display of number of open cases for this user

– Leave and display note for team members on ongoing cases

– Request supervisor approval

– Message level (manual)

– Role level (automatic)

– Supervisor assistance

– Control of agent screen

– Real time guidance through notes

– Transfer

– Agent can transfer to another agent through recategorization or reassignment


Customer digital profile

– Identity merge

– Matching profile suggested to agent

– Agent can associate channel ID to customer digital profile

– Conflict resolution screen to select merged items

– One merged, all customer interactions are aggregated into this single digital profile

– Customer profile fields

– First Name, Last Name, Gender, Email, Phone number, Notes

– Custom fields can be added to populate profile and apply business rules

– Customer interactions history

– On all connected channels (when identities are merged)

– Profile tags

– Customers can be tagged as VIP, influencers, etc

– Tags can be used in business rules

– CRM profile synchronization-

– Search for matching CRM profile based on collected data (with CRM integration)

– Agent can synchronize customer profile with CRM profile if a match is found

CRM integration

– Proven integrations with

– Salesforce.com Service Cloud

– Microsoft Dynamics CRM

– Light integration: display in CRM profile

– Customer digital IDs (Twitter ID, Facebook ID, MS-ISDN, email…)

– Customer digital interactions

– Customer digital conversations

– Full integration: creation of objects in CRM profile

– Customer digital IDs

– Customer digital cases

Data security

– Automatic scheduled purge of sensitive information


Agent management

– Agent account creation/ modification

– Choice of role, team, seniority, interface language, known languages, timezone

– Message categories handled

– Channels handled, with permissions (read, reply, publish, delete)

– Controlled Identities used on each permitted channel

– Signature on each permitted channel

– Choice of email and task notifications for various events

– Collaboration

– Agent can ask supervisor to validate reply, on demand

– Supervisor can set-up automatic validation workflow

– Supervisor can leave real time notes for guidance

Activity monitoring

– Real time monitoring

– Activity backlog (unread messages, opened cases)

– Traffic volume (forecasted, received, operated messages)

– Number of opened and closed cases

– Closed cases per hour, replies per hour, replies per case, contact rate

– Average first response time

– First contact resolution rate

– Service level vs objective

– Tasks monitoring

– Awaiting tasks

– Created tasks

– Completed tasks

– Undelivered tasks

– Agents monitoring

– Presence time

– Queue availability

– Current tasks pending time

– Awaiting tasks

– Completed tasks

– Average task duration

– Missed tasks

– Active involvement

– Task reassignment

– Visualization and control of agent screen

– Reporting

– Actions on messages (replies, archives, transfers)

– Actions on cases (opening, closings, cancellations, reopenings)

– Actions on tasks (missed, accepted, deferred, closed, transferred, expired)

– Activity time (available, busy, unoccupied, away)


Flow analytics

– Collected messages

– Messages by source connector

– Threads by source connector

– Messages by category

– Messages by privacy (public, private)

– Messages by type

– Messages by hour of day

– Messages by day of month

– Messages by language

– Web chat sessions by trigger

Activity tracking

– Message handling

– Messages by status

– Messages by author type (agents, customers)

– Actions on messages (replies, archives, transfers)

– Actions on cases (opening, closings, cancellations, re-openings)

– Actions on tasks (missed, accepted, deferred, closed, transferred, expired)

– Agent activity

– Activity calendar (hours per day)

– Activity calendar

– Activity breakout by channel group

Quality of Service

– First contact resolution (FCR) rate

– Reopening rate

– Client satisfaction

– Contact rate

– Average response time

– Average handling time (AHT)

– Service Level: delay breakout (%openings, %replies, %closings)

Machine Learning

– Filtering performance

– Classification performance


– All analytics can be filtered by

Source connector

– Message category

– Agent team

– Agent

– Period (Day, Week, Month)

– Business hours


Agent management

– Single Sign On through SAML

– Set-up roles and permissions

– Set-up agent teams

– Set-up agent characteristics

– Choice of role, team, seniority, interface language, known languages, timezone

– Message categories handled

– Channels handled, with permissions (read, reply, publish, delete)

– Controlled Identities used on each permitted channel

– Signature on each permitted channel

– Choice of email and task notifications for various events

Message management

– Set-up categories

– Category groups

– Subcategories

– Mandatory/ optional

– Pre-qualification / Post-qualification

– Set-up team folders

– Subfolders

– Set-up notifications

– Set-up customer communities

– Set-up source connectors

– Set-up post-closing surveys

– Sending delay

– Selected sources, teams

– Survey ID

– Set-up reply assistant

– Import knowledge base

– Set-up canned response groups

– Add canned response per source

– Add canned response variations per source

– Set-up channel groups

– Set-up max capabilities

– Set-up escalation steps when message can’t be handled by selected team

– Timeouts on distribution policy

– Set-up presence statuses

– Set-up agent capabilities

– Number of simultaneous conversations handled

Data management

– Journal of events

– Filter by type, team, agent

– Export files (agents, notifications, permissions, categories, identities, cases, canned responses, messages, threads, presence, roles, sources)

– Automated exports on FTP server


– Automatic scheduled purge of sensitive information

– IP filtering: white list of @IP range

– Password expiration delay

– Password complexity policy (length, mandatory type of characters)

– Password recovery disabling

– Password resetting under supervisor control

– Choice of session timeout

– Management of API access tokens

– Full SSL network encryption



– Create, Read, Update, Delete capabilities on selected objects

– Objects

– Communities

– Sources

– Roles

– Categories

– Identity tags

– Teams

– Users

– Permissions on sources

– Identities

– Identity groups

– Author profile custom fields

– Messages

– Threads

– Events

– Cases

– Case comments

– Agent statuses

– Webhooks

– Timesheets

– Channel groups

– Settings

– Locales

– Timezones

– Presence statuses

Webhook API

– Enable reception of objects by registered third party app when specific event occurs

– Object: Cases

– Event: assigned

– Event: cancelled

– Event: closed

– Event: deferred

– Event: opened

– Event: reopened

– Event: updated

– Event: reassigned

– Event: reactivated

– Event: recategorized

– Object: Tasks

– Event: assigned

– Event: completed

– Event: expired

– Event: resumed

– Event: assigned by supervisor

– Event: taken by agent

– Event: transferred

– Object: Agents (task mode)

– Event: accept task

– Event: load change

– Event: connected

– Event: disconnected

– Event: reconnected

– Event: request task

– Object: MessagesEvent: approved

– Event: thread initiated

– Event: published

– Event: collected

– Event: replied

– Event: updated

Source SDK

– Provides a way for third party developers to create their own R/W source connector

– Supported objects:

– Messages

– Private messages

– Threads

– Authors

Application SDK

– Provides a way to customize UI behaviors by a third party developer using Javascript and data APIs

– Examples: Call to CRM app (SFDC, MSD, …), call to ESN app (Slack,…)


Data retention

RingCentral Engage Digital stores conversation messages and attachment files during a rolling period of 2 years, based on the message creation date.

Messages (and their attachments) that are more than 2 years old are automatically destroyed.

API calls

APIs are provided gratuitously for “fair use”. Excessive use will result in either:

– Blocking of calling app

– Billing of excess calls fee based on applicable price