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AI Assistant, AIR, & RingSense

Ask your questions about RingEX AI Assistant, AI Receptionist, and RingSense!

  • 21 Questions
  • 54 Replies
21 Questions
S
smoralesNew Participant
asked in AI Assistant, AIR, & RingSense
Keywords in AI Notes

Hello,  Can you tell me if RC AI Notes can be programmed to detect keywords that would then prompt an end user to pause the conversation, so we are compliant per PCI DDS (Payment Card Industry Data Security Standard)? 

655
Mary-Community_Moderator
Community Manager
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thanapoomNew Participant
asked in AI Assistant, AIR, & RingSense
How to set up AI receptionist to answer calls only if no one picks up?

how to set up AI receptionist to answer calls only if no one picks up?

1058
Mary-Community_Moderator
Community Manager
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ApexMassageNew Participant
posted in AI Assistant, AIR, & RingSense
AI Failed to Send SMS

Hello, I had an AI interaction where it failed to send info via SMS. Everything is activated and tested before and worked. Why did it fail here?Apollo (Main) | 08/09/2025 9:55 AMHello, and thanks for calling Apex Recovery Massage in Millcreek. My names Apollo and I will be your AI Receptionist today. As a reminder, this call may be recorded for quality and training purposes. To get started, select your preferred language. Please say ‘English’ or ‘Spanish’ to continue. (909) -* | 08/09/2025 9:55 AMEnglish. Apollo (Main) | 08/09/2025 9:55 AMGreat! How can I assist you today? (909) -* | 08/09/2025 9:55 AMCouncil membership. Apollo (Main) | 08/09/2025 9:55 AMJust a moment, please. Apollo (Main) | 08/09/2025 9:56 AMWe offer various membership options, including Gold and Diamond memberships, which are popular for their value. Memberships can be paused or canceled anytime without fees, but you must call, text, or email to cancel. Points remain valid for 12 months after cancellation. Would you

221
Mary-Community_Moderator
Community Manager
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EFreeNew Participant
asked in AI Assistant, AIR, & RingSense
Is anyone using the AI Receptionist knowledge hub?

When I did my onboarding, I was told that there were "no rules" (or guidance) for what info can/should be entered into a CSV file to upload to the knowledge hub but even after 2 weeks the AI is not able to correctly respond to information I’ve uploaded to the knowledge hub.

2468
Mary-Community_Moderator
Community Manager
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pl_intechNew Participant
asked in AI Assistant, AIR, & RingSense
AI Assistant Questions

We would like to use AI Assistant to help us take notes and transcriptions of technical support calls, but have some concerns about security.Where are the AI Assistant Notes/Transcriptions physically stored? Are they encrypted at rest there? In the event we would need them for technical or legal reason is it possible to retrieve them even when the person who held the conversation is not available or is not directly involved?i.e. our lawyer needs to review

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anthony-giganteNew Participant
asked in AI Assistant, AIR, & RingSense
AI Assistant Security Questions

Hello Community and Product Management for AI Notes: Please help me with questions from my Security Team:1.) How long are the AI Notes retained? 2.) Is there encryption? HTTPS3.) Is any Meta Data Stored in the browser around the Notes?4.) Can HR see the Notes without the user's permission?5.) Where are the notes retained?6.)   Do we have a white paper on the subject?

2435
A
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jaiprakashNew Participant
asked in AI Assistant, AIR, & RingSense
AI notes admin access

is there any way that admin can access call transcript and notes in admin portal for all calls. 

641
BeckyH
Community Manager
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danadentalbuyerNew Participant
asked in AI Assistant, AIR, & RingSense
How can I Turn off Audio Notifications on AI Notes

Is there a way to turn off the audio notification that AI is taking notes? Thank you!

21859
J
Community Manager
BHiggins
BHigginsNew Participant
asked in AI Assistant, AIR, & RingSense
Moving AI Summary and Transcriptions to a Customer Management System

We noticed recently that RingCentral AI assistant can transcribe and summarizes calls. Is there a way to those summaries into our Customer Relationship Management system? Steps/ Workarounds attempted:(According to talking to tech/dev support and personal tests with APIs) AI assistant data cannot be accessed via API which means any movement would be extremely manual.   RingSense (including at additional cost) has a very limited integration currently only containing a handful of Microsoft products none of which are a CRM.  RingSense API (beta) cannot be used on RingCentral’s media URLs because the RingSense API can only be used on “publicly accessible url.” This could be used if we moved our RingCentral media URL’s to a publicly accessible URL but then it would mean that all our call data would be publicly accessible. Do you know how we can get call summarizes into a CRM? 

570
BHiggins
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myobgynKnown Participant
posted in AI Assistant, AIR, & RingSense
AI Receptionist Knowledge Base Uses and Limitations?

Want to get my receptionist in production. What would help for all of us:A sandbox to test what we’re building, not at the individual stage level, but in basically a production level sandbox.    The 500 character “prompt” (ie, company description) is way too short. It also may be better used as a traditional system prompt rather than an faq generating action (“You are a helpful knowledgeable and kind assistant for company XYZ… Always use {variables}. Never say {variable}. Do not insert stock phrases like “would you like me to transfer you to X”. Trying to build a capable assistant not a switchboard.    Please provide more information on the knowledge base usage, and how the AI references it.  we can create (some of us have this handy) our own faq; can the knowledge base contain instructions on bot behavior…tone/temperature etc? (More than the options for the default voice and style)? Will growing knowledge bases create significant latency in the AI response? are .md or .xml files usabl

1231
BeckyH
Community Manager
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MikalNew Participant
asked in AI Assistant, AIR, & RingSense
what's the sign up link for the AI receptionst beta?

NT

531
BeckyH
Community Manager
Q
QuocNew Participant
asked in AI Assistant, AIR, & RingSense
Opt out of AI voicemail transcription

With RingCentral now using AI for voicemail transcription, is there an option to opt out of using this feature? Thanks   

310
Q
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mattxendooNew Participant
asked in AI Assistant, AIR, & RingSense
Can we search all calls transcripts for keywords?

Looking for a way to gather important information on sales calls discussing where the prospect found us and other marketing info and would like to search all the transcripts from those calls. Should be an easy task, but I don’t see a way to do that.Ideally we would be able to search the patterns of discussions, looking for objections, as to why we won or lost deals. 

1468
ByrneReese
Community Manager
X
Xima SoftwareNew Participant
asked in AI Assistant, AIR, & RingSense
Who is our Account Manager

I’m trying to find out who our account manager is. Can you kindly help? I tired sending an email to CommunitySupport@ringcentral.com to ask and it was returned undeliverable.  I’m looking to see what AI assistant features you provide and get pricing for it. 

981
Mary-Community_Moderator
Community Manager
D
dcolantuonoNew Participant
asked in AI Assistant, AIR, & RingSense
Ringsense for EX

We just purchased RingSense for EX, but I’m not finding much documentation around how to assign a manager to be able to view the related metrics/transcripts/scorecards and etc - most of the docs seem to be geared toward the CX RingSense tool. After I add the license to the users, how to I enable their manager to view the details for their individual staff?  is the only way to create a team within RingEX?  If we create a team, can all members of the team review each others RingSense info, or just the manager.

1203
BeckyH
Community Manager
J
joe-11New Participant
asked in AI Assistant, AIR, & RingSense
AI Assistant

When we turn on AI Notes, a voice prompt is triggered. However, if I add a third party to the lineDo the AI Notes remain engaged? Or do they need to be turned on again If the AI Note remain engaged, does the Added caller hear the “AI is taking notes” prompt? 

560
J
T
ThomasBAGPNew Participant
asked in AI Assistant, AIR, & RingSense
Ring AI Assistant

Hello everyone.I work at an Auto Glass shop and my specific department relies HEAVILY on merged calls (3-way, our staff, our customer and an insurance agent). We already have an issue in which we as supervisors are unable to utilize the coaching, barge and whisper features once a call is merged and now the AI assistant seems to fail during a merged call. We are able to utilize during the initial call which is helpful in some ways, but once we conference it doesn’t work. Has anyone experienced this? Also, although some of our agents use the desktop app we do have some that use their desk phone which from what I can tell, the AI assistant is of no use, but does this depend on the way the calls are merged (desktop app vs desk phone?)I hope this makes sense and thank you ahead of time for any replies.

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T
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Elliott329577026New Participant
asked in AI Assistant, AIR, & RingSense
Transcript question for RingSense users

I have a question for any users of RingSense. When you bring up the main screen (Interactions) and have the list of calls, can you click on a call and see the transcript for that call? I know you can search for calls and access the transcripts that way, but I have been getting very mixed messages from RingCentral about the ability to see a transcript for a call without doing a search first.Any feedback would be appreciated. Thanks.

710
E
P
polivkajNew Participant
asked in AI Assistant, AIR, & RingSense
AI summary for voice memos

I would like to use the AI summary for voice memos that I have recorded, not just for calls with another person. How do I access this feature?

130
P
R
rossonomousKnown Participant
asked in AI Assistant, AIR, & RingSense
Tracking calls where AI assistant has been used

With the new AI features, we’d like to track when they have/haven’t been used on calls.Are there plans for this information to be tracked into logs/analytics at some point?Thanks

440
R
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AB.esapcoNew Participant
asked in AI Assistant, AIR, & RingSense
Using RingSense AI with Contact Center (NICE's InContact)

Hello, I’m new here, and we are still working on implementation for RingEx, RingCentral Contact Center (NICE's InContact), along with RingSense AI.  Anyone currently using RingSense with the same Contact Center?  Looking at the current training courses, they all seem to be towards using RingSense with RingCX. I’d love feedback on how your experience so far is with using these 2 products together.

1143
A

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