Engage Digital | Ask an Expert in Routing mode

Last updated on January 23, 2022
If you have the corresponding permission, you can easily consult with an Engage Digital expert to address difficult customer concerns. In addition to the permission, to use this feature, your company’s Engage Digital domain needs to be associated with a RingCentral account ID, and you must have access to that account.
To use this feature, follow these steps:
  1. Navigate to Routing mode via the left-hand navigation bar.
  2. Hover over the customer message with which you need help. 
  3. Click on the More icon that appears. Click Ask an Expert.
  4. Select the name of the expert you need to contact in the Ask an Expert window.
  5. Enter your question in the window. Be as specific and as brief as possible. You are limited to 300 characters.
  6. Check Share message history to send a transcript of your conversation with the customer along with your question. This will copy up to the previous 20 messages in the conversation. (optional).
  7. Delete any messages in the message history that are not related to your question if you did step 6. You will not be able to do step 8 if there are more than 1500 characters in the message history. (optional)
  8. Click Send.
  9. Check the RingCentral app to view the expert’s reply.
Ask an expert window
The shared message history has the following limitations:
  • If the shared message history is longer than 1500 characters, you need to manually edit the history to meet that character limit, otherwise the Send button will be greyed out and you will not be able to click it.
  • If there are 20 or fewer messages in the conversation, all of the messages will be copied. The system can also copy only the customer’s messages if there are no agent replies in the conversation.
  • Customer and agent names are replaced with Customer and Agent respectively.
  • A temporary link for each attachment in the conversation, if there are any, will be included in the history. Each link is valid for one week.
  • Structured messages will only be partially copied:
    • Quick reply: Only the body of the message will be copied.
    • Rich link: Only the URL will be copied.
    • Template: Only the title will be copied.
    • Carousel: Only the title of the first item in the carousel will be copied.
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