Hello Summer,

After the much awaited wait, we are finally glad to introduce Whatsapp on Ryng 🎉!!!

We designed this from the ground up, so you get a truly integrated omni channel experience. Your business can now send and receive Whatsapp messages to customers in two different ways:

1. While on call: Send a template (pre-approved by Meta) to customers and with attachments while your agent is on call with the customer. These are called business-initiated messages.

2. Live Agent: Receive all incoming messages from customers to your official whatsapp number here. Chat back in free-form without being restricted to templates. Agents can see new chats & assign it to themselves.

Have an already existing Meta account? No problem, we can connect directly to it. Don’t have it? Fear not, we can help you get onboarded.

Reach out to your Ryng customer success manager or sales@askerbot.com to activate Whatsapp today!

Other Improvements

Dear Patron,

With this release we are breaking down the “On Call” status into refined statuses that give you a clear view on the exact state of your agent. Soon to follow we will be adding in metrics (indicated in green) to enhance your reporting.

• ringing-agent : when Ryng is ringing the agent or agent is yet to dial into the virtual number

• ringing-customer: when the customer phone is ringing

• talking: when both agent & customer has answered the call, and they are talking

• on-wrap: when a connected call is terminated and the call is not wrapped yet

These statuses are now made available to agents as well. See the image below for the new enhanced agent top-bar:

Launching soon…

We have been working on integrating Whatsapp into Ryng. Please reach out to sales@askerbot.com or your customer success manager, so we can get you started.

Other upgrades:

Hi,

As Ryng is evolving continuously, we find it important to upgrade our reporting baselines. With this release we are making a critical addition to our reports & data library. Meet Overall Status!

This allows admins, manager & analysts to understand what is happening with a call. Let’s look at the statuses:

1. Connected : The call was connected. Agent & Customer completed a conversation.

2. Abandoned : This status is only applicable for Pacing/Predictive dialing. It represents a call that has been abandoned/dropped because one other call got connected.

3. Agent Cancelled : This represents a state where the agent disconnected a call while it was ringing the customer, i.e before the call reached terminal status.

4. Non-connects: This represents a state when the agent stays on call, but none of the calls connected because of No-answer, Busy, Failed or any other status

5. Not Applicable: This means the call has been initiated but has not been disposed (connected/non-connected) yet. Please generate the report after some time.

Overall Status is only applicable for new calls - from 24th Feb 2023

If you are interested in more data, we have added in more layers of statuses:

1. Exotel Status (earlier called Overall Status) = Represents the status derived by the cloud telephony operator - Exotel

2. Cause Code = Represents the status reported by the cellphone tower. Find the definitions here

Impact on your metrics:

We are upgrading our Connectivity metric to reflect this. You are now able to view the true-connectivity of your queue, as it avoids abandoned & agent-cancelled calls.

Connectivity = [Connected Calls] / [Connected Calls + Non-Connected Calls]

How does this help?

• Each status has enables distinct actions, based on your business scenario:

  • If agent-cancelled is high → monitor & train your agents to stay on

  • If abandoned is high → reduce your pacing ratio

  • If non-connects are high → increase retries

Other Changes

At Ryng, we understand the importance of efficient and tailored communication solutions for your team. Our new WhatsApp routing logic feature enables you to effortlessly route specific responses to designated agents or administrators based on your unique configuration requirements.

These are the configurations we have available now.

1. Last assigned: allows the response to be routed to the user to whom it was last assigned.

2. Last messaged: routs the response to the user that messaged them last.

3. Specific User: lets you assign the response to any user of your choice.

4. No auto-assignment: This is the option to choose when there is no incentive for the response to be specifically assigned.  

🤖 AI is the hype these days, so why wouldn’t we jump on the bandwagon!!

Hearsay - our homegrown AI - core mission is not to take over the world, but it gives you actionable insights around your conversations. It will start by detecting languages spoken in your business conversations.

Start: Go to the Audit module and check the “Detected Languages”

🔰 You will notice an AI icon against insights from Hearsay

Other Changes

Happy New Year! 🥳

We are kicking off this year with some exciting news. We are adding a whole new Tool within Ryng called Forms. Admins and managers can configure new Forms, similar to Google Forms, Survey Monkey or Typeform and attach them to Queues/Campaigns. While on call, agents can then capture relevant data by filling out the forms. How cool is that! Read more by clicking the “Feature link” at the bottom.

Just head over to SETTINGS > Add-Ons to add your first Form!

Did you know?

💡 Agents can now send an pre-defined SMS while on call? Go to Settings > SMS to get started
💡 You can create sophisticated Churn Logics based on your business objectives? Go to Settings > Dial Settings > Churn Logic to get started
💡 Ryng can alert on Insights you when your Virtual Number gives lesser connectivity than a threshold you can set? Go to Settings > Tenant > Virtual Numbers > Edit to get started.

Updates