Shared SMS were multiple users can receive and send SMS on specific number
Allow text messages sent to the same company number that the call queue is answering to be answered by any user in that call queue. Allow them to send messages from the company number and have a unified spot so that multiple users can respond. As our CSRs go off and on shift they should be able to pick up a text thread with a customer.
Update March 2024: This feature has been delayed. Current estimated timeline is Q4 2024.
Planned for Q2 2024.
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Shared inboxes for SMS can be accessed through the Beetexting add-on, as this feature is not available natively in our apps. For more information or to request a demo, please reach out to your account manager or support team.
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Stephen commented
Any update on this?
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Andrew commented
Please provide a clear and accurate timeline for the implementation of shared SMS inboxes. It's disappointing that smaller VoIP competitors can offer this essential feature, while RC continues to delay its delivery.
Suggesting a third-party plugin with added costs as a workaround is not an acceptable solution for our service team. A shared SMS inbox function should be a standard, included feature.
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JEREMY commented
This feature has been continuously delayed for multiple quarters. All I have heard from RingCentral is that it will be available next quarter or in the next two quarters. If you look around, you will find that this pattern started as far back as 2022.
I opened my account in August 2023 and have repeatedly asked about this feature. Each time, I was told it would roll out next quarter, but that hasn't happened. It's extremely frustrating to hear the same tactic for delay over and over.
I have noticed that there is a plugin with this feature available, but it costs the same extra money as subscribing to one line of RingCentral per USER, which undermines RingCentral's cost-effectiveness. It's disappointing when sales representatives assure you that everything will be in place when you subscribe, but then fail to deliver.
I hope you can provide a clear and specific timeline for when this feature will be available without additional costs.
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Michael commented
This HAS to be implemented for us. Our service team work as a group and not being able to maintain a unified inbox essentially kills our entire work flow. will need to leave ring central in the next month or two if this isn't implemented.
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Nathan commented
Just wanted to post a workaround we are using for now. All of our phone/call queue agents are logged in on the app/Salesforce widget taking calls from the queue, but in the browser, they are logged into the main company line so they can all respond to texts. It's definitely not ideal, we desperately need the agents to be added to an SMS queue so that we can have the texts logged and assigned in Salesforce.
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Murat commented
SMS -
Example: If my customer texting to my company number, or any number I created for my company only one user can see this message. It's a problem, because a lot of customers texting to our phone numbers from where they received a calls. And only one user can see, I can see, and every time if its important information I need to forward this message. I want to give access to users to see and send messages to this customer. And also get easy access to personal(extension) numbers if my sales team communicate with customers. At this time need to do a lot of job to check sms.Please give access, open it to everyone give access to see and send messages to any number.
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George commented
Since this has been delayed for the final quarter of the year I would assume it's been worked on, I'm also interested in potential Alpha/Beta access in order to test it and provide feedback.
I would appreciate it if we get in touch regarding whether that's an option.
Thank you!
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Don Marshall commented
Any update and is there a Beta version availible?
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Jimmy commented
I really hope RingCentral rolls out this feature out this would make Ringcentral the best platform look how many votes it has
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Matt commented
Re: Native Business Texting w/ Shared Inbox
What is the latest on this feature?
We were told it was going to be completed by Q2or Q3 of this year. Please advise. -
Brigette commented
Enabling the call queue extension to receive SMS from the main number in RingCentral means that not only can people call your business, but they can also send text messages. This makes it easier for customers to reach you in a way that's convenient for them. All these messages, whether calls or texts, go to the same place, so your team can manage them all together. It's like having a single inbox for all your customer messages, which helps your team stay organized and respond quickly.
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Candace commented
This would be very beneficial. It would also be nice for this to be an updated feature sooner rather than later at the plannend Q2 2024.
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United Window commented
Allow multiple users to have the operating extension instead of just one user.I need my office administrators to be able to recieve incoming calls and texts BUT still have their own unique username for team messaging.
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United Window commented
Please fix this ASAP! I have suggested this since I switched to RC in 2020. I do not want my receptionist to have to log into my account anymore in order to respond to text messages from customers. Please move this up to URGENT!
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Sanne commented
My company has a need for outside users (non Ring Central numbers) to text a common number as a "help" line to speak with a team member. The problem I have is I need this to be setup similar to a shared inbox. Meaning, a text comes in, a number of defined team members see it, first available responds. I would like the response to come from the "help line" number, not the individual number of the tech who responded.Is this possible?
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Dunham commented
We need: We need to be able to have one line that we can add group members to where they can Shared SMS where multiple users can receive and send to customers, but it appears to show up from the same shared main number from within the group. - with a list of comments that change color when addressed down the left or right side.
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Kassandra Nunez commented
This feature is a must for streamlining responses to the main number texts. Currently all my users need access to admin account for access to read and respond to customer text messages. VERY FRUSTRATING! Any update on when this feature will be released?
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Main main Jordan commented
- cx wants a call queue to be able to send a receive text and sms will be distributed to members
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Casey commented
This suggestion has been proposes since October of 2020. Per RC this suggestions along with other similar merged suggestions have been in the "planned" stage for many months. What is the proposed timeframe for this enhancement? Not having this feature is a detriment to our business and customers. As other have stated this a simple and standard feature for other VOIP services, that I may need to consider moving to.