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.
-
Jhoanna Valenzuela commented
If the user extension 1 is not available, they wanted to forward the SMS to another user extension for example extension 2. So that extension 2 will be the one who will reply to the sender of the SMS when extension 1 is not in the office. Just like able to forward calls and voicemails to another user.
-
Athula commented
unfortunately, we still can't add a company phone number for texting. This is really frustrating
-
Mike commented
Would also like to add that it would be incredibly helpful (and likely draw MORE people into the RingCentral App space) if the multi-user SMS threads had much of the functionality the native 'Message' tab has. I realize you can't integrate reminders, etc with SMS recipients. But the ability to do things like assign notes, tasks, meetings, etc to an SMS thread would be SO helpful. Right now it's so hard to track what SMS threads have been 'handled' - you try not to read one until you can handle it so you know 'unread' means to do. It seems like you could take a subset of the functionality that already exists for the Messages chats and allow them to be used in the SMS space. Again - understanding the SMS recipient isn't going to see all that - it would be local to the RC users - but being able to utilize the whole right panel Pinned/Files/Images/Task/Links/Notes would be incredible. Even better - why not make SMS threads an extension of messages - that way you can easily assign which RC users are allowed to read and respond to an SMS thread - along with all the RC Messages stuff. That would be the true integration.
-
Josh commented
This is something we need as well. As a workaround, we have shared one logon for our whole team to use. We all text so that multiple people can monitor and text to/from. Agents can do this from the phone on their app or computer if they are using a deskphone. We are transitioning to using softphones and until their is a solution, we will use the app on our cell phones or other devices to continue to all use the same number to text to/from.
-
Justin commented
Any news on adding this feature?
-
Aculabs commented
We are looking to implement this feature and it is hard to believe it has not been implemented with it being requested since 2020 (or before).
-
Day commented
Yet another thing I didn't check for in the specs upon transferring our service over to RC. Please let us know where this falls on the roadmap? I am even more inclined now to switch back to our old service...
-
Andre commented
I want this: when somebody text for example "me" - all my colleagues to receive that SMS and to be able to answer back
-
Jacob commented
I need to be able to view and reply to text messages sent to the main company number from within the mobile and Mac apps. Currently, only text messages sent to my personal number show up in the apps. And company text messages are only forwarded via email to me.
-
Jack commented
Many small businesses with less of a corporate structure are run by family members and small teams who ALL need access to important incoming messages (voicemail, SMS) that come in from the main company number. When only one person is receiving these (as is the only option currently with RingCentral), there is a chance that some important messages will not be responded to promptly.For instance, in my case, there are only two of us in our company. And we both need to be able to see what's coming in on a daily basis. With RingCentral's current options, only one of us is able to get the voice messages and SMS coming in from the main company number.As a result, it wastes one person's time to have to go through the extra steps (forwarding the message, having to message the other that a particular message has come in, etc) to inform the other person of what's coming in.A Shared Main Company Number Inbox would alleviate this issue.If RingCentral could implement the feature (like Vonage does) of having a Shared Main Company Number Inbox (Vonage calls theirs "Business Inbox"), all could see the important general messages coming in to the company's main number and have a chance to respond promptly. All could also see that the incoming message has been responded to.RC could even make it to where only particular users could be assigned access by the account adminstrator to the Shared Main Company Number Inbox (if it would not be appropriate for everyone to see all incoming messages).As it stands now, it's not the most efficient use of our time for my colleague to be kept in the dark as to the messages coming in from our main company number.I would imagine many other small business would benefit from the option to have a Shared Main Company Number Inbox as well.
-
Pierre commented
It's definitely a big needs for the 2FA.
-
Sigfredo commented
Would be a great feature for helpdesk staff. Can be added to the call queue groups themselves to allow or not allow texting at that number with the ability to accept text, and then forward it everyone on the queue and any overflow queues as a one way text receipt for urgent system alerts, 2FA authentication, etc.
-
Jason commented
Can't believe this still hasn't been added to the system yet.
-
StreamPhone commented
it is absolutely laughable we had to "vote" on this and it isn't available already. UGH.
-
Adawn Ehmen commented
completely agree! why don't we have this already?
-
Shane commented
Phone numbers that are attached/assigned to Call Queues should be able to send and receive text messages. The members of them or the admin of the Call Queue should have the ability to view those text messages or send them as that call queue number.
-
Jared commented
Zoom does this already, why can't RingCentral?
-
Ian commented
Please add this soon! I don't want to have to pay for more services from someone else when Ring already handles sms
-
Jill commented
Hey we really need and would appreciate the capability to make primary text messages go to multiple users. We do tech support and it's very difficult if an employee is out of the office for others to receive messages.
-
Main Line- Tanner commented
Another service, GoTo Connect, allows for this feature, where inbound texts to a particular phone number, can be viewed by multiple users.This is important for us, especially for the after hours/ on call person. Just as the one "on-call" person on a team needs to be able to have calls coming in to other colleagues forwarded to them after hours, the same should be possible for text messages as well. Our business is heavily text dependent. Many texts out to our workforce regarding changes to their schedule start to trickle in after business hours. It is important for the overnight on call person to receive these text messages, as well as texts coming in from our clients (which use another phone number). However, they cannot be on two RC numbers at the same time. Having SMS's forward easily to an on call person would help solve this (PS- it would be great if the original user/ number could still receive them too, and if there is an admin option to enable/ disable the original recipient from having messages that came in over night appear as "unread" or as "read" if the overnight person read them. Right now, we are using GoTo and RC because of this. However, RC is a much better product, and we would like to have all things operating on RC alone.