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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Jacob commented
Just how the call forwarding works, but with text messages. Where you can set it to forward messages for a specific timeframe.
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Pabel commented
Sending SMS from entire team to show the Main number instead of the individual numbers
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Main number announcement commented
To be able to have a group be able to receive text messages for a service text group
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Melissa commented
IE, sending updates to clients/customers. If a text is sent back to an individual extension, that message isn't followed up on while the person is out of office. If it could be directed to a queue then whoever was signed into the queue could follow up on it right away.
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Mike commented
I got an email this morning with the contents of a text we received to a Call Queue I'm a member of. I can't believe it doesn't show up in my RingCentral app and I can't respond to the text from the call queue number.It would be great to have a group text thread for each Call Queue. That way the whole group can see if incoming texts have been responded to.
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Jimmy commented
Company main number SMS should be viewable and able to be sent by multiple users. Same goes for main company voicemail.
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Ana commented
We work with different independent contractors that we message with all the time, but we need that the whole team have access to each other sms with every contractor. What I mean is to have a shared messaging system with the team members. Thanks!
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Ashish commented
What's the issue:Our customers are sending messages to our company number, I would like our agents to use the company main number to receive and send SMS. Currently there is no option to share a company mailbox with our agents which is really a tragedy. I have seen this option in competitors like dialpad. Current Workaround: To receive SMS the only thing I have found is to set the operator to call queue and set up a email notification. There is no way to reply to SMS using this method. Further, there are no SMS threads, so the continuum is broken. Agents don't know where the communication was left. What's the request: The feature request is to created a shared SMS mailbox which we can set authorized users. The authorized users can then send and receive SMS using company main or call queue numbers .
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Anonymous commented
Allow inbound text messages to be received and replied to by multiple users that are part of a group tied to the company main number/operator.
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Zach commented
Is there currently any way for multiple users to receive SMS messages?
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Lanica Anne Amar commented
When SMS was received on RingCentral Number, we can set a forwarding settings that it can forward to an external number
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Josh commented
Forwarding calls when someone is out of office is very helpful. Why can we not forward text messages? It seems like call forwarding is only half way helpful if we can't forward texts. Please make it happen.
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Jose Gabriele commented
Kindly allow call queue numbers to be used for the users messaging function instead of only the number assigned to their respective profile.Since our clients use text messages and employs multiple agents under their campaign, it is important for them that their customers reply back to only one number which is the number assigned to the call queue instead of various phone numbers used by the many agents when using the texting feature.
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Craig Rhinehart commented
We have a single "main" telephone number. It isn't really intended for text messaging. All our outbound telephone calls show this main number as the caller ID. That means this number appears in the call history when one of our employees calls someone's mobile phone. Those people may then associate our main telephone number with that particular employee, and will sometimes send a text message, thinking it's going directly to that person. I am our administrator, and currently all text messages that are sent to our main telephone number arrive in my list of text messages. I'd like to have the ability to "transfer" a message from my list of messages to someone else's (if I can determine who the person is actually trying to reach).It would also be nice to separate these messages from the ones that are really mine.
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Rajwinder S commented
The messages land with primary operator. This is a limitation in managing communications with clients. If the operator is not available, other users are unable to see the messages unless a user logs specifically into the operator's account. There is potential for missed messages if the operator is unavailable. In addition, if the team is able to manage such companywide messages, the responsible person could be tagged and could respond to messages faster.
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Hayya commented
We have a team and we all need to be able to access SMS messages sent to our main guest services number. Right now this feature is not available.
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Bharat commented
Auto forward incoming text message from one phone to another phone or group of phone number.
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Rylie commented
Cj, thanks for your comment! We will take a look at these, and merge if necessary. Thank you for contributing to our ideas portal!
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Cj commented
Seems like maybe this request should be merged with the below ideas as well as potentailly more: https://ideas.ringcentral.com/ideas/ENTCOM-I-141https://ideas.ringcentral.com/ideas/CUSTCOM-I-359https://ideas.ringcentral.com/ideas/CUSTCOM-I-1896https://ideas.ringcentral.com/ideas/CUSTCOM-I-3099https://ideas.ringcentral.com/ideas/ENTCOM-I-99https://ideas.ringcentral.com/ideas/CUSTCOM-I-2188https://ideas.ringcentral.com/ideas/ENTCOM-I-122We currently pay almost as much as we pay for ringcentral for a separate group texting solution. Just due to how poorly Ringcentral handles sms groups/call queues.
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Corina commented
to allow/enabled direct numbers in Call queue to receive/send text msgs using the RC app.