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.
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Update March 2024: This feature has been delayed. Current estimated timeline is Q4 2024.
Planned for Q2 2024.
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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.
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Jennifer DeGuzman commented
If it is possible that on your next update there would be feature on the admin portal to have option to distribute text message via a queue type system like there is for phone calls as we have a bunch of people text a phone number and that text will get sent to different extensions.
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Dr. Ronald commented
Will be able to set more operator extensions so that multiple extensions can receive SMS for main company number thru their RingCentral App.
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Guesthouse commented
SMS to go to both users on the account
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Joseph commented
Request: allow sms to be forwared to a different number
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Alex commented
My name is Alex.
In last couple days I was trying to get SMS/MMS setting set up that way so when someone is sending a Text Message or MMS to the main phone number
it should be passed to multiple extensions and I called Ringcentral support agent and they told me that this kind of feature does not exist.
At start I could not believe it and I tried once again, so may be some other support agent can help me out with that, but still it's still not possible.So what is my idea,
For an example I have 5 operator employees at this moment and they have sent a text message to the person from main company number,
so when that person will reply to it response goes to only one person that operates the main company number.
The issue is that if that person (that operates the extension that operates the main company number) stepped out of his desk the client's message will be ignored or
if that person decides to call to our main phone# that persons call will be ignored until that person (that operates the main company number) will come back to his desk,
while we have 4 more other operators availabe at this time.It should be easy to do, so we need to have a possibility to add multiple extensions that will be operating main company number either this will be a Call or SMS/MMS,
I know that there is a possibility to add a call que and make couple extensions call, but it's still complicated and it does not effect SMS/MMS.By the way please try to make this asap, otherwise we will be forced to move to some other application.Bes RegardsAlex Kavalov -
Anonymous commented
allow multiple people to receive text messages when a text message is sent to the main line.
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Ryan commented
Text/ sms forwarding and short codes.
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Eliakim commented
I would like to have the ability to have a company text platform where an external person can call and text the same line, but multiple people can respond. Textline has a great platform for sms. It allows multiple users to respond to one texts to one company phone line. Also allows for templates to be inserted and conversations to be transferred.
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Alysha commented
In your last update their was a way to forward a message to make sending the same thing to various numbers easier. Without this function, it's hard to multitask/send messages fast due to having to copy the number to input and then also the message all over again but you cannot copy from the last message or it takes you off the text you were creating.Having the forward button was beneficial.
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David commented
I have been told that the only way to access the messages to the main company number is when a user is logged onto it. As the Customer Service Manager of our company, it will truly help if all users can have access to this especially for the customer service team so all agents will be able to immediately answer the text messages of the customers coming in to the main company number. We use the main number as the only number to be contacted by clients for the sales and customer service function. So its kinda hard having only one agent access it to manage those text messages. And would love to use only RC for all those functions.