As a supervisor, I need to see to have some kind of oversight of what is transpiring between our company and our clients. This is a critical feature, and am disappointed that while the help articles out there still say you can access an SMS log, that feature appears no longer there.

Your top competitors allow for the entire team to see text messages of others. This is the only thing keeping us from bringing over more numbers and why we are considering leaving Ring Central. We work as a team and not allowing the team to see the others text messages hurts us. You guys are a communication company and this is not conducive to good communication.

This is a critical feature - currently, the only way we have to access past text messages is to export the message body and store it in our CRM system. We have two use cases for this feature:
1 - Auditing purposes - to be able to see client interactions and refer back to them in the source system.
2 - Out of Office Coverage - if one of our team members is out of office and has been communicating directly with a client via text, the rest of the team has no visibility into that communication/there is no "out of office text" feature so the client is left wondering if his/her text went through and if someone will take action on it. Not having visibility into user text exchanges causes gaps in service and delays responses.

Any updates on this? Its critical to have it available.

This is a critical component. If it does not become available soon we will be switching providers.

I would love to have this as a possibility.

regulated industries (e.g. financial advisors) MUST keep these communications and their companies need a method to retrieve and store these

Please all of the phone services have this feature. Can you research how JustCall does it? They email the transcipt, audio and summary every time i get off the phone. i might be switching services if you guys can not keep up with them.

For case id 27015768- StoreOne Properties, Client want this feature available in the future as per his business requirement.

Regards
Ram Carillo
APAC Support Team

This is definitely a requirement for all business accounts. It is rather shocking it is not a feature for so long given it's trying to claim HIPAA compliance. Even if backend data warehousing is a concern, we can see all the SMS messages on the UX interface. An intern programmer can code it to allow us to download that within a few days, even with QA approval process, at most a few months to roll out.

SEC Compliance requires the entities to retain copies of all SMS messages and associated content. This is a critical requirement

We need this ASAP!

Absolutely critical for regulated industry's

Mine isn't associated with anything legel but if I need to investigate the conduct of an employee over text and I can't pull logs I now need to go to them and ask them to provide the information and they will instantly know I am looking into it. This can lead to an escalation etc. Being able to pull these transcripts and come into a meeting prepared with understanding of the scope of the situation would save lots of headache

Agree with what @MABC commented below. SMS transcripts are required when we do investigations.

Had legal issue requesting SMS transcript but unable to provide. This should be readily available from RC.

When downloading SMS logs, the user is only getting the metadata. It would be very helpful if the content of the SMS can also being included in the data being downloaded from the logs. I understand that it is available when backing the data up with Archiver. But not all account has the feature.