Feature Request: Administrator Control for SMS Opt-Out List

Problem Statement: RingCentral provides an essential feature that allows customers to opt-out of receiving SMS messages by simply replying either one of the following keywords (depending on the implementation): STOP, UNSUBSCRIBE, QUIT, CANCEL, END, REVOKE, OPT OUT.

While this automated system works reliably in most cases, there are rare situations where an opt-out might not be recorded correctly in the RingCentral account. This can lead to your customers continuing to receive unwanted messages, causing frustration for them and potential compliance issues for your business.

Currently, if an automatic opt-out fails, RingCentral administrators do not have a straightforward way within their online account to manually add a customer's phone number to the "SMS Opt-out Numbers" list. Similarly, if a customer accidentally opts out (perhaps during testing) and later wishes to receive messages again, there isn't an easy option for an administrator to manually remove that number from the opt-out list to allow messages.

What We Are Requesting (The Feature): We are requesting the addition of a new, user-friendly feature within the RingCentral Admin Portal (Service Web) that allows administrators to directly manage their "SMS Opt-out Numbers" list. Specifically, this would include the ability to:

1. Manually Add Numbers: If an automated "STOP" command fails, an administrator could simply input a customer's phone number into a dedicated section of the portal, and that number would immediately be added to the account's opt-out list.

2. Manually Remove Numbers: If a customer wishes to opt back in (or if a number was added to the opt-out list in error, like a test number), an administrator could easily remove that number from the opt-out list through the portal.

Why This Feature is Crucial (The Benefits):

Enhanced Customer Experience: This feature empowers administrators to quickly and effectively address opt-out issues, ensuring customers receive messages only when they want to. It helps prevent frustrating situations where customers feel "stuck" receiving unwanted texts despite attempting to opt out.

Improved Compliance & Trust: By providing a direct way to manage opt-outs, RingCentral helps businesses stay compliant with SMS messaging regulations (like TCPA in the US). It builds trust with your customers, showing that their communication preferences are respected and easily managed.

Operational Efficiency: Instead of needing to contact RingCentral support for every manual opt-out or opt-in adjustment, administrators can handle these common requests themselves, saving time and reducing reliance on external support. This streamlines operations and allows your team to respond faster to customer needs.

Flexibility & Control: This feature offers greater flexibility, especially for testing scenarios (like the one you recently encountered) or for handling unique customer situations that might fall outside the automated process. It gives you more direct control over your SMS communication settings.

Proactive Problem Solving: In the rare event of an automated system glitch, this manual control acts as a vital fallback, allowing immediate correction without waiting for a complex technical investigation.

In Summary: Adding manual control for the SMS Opt-out Numbers list directly within the RingCentral Admin Portal would transform a current technical workaround into a straightforward, out-of-the-box solution. It would provide critical flexibility, improve customer satisfaction, and strengthen compliance, making RingCentral's SMS capabilities even more robust and user-friendly.