Hi Team -

Hi Team,

While the current SMS Booster feature in RingCentral is working well for the users, we believe there is an opportunity to further enhance the functionality to improve productivity for teams operating under specific call queues.

First, it would be very helpful if there were an option to automatically send an SMS response when someone calls a call queue. For example, if a call cannot be answered immediately, the system could automatically send a message such as: “Can’t talk right now; we’ll call you back shortly.” This type of automated response would help acknowledge the caller quickly and reassure them that their request has been received, especially during high call volumes.

Second, while outbound SMS messages currently appear in a clean, linear conversation thread within the call queue, inbound responses from individuals are separated into individual buckets and require manual assignment. This workflow is not ideal for teams that have multiple personnel monitoring communications, such as dispatchers communicating with drivers. Instead, it would be beneficial to have all inbound and outbound messages appear within a single shared conversation view or unified inbox. This would allow any authorized team member to monitor the conversation, respond when needed, and easily view the full message history without requiring assignment.

Implementing these enhancements would significantly improve collaboration and response efficiency for teams that rely heavily on SMS communication within call queues.