Improve SMS Shared Inbox Visibility Across Assigned Users
Request to enhance the SMS Shared Inbox feature to allow all assigned users to view full SMS conversation history, including messages sent and received by other team members within the same shared inbox.
Currently, users (e.g., Ext. 101 and Ext. 102) can only see their own sent messages and not the responses or messages sent by other assigned users, resulting in fragmented and one-sided conversation views.
This improvement would help prevent duplicate responses, improve team coordination, and provide a complete conversation history for all users assigned to the shared inbox.
Cedric Diaz
shared this idea
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Curtis
commented
I also want sms group messaging to work right now if i send a group text when they reply back it gets replied to only one person.
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James
commented
PLEASE ASSIST ASAP - WE ARE having major issues same as the below comments The ability to see all open conversations regardless if they were assigned to you.-The ability to see every other users' individual inbox
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Noah
commented
We moved from Quo (formerly OpenPhone) to RingCentral after stepping away from RC for a couple years. We're back on RingCentral - and I have to agree with the need here: the shared SMS function needs a lot of work. The specific features I liked about Quo's shared SMS mailboxes:
-The ability to see all open conversations regardless if they were assigned to you.
-The ability to start an internal comment thread within each conversation, including the ability to start a new internal comment thread from any individual message inside of a conversation
-The ability to 'react' to messages with Heart or Smile emojis, etc.
-The ability to see every other users' individual inbox with granular permissions
-The ability to snooze an SMS inbox without being removed from it
-The ability to add signatures to each individual within a shared mailbox, so that the SMS recipients could see who was texting them, even from a shared line
-Call recordings and notes threaded directly in the SMS conversation, so we were able to see a recent call with relevant notes
-The ability to add tags to contacts to filter and separate
-The ability to send scheduled SMS messages, and the ability to have them automatically cancelled if the recipients texts first
-Better abilities to filter based on contact properties -
Mia
commented
This feature should be added. Most other shared inbox programs on the market allow users to view all conversations across the company, even Beetexting. Beetexting which I was told is used as the framework for RingCentral shared inbox, also has this feature. RingCentral needs to implement it or at least allow the option to view all conversations across the company for all users. This is a major flaw.
