Feature Overview

We would like to request the ability to preserve, migrate, or convert SMS conversations currently stored in the Shared Inbox when customers disable the Shared Tab or cancel their Business SMS Booster subscription.

Current Limitation

Some customers choose to retain the Business SMS Booster solely for access to SMS Templates, while opting to disable the Shared Tab in order to simplify the SMS experience for their users. However, disabling the Shared Tab currently results in the loss of all existing SMS conversations within the Shared Inbox, with no available option to migrate these conversations to users' Direct SMS inboxes or convert them into regular SMS threads.

A similar issue occurs when customers decide to discontinue the Business SMS Booster and revert to standard SMS functionality. Once the Company Shared SMS Inbox Availability is disabled, all SMS conversations that existed within the Shared Inbox become inaccessible and are effectively removed from the users' view.

Requested Enhancement

We are requesting the implementation of one or more of the following capabilities:

• Allow existing Shared Inbox conversations to be migrated to users' Direct SMS inboxes.

• Provide an option to convert Shared SMS threads into regular Direct SMS conversations before disabling the Shared Inbox feature.

• Preserve historical Shared Inbox conversations after the Shared Inbox or Business SMS Booster has been disabled.

• Offer administrators a migration wizard or export option prior to feature deactivation to ensure no communication history is lost.

Business Impact

This limitation creates significant business impact, as customers may lose access to critical communication history with their clients. Many organizations rely on these SMS threads for ongoing customer interactions, historical reference, dispute resolution, compliance requirements, and overall business continuity.

Without a migration or retention mechanism, customers risk permanently losing valuable conversation history, leaving them unable to review past communications or continue customer engagements seamlessly after disabling the Shared Inbox feature.

Implementing this enhancement would greatly improve the customer experience, reduce data loss concerns, and provide customers with greater flexibility when managing their Business SMS services.